Call Center Functions

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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

Sky Central: