![]() If the queue is full, or if the call times out while in the queue, the caller might hear a message and then is either disconnected or transferred to a different destination, such as a different phone number or voicemail. While in the queue, the caller hears music until an available agent accepts the call. If no agents are available, the call is held in a queue until an agent is available. ![]() Supported call routing methods include serial, longest-idle, parallel, round robin, and Attendant routing (that is, all agents are called at the same time for every incoming call, regardless of their current presence). The Response Group application uses standard response group routing methods to route the call to the next available agent. When a caller calls a response group, the call is routed to an agent based on a hunt group or the caller's answers to interactive voice response (IVR) questions. You can increase the use of telephone support services and reduce the overhead of running these services by using response groups. The Response Group application routes and queues incoming calls to designated persons, who are known as agents. If your organization has groups of people who answer and manage certain types of calls, such as for customer service, an internal help desk, or general telephone support for a department, you can deploy the Response Group application to manage these types of calls. Planning for response groups in Skype for Business Server Enterprise Voice, which enables you to set up call routing to groups of users.
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