The “Operator” module is a convenient assistant for reception personnel and Contact Center agents in routing incoming calls among company employees.
Hint During Incoming Call Routing
During an incoming call the receptionist / Contact Center agent automatically receives a list of employees to whom calls from the current calling party are routed most often. The only thing for the receptionist to do is to click on one of them to route a call to that contact.
If a calling party provides the name of another employee, this employee can be quickly found on the same interface and the call is transferred to him. Also, the presence statuses of employees are shown.
Comments to Calls
During an incoming call the operator immediately sees comments about the calling party that have been submitted by other operators.
Intelligent Call Routing
Each employee may compile a personal list of VIP contacts and calls from these contacts will be automatically routed directly to the employee number bypassing IVR and reception.
Such a phone book can be edited manually or automatically synchronized with an MS Outlook address book.
The list of employees for call search and routing is imported from any third-party information system and automatically refreshed according to a specified schedule.
Cisco UCCX/UCCE is required for the automatic call routing feature.
The list of employees for call search and routing is imported from any third-party information system and automatically refreshed according to specified schedule.