Overview - The Contact Center provides a way for you to house your very own in-house
contact centerContact Center without adding any additional infrastructure; handle rollover calls from your facilities, direct new Leads to your best sales people and even take payments from your delinquent customers.
Call Routes - Administrators have access to the Setup Call Route page where call routes are created. Each Node on the right has a specific function; such as taking payments, ringing to the location, or ringing to a group of agents. You can set up your own personal IVR that will provide your customers with the ability to choose where they want to go through your phone system as well as creating automatic steps that will route the customer based on their tracking line (through the smart route node).
Call Queues - A Call Queue is a group of agents. When you want, for example, to rollover calls from all facilities to a specific group of agents, you will create a call queue and add those agents to it. This can all be created in the call route.
