Our routing features allow you to provide the highest standards of customer service, while keeping your telephone bills to the minimum. You can intelligently direct inbound calls according to your business needs to a voicemail, another extension or phone number to maximize your customer experience.
Customized Calling Queues
Manage high volumes of incoming calls by placing them in queues specifically configured to optimize customer service. Customize your own voice prompts, play advertisements, soothing music, or customized messages for on-hold callers.
Digital Receptionist (IVR)
Manage incoming calls through your own configurable voice response system or menu (direct extension dialing, dial-by-name dialing, etc.), all managed through a simple web interface.
Route calls to multiple phones or bypass incoming calls to a previously selected group of agents or pre-defined extensions. The call hunting process continues until it reaches an available extension or goes to voicemail.
Intelligently distributes all your incoming traffic to your pool of agents using your own ring strategies, such as round robin (distributes calls evenly), random (distributes calls randomly), fewest calls (distributes calls to agent who’s received the least amount of calls), ring call (rings to all available agents), etc.
Set up your own personalized announcements for callers on hold (position in queue, announce estimated hold time, location in queue, messages about the company, etc.)
Customize your own buffer time between each call to let agents complete a variety of tasks before answering the next call.
Hold Time to Agent
Generate an announcement to let agents know what the holding time is for callers in the queue. The announcement is only heard by the agent and not the caller.
Set up a customizable delay between the agent’s reception of call and the connection with caller.
Maximum Wait Time
Limit the number of calls in queue by setting up your own customized wait time before sending incoming calls to another location (voice mail, recorded message, call forwarding, etc.).
Agent Ring Timeout
Set up the number of rings allowed at an agent’s station before transferring the call to another extension or to voicemail.
Configure your system to visually monitor agents’ extensions to know their status (idle, wrap-up, busy, active call). Queue status are indicated with a light on the handset.
Display the status of each agent (busy, logged off, unavailable, ready, not ready, wrap-up) to an entire group of agents to see who is available for calls.
Set up how many attempts your system will make to try to connect a caller to an agent as well as the delay between each attempt before routing the call somewhere else.
Join When Empty
Customize your own call forwarding options for when callers are sent to the queue and the queue is empty.
If a call is sent to the queue but the queue has no agents.
Same as join empty, except that there are agents working the queue, but they all have their status as unavailable (SIP Phone logged out for example).
Have the option to put callers on hold when an agent is busy or leave them in the queue.
Specify how often you wish to play informational announcements for callers on hold, such as information about your company, special offers, etc.
Agents have the option to route incoming calls to voicemail, auto attendants, other extensions, or even outside lines such as cell phones.
If the call reaches the maximum wait time.
If the queue reaches the maximum number of callers.
The last agent has been removed from the queue before all calls are handled.
Same as leave empty, except that there are still agents working the queue, but they all have their status as unavailable (SIP Phone logged out for example).
Inbound call queues are a first-in, first-out (FIFO) mechanism that routes incoming calls to agents as efficiently as possible.
Request for Callback
Callers in the queue have the option to receive a call back at a number they chose instead of having to wait. They do not lose their place in the queue.
Direct Extension Dialing
Set your phone system so that your most important callers can skip the queue and reach agents directly by dialing a simple extension code.
Multiple Que Login
Agents with special of specific skill-sets can log into different queues to help other agents when there is a high volume of calls and return to their own queue when the situation gets back to normal.
Configure queue to allow your agents to handle both inbound and outbound calls at the same time and set your outbound calls according to your inbound traffic.
Allow your agents to hear a brief, pre-recorded message before they are connected to an inbound caller. Customize your announcements to provide information to the agent about the caller (preferred language, type of request, account type, etc.).
Call Center Voicemail
Configure your voicemail according to your inbound call center needs. Set your voicemail to handle your inbound call overflow or for specific extensions or dedicated queues. Route your messages to dedicated agents or departments to optimize your customer service.
Unlimited Call Queues
Customize multiple call queues and tailor each call queue according to the customers’ needs. Call queue features include music on hold, automatic call routing, escape provisions, call back, and voicemail. Set up unlimited call queues according to your specific needs.