Managing a call center with representatives working around the world is a complicated task. For centralized call management, you need a cloud-based solution that seamlessly connects and optimizes agents.
Call functions
Calls are routed according to the configuration of the calling functions within the given system. Common examples of call features include:
• Translation - Automatic routing of incoming calls from one phone number to another.
• Search group - A directory containing one or more destination numbers that, when receiving an incoming call, is programmed to ring them in a particular order, simultaneously or simply in the order in which they have most recently responded before being sent to A final destination if not yet answered.
• Call queue: directory similar to a hunt group that keeps the caller on hold until one of the destination numbers is available.
• Automatic operator: a large directory of extension numbers that can be chosen by the caller, each with its own specific routing behavior.
• Location-Based Routing - Rules programmed at specific points in a system to route the call to different destinations depending on the location of the caller.
• Routing based on time and date: rules programmed at specific points in a system to route the call to different destinations, depending on the time or date of the call.
• Call Whisper: A message transmitted to an agent after answering a call that can provide you with call information in advance based on caller ID, dialed number or route taken through the system.
• Interactive voice response - A sound recording device to enable a caller to verbally provide information to the system about what services or support they require.
• Fax to E-mail: device to route incoming fax calls to one or more e-mail addresses, usually as attachments.