Availability and routing (Pro and up)
Staff set their status (available, on a call, break, away). New callbacks go automatically to available staff in the right team – by lowest load or round-robin.
More features of uttek Call
Call list and focus mode
Due callbacks in the right order: urgent, time slot ending, target time exceeded. Focus mode always opens the next call – with call timer and outcome via keyboard shortcut.
Target times and redial rules
Call back within X minutes per priority, calculated in business hours with public holidays. Per outcome (voicemail, busy, no answer …) its own delay until the next attempt, maximum number of attempts.
Click-to-call
Call via tel:, sip: or callto: – with softphone, PBX or smartphone. Numbers are stored in one format, callers are recognised by their number.
Callback form for your website
Customers choose a topic and preferred time slot; with spam protection, privacy notice and iframe embedding.
Reports (Pro and up)
Reach rate, time to first call, target-time rate, attempts, outcomes per agent and the best call times as a heat map – with CSV export.
uttek Connect: uttek Tickets and uttek Customers (Pro and up)
REST API and signed webhooks. Hand unresolved concerns to uttek Tickets as a ticket, use customers from uttek Customers.
GDPR, roles and security
Data export and erasure per customer (statistics stay anonymised), automatic retention period, roles from front desk to team lead, CSRF protection. Enterprise with tamper-evident audit log.
SQLite or MySQL/MariaDB
Starts with SQLite and zero setup. A wizard later moves to MySQL/MariaDB with trial run and backup (Pro and up), PostgreSQL in Enterprise.
State-of-the-art security
Password policy with a check against leaked passwords, two-factor sign-in via authenticator app with backup codes (can be required per role), login lockout after failed attempts, “forgot password” by email, HTTPS/HSTS and encryption of sensitive fields – all switchable, nothing forced.