Callers repeat their details
Someone calling about an alarm dictates the account number, password and address every time. The operator types while listening, and time goes into identifying instead of solving.
An alarm call cannot wait in a phone menu.
Industries
A monitoring center lives on seconds. TelHarbor sets up the line with an account-code menu, 24/7 queues, recording of every call and reports on how long each one waited, with local numbers in the countries where your customers are.
What usually breaks in a monitoring center
Problems that repeat in this sector, whatever the size of the operation.
Nobody knows how long it took
Without reports per queue and shift, response time is an opinion. When a customer complains, there is nothing to answer with.
Nights are uncovered
The night shift is built on forwards to cell phones. If the operator misses the call, it disappears without a trace.
How it is built with TelHarbor
The same platform the rest of the company uses, configured for an operation that never stops.
- Account-code menu: the caller enters the account number and the system validates it against your monitoring software before passing the call.
- 24/7 queues with priority: calls are handled in order, with hold messages and overflow to the on-call shift.
- Recording of every call and a log of who answered, so a case can be reviewed months later.
- Reports per queue, agent and hour: answered, missed, waiting and talk time.
- Remote operators over VPN: without an active tunnel the softphone will not register, so nobody answers from an uncontrolled network.
- Alerts over WhatsApp and SMS to the customer or the field technician, from the same platform.
1. Numbering
2. Menu and accounts
3. Queues and shifts
4. Recording
5. Reports
6. NOC monitoring
How it is used today
A monitoring center answers with a menu that asks for the account code: a dedicated service validates it against their system before passing the call, and the operator sees the code next to the caller number. Calls enter queues by service type and are recorded, with daily reports on answered, missed and waiting time. That operation handles about 13,500 calls a month across 10 queues, with 42 operators and a 12-second average wait.
Related reading
FAQ
Frequently asked questions
Can the account code be validated against our system?
Yes. The menu queries your system through an API before passing the call and hands the code to the operator along with the number. If the code does not exist, the call can be routed to another queue.
Are calls recorded?
Yes. Recording is done by the phone system and stays tied to the call, including who answered and when.
Does it work across several countries?
Yes. Local numbers can be sourced in the countries where your customers are, plus a US toll-free number, all reaching the same operation.
How is the night shift covered?
With queues and schedules: outside business hours calls go to the on-call shift, overflowing to another group if nobody answers. Everything is logged.
Rather see it working?
Book a 30-minute demo with your own case on the table.
See our plans and pricing.
Phone system, Contact Center, WhatsApp, SMS and API, with prices published in US dollars.