I've been advised by our switchboard operator that:
Would someone please confirm/clarify and tell me how one might set this up for testing?
Oh..we have a Definity G3si. Our call center uses Callmaster (IIIs and IVs) and has 10 Agents.
tia.
-r
This is a way to route calls coming into a call center. The calls still goes into queue when there are more calls than agents available. The way a zip tone works is this. A call comes in. Betty is available to take the call. The call automatically "zips" right to her phone. She does not have to push a button to answer the phone, it is automatically there. The switch sends the calls to each rep as they become available. They are held in queue if all reps are busy. Most of your larger call centers utilize zip tones. They are the most efficient way to handle a large volume of calls. This works well in a call center that is manned by several reps. This way calls are not missed because someone did not "hear" the phone ring.
Would someone please confirm/clarify and tell me how one might set this up for testing?
Oh..we have a Definity G3si. Our call center uses Callmaster (IIIs and IVs) and has 10 Agents.
tia.
-r