Intelligent routing gives you tremendous flexibility in controlling
how calls are routed.
About routing calls using Dynamic Call Priority.
You create routing tables that control how the system answers, holds and routes incoming calls to agents in your Contact 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.
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Intelligent Caller Input Routing, Basic |
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Intelligent Caller Input Routing, Advanced |
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