Difference between revisions of "Call Center Functions"
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Revision as of 10:41, 6 July 2020
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Sky Central supports call center operations where the incoming calls can be distributed to a group of predefined extensions base on the call strategy, a way to hunt for an active agent. By default the following call strategies are supported on Sky Central:
- Least talk time: call is routed to the agents base on the least talk time first
- Fewest calls: call is routed to the agents base on the fewest call first
- Longest idle time: call is routed to the agents have longest idle time within the tier level
- Random: ring the agents randomly, not in particular order
- Ring all: ring all the agents simultaneously
- Ring progressively: ring agents top-down until the agent ends up ringing
- Round Robin: ring the next agent available in line
- Sequentially by agent order: ring the agent in sequence by tier and tier order
- Top down: ring agent in the order as it is listed
To access Call Center function on Sky Central portal, from Company Admin page, click on Call Center which is listed under Phone System pull down menu:
Admin users can configure and monitor call center status from this page:
