Queue Management
and Intelligent Call Routing
Using ANI (Automatic Number Identification), DNIS (Dialed Number
Information Service), IVR (DTMF) and your database, calls can arrive
and be routed to the agent or group of agents best suited to receive
the call.
For example, a call originating from the north east UK. (identified
through ANI) can be routed to an agent group specializing in offers
from that area. Likewise, a call to a specific 800 number (identified
by DNIS coding), heard on a Spanish radio ad, can be routed to a
bilingual agent.
Finally, a call from a VIP (identified through database lookup)
can be routed to a top agent or agent group.
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