Assuming there is more than one Agent available to service an inbound contact center call, a “skill” level can be applied to route the call to the most suitable agent.   It is important to note that the system will only use this criteria if there is more than one Agent to choose from.  If there is only one Agent available to service the call, the call is routed to that Agent regardless of Skill Set.   Skills are defined in the [...]

One of the great attributes of a Personal Call Manager, is the multiple call appearance functionality.   When you have an active phone call  you  can actually see a new call ring in, on your screen.  I like to think of this as “priority call management”.  Given that I know the value of the call I am on, when I see the Caller ID of the new call, I can make a real time decision about putting my current call on [...]