Intelligent routing gives you tremendous flexibility in controlling
how calls are routed..
You create routing tables that control how the system answers, holds
and routes incoming calls to agents in your Call Center. You set up routing
tables to handle incoming calls for each skillset. A call in a skillset
receives the treatment specified by the routing table. The treatment can
be a combination of greetings, transfers, distribution, and being on hold.
If an agent becomes available, the call is sent to the available agent.
Each skillset has a Day and a Night Routing Table. Set up the Day Routing
Table for your business hours. Set up the Night Routing Table for your
non-business hours.
The maximum number of steps you can add to a routing table is 20.
DID Routing |
the ability to route calls based on their Direct
Inward Dialing (DID) number. DID is the ability to make a telephone call
directly into an internal extension, without having to go through the
operator.
to route DID calls, set up a DID target line and
assign the target line to a skillset.
|
Intelligent
CLID/DNIS Routing |
the ability to route calls according to Voice
Button, CLID/ANI, DNIS, ISDN Calling Number
this routing is applied when the call first enters
the Call Center
is available if you use Enhanced or Professional
Call Center
|
Intelligent Caller Input Routing, Basic |
the ability to route calls to the Automated Attendant,
a Custom Call Routing (CCR) Tree, an operator or a skillset mailbox
this routing is applied when callers press a key
in response to instructions in a greeting
|
Intelligent Caller Input Routing, Advanced |
includes the Basic capabilities plus the ability
to create rules that route calls to other skillsets and locations depending
on the caller input
lets you change the priority of the call
is available if you use Enhanced or Professional
Call Center
|
Intelligent
Overflow Routing |
routes calls to extensions, mailboxes, external
telephone number, the Automated Attendant, the skillset mailbox or a CCR
Tree as a transfer target
lets you change the priority of the call
|