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Call treatment
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Implement special treatment based on the time of day, the day of the week, and on holidays. For example, routing calls to a different vector when one location is on holiday.
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Automatically change treatment according to either how long the call has been waiting or in response to the changing traffic or staffing conditions.
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Provide multiple or recurring information, or delay announcements that are selected according to the time of day or day of the week, call volume, or staffing conditions.
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Set up and test special call treatments for events such as sales, advertising campaigns, holidays, snow days.
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Provide the caller with a menu of choices.
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Queue calls to up to three splits simultaneously to improve the ASA and agent productivity.
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Implement routing to local or distant destinations.
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Connect callers to a voice mail or messaging system either automatically or per caller request.
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Call routing
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Reduce call transfers by accurately routing callers to the desired destination.
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Provide up to four ACD queuing priority levels and the ability to change the queuing priority dynamically, thereby, providing faster service for selected callers.
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Reduce agent or attendant staffing requirements by: (1) automating some tasks, (2) reducing caller hold time, and (3) having agents in one split provide service multiple call types.
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Information collection
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Provide customized or personalized call treatment using information collection and messaging.
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Collect information for use by an adjunct or by agent display.
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Collect caller-entered or customer database-provided CINFO digits from the network.
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Provide an agent variable that maintains the Last EAS Agent to drop off the call throughout the life cycle of the call. The agent variable can be passed in the UUI to Experience Portal or other SIP-connected adjuncts, which you can then tailor to include in your scripts or store the agent identifier with call survey data.
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