dynamos2000
MIS
Hello,
We have a TFN going to Location A and we want to have some agents in Location B help with the call volume.
Location A - Avaya call center
Location B - Nortel call center
I've been researching NCR and I'm wondering if that makes the most sense instead of having an IVR in the long distance cloud allocating calls to both locations.
Toll free comes to Location A - It looks like the premise is that using best service routing, I would be able to have the vector either queue the call to the Avaya call center else do a route to XXXXXXXX ~r to the extra agents at Location B if the expected wait time is bad, etc.
Anyone using something similar to utilize an unlike and independent switch at another location?
Thank you
We have a TFN going to Location A and we want to have some agents in Location B help with the call volume.
Location A - Avaya call center
Location B - Nortel call center
I've been researching NCR and I'm wondering if that makes the most sense instead of having an IVR in the long distance cloud allocating calls to both locations.
Toll free comes to Location A - It looks like the premise is that using best service routing, I would be able to have the vector either queue the call to the Avaya call center else do a route to XXXXXXXX ~r to the extra agents at Location B if the expected wait time is bad, etc.
Anyone using something similar to utilize an unlike and independent switch at another location?
Thank you