FAQ

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Zylinc provides real-time status visibility across MS Teams, Outlook calendars, mobile phones, and landlines. For example, if a colleague is on a call, their icon appears red (busy). Once they finish the call, meeting, or calendar event, the icon turns green (available).

It also allows you to quickly see statuses such as:

• In a meeting
• At lunch
• On vacation
• On parental leave

All represented with intuitive color codes.

There is no limit. You can create as many queues (IVRs) as needed, including:

• Moving out queues
• Rent payment queues
• Temporary overflow queues

Queues can have:

• Different opening hours
• Callback options
• Digit collect functionality

You can also record custom welcome or waiting messages for specific situations, such as emergencies or service interruptions.

The call flow is fully customizable.

Zylinc includes a powerful search engine where comments and notes can be added to employee profiles.

You can search using keywords such as:

• Moving out
• Emergency water damage
• Pet permit

This helps identify the right colleague and see whether they are available before transferring the call.

Employees can also create their own groups across offices, resident cases, and properties for faster communication.

Zylinc offers 4 different license types, including:

• Supervisor licenses
• Advanced agent licenses
• Mobile licenses for non-desk employees

Because all employees use the same system, everyone can see each other’s availability and transfer calls easily.

Licenses are also floating, meaning one license can be shared between multiple employees as long as they are not logged in at the same time.

Yes. Zylinc provides real-time call center insights through wallboards.

You can monitor:

• Current SLA levels
• Calls waiting in queue
• Staffing levels
• Other live metrics

Wallboards are available as standard or fully customized add-ons and can be displayed on multiple screens.

Yes. You can define your own reason codes and create as many as needed.

Reason codes allow employees to categorize calls after conversations, helping you understand:

• What residents are calling about
• Which topics may require additional staff training
• What information should be expanded on your website or welcome materials

Callback allows residents to request a return call instead of waiting on hold. It supports international phone numbers and is included in Zylinc.

Digit collect allows callers to enter information such as:

• Invoice numbers
• Social security numbers

before speaking with an agent.

The entered information can automatically display the related case on the employee’s screen, saving time and improving service.

Digit collect only accepts numeric input.

Yes. NPS is available as an add-on with plug-and-play integration.

After a call ends, the caller can receive an SMS with a customizable feedback link for rating the experience.

Call recording is also available as an add-on with storage options ranging from:

• 30 days
• 2 years

After the storage period, recordings are deleted while anonymized statistical data can still remain.

Without call recording, the Supervisor Agent license still includes:

• Listen-In
• Whisper
• Barge-In
• Notifications when calls are monitored