IVR - Call Routing

Call routing is a procedure in which a call is routed in a manner in which you can select how it needs to react.

Manage incoming call load with three types of call policy.

Round Robin (Cyclic):

This forwarding type ensures every agent in your call center will get an equal number of incoming calls one by one.

Sequential:

This forwarding type ensures all calls will be delivered to the first specified number and if that number is busy or unavailable then calls will be routed to fail over numbers. 10 failover numbers can be configured.

Parallel:

This forwarding type ensures that calls will be delivered to all configured numbers at the same time and anyone can pick the call. All other calls will be dropped.

Hybrid:-

Hybrid is a call routing manner in which a user has the options to create a subgroup in the calling policy where one can give the information regarding the agents and when we know how many agents we have we can then decide the selection area of how the calls needed to be there.

There are 3 options:-

Available ASC:-

Available ASC means to connect to set amount agents in uniformity with the automatically checking the representative available.

Least Recently used:-

This means a call will be transferred to the user who hasn't got any call from a long duration of time.

Last Recently used:-

Last Recently used by the user means that a user who is getting a lot of calls will get the calls since sometimes a call may not be picked by the other numbers so that is why we have developed the Last Recently Used Calling policy.

Use case

IVR can be used in call centers and can also be decided in a way that how it should react.

In the case of an inbound Call Center, an IVR is added to a call queue that connects callers with sales or support agents.

This is a typical scenario for insurance/banking/financial services/utility companies which offer customer services in various languages.

Once the connection is made, the IVR invites the caller to choose a language, then select the service they want.

Eventually, the call is moved to a queue where agents respond in the language selected by the caller. Optionally, the call may be recorded by the queue.

How to use

To use call routing you need to go to:-

DASHBOARD>SERVICES>IVR>IVR CONFIGURE>MANAGE IVR>COFIGURE IVR>PRESS * TRANSFER TO AGENT > SELECT CALL POLICY.

Also, read our blogs here...

Comments

Cloud phone systems Business Considerations

Cloud phone systems Business Considerations A cloud can change how you do business, increasing flexibility, responsiveness, mobility and efficiency, while aiding you in improving customer service. But all those benefits are only possible if you choose the right system for your business. With so many options to choose from, it is important to have the right information, to make the best decision possible. We have compiled a list of what you need to know before committing to a cloud system. 1. Does A Cloud Phone System Meet Business Needs? Can the hosted cloud system you are considering support enough users for your business? What about in the future? Can it expand as your business grows? Not all cloud phone systems have the option of adding users easily. A comprehensive cloud can serve many purposes in your business and save you a lot of money, because you don’t have to invest in different office equipment. Certain cloud based phone systems in...

IVR - Admin SMS

Interactive Virtual Receptionist – Admin SMS is a service that is provided to the user who has taken our IVR or missed call services. When admin SMS has enabled the admin of the number to get the information of the caller via SMS as soon as the call comes on IVR. This helps the user to keep track of the caller and to call back to the user in case the call is disconnected in between. Every message will be delivered to the user via SMS which helps them to review the service from time to time. How to use IVR – Admin SMS is a service that is used by the user and is redirected automatically by itself whenever someone opts for IVR service and the number is been received by we will get activated in our database and you will start receiving information regarding IVR information but still, you can edit it from the DASHBOARD>SERVICES>IVR>AGENT SMS. From here one can decide the Admin SMS to Also, read our blogs here...

Bulk SMS - is it ideal for business? - For beginners

> Bulk SMS - is it ide al for business? BULK SMS is usually used to reach a wide or a specific audience for marketing reasons, with personalised SMS content. You can use it to promote products, or inform customers about specific changes: e.g., a clothing store does a huge re-opening party with discounts, etc. Great example on how you can use Bulk SMS in marketing purposes is Cloudshope Bulk SMS service . This tool is based on bulk SMS and is designed for retail customers who want to reach their customers or prospects with a large number of messages in no time. Retailers have the possibility to schedule different marketing campaigns and events in the future. With a specific code or identifier within the message which an end customer has to use via different channels (website, Premium SMS), you can measure the results of your campaigns easily. Or you can use it to send specific messages to a certain audience: e.g., I have added my phone num...

CloudShope Technologies

Search This Blog