Call Queuing Features
Call Queuing places incoming calls into a queue in the order received until an agent is available to answer the call.
Multiple Call Distribution Policies
Calls distributed to agents that have not been answered in a predetermined number of rings are directed to the next available agent. After all agents have been visited once, the call can either be forwarded to an external number or placed back in the queue, according to your policies.
Agent Log In / Log Out
Allow agents to log in and out of the call center queue.
Monitor & Record
Listen in to live calls or record calls for training and quality assurance. Recording is an an additional service.
Queue Escape
Queue escape offers callers an option to exit the call queue and return to the call-tree.
No Answer Policy and Overflow
If the call is not answered in the specified time, calls can be routed to voicemail, back to the Call Tree, to another extension, or to an outside phone number.
Reports
Reporting helps you manage your team, ensuring you are efficiently serving your prospects and customers. Reports include: All Calls, Calls Answered / Missed, Average Wait Times, Calls per Agent / per Day / per Month.
