What is Call Center
- Mike Elberts (Unlicensed)
- Derek Mannino (Unlicensed)
What does the Call Center do?
Table of Contents
1. Call Center: Overview
The Call Center module provides you to house your very own in-house call center without adding any additional infrastructure! Handle rollover calls from your facilities, new lead inquiries directed to your best sales people, or even for taking payments from your delinquent customers: all of which can be achieved with the Call Center module.
2. Call Routes
Administrators will have access to the "Setup Call Route" page, which will be how you set up how you want your calls routed. Each "Node" on the right has a specific function (ie: taking payments, ringing to the location, ringing to a group of agents, etc). Here you can set up your own personal IVR's that will provide your customers with the ability to choose where they want to go through your phone systems, as well as putting in automatic steps that will route the customer based on their tracking line (through the smart route node).
3. Call Queues
A Call Queue is a group of agents. When you want, for example, rollover calls for all facilities to end up ringing to a specific group of agents, you will create a call queue and add those agents to it. This can all be set up in the call route.