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Call centre routing policies
Information for administrators
A call centre is a virtual user that queues calls and distributes them to agents according to the policy you assign to it. A call centre is created at site level, although the agents assigned to it can be from any site in the organisation. Some call centre settings are defined at the enterprise level so they can be used for call centres at all sites.
You can define routing policies to control what happens to calls, for example, during out of office hours or if a call can't be queued because the queue is full.
Call centres come in two editions: the Call Centre Basic edition and the Call Centre Standard edition. Each edition has a different level of features included. Your organisation can have a mixture of editions, so that each person gets the edition they need for their role.
Updating different call centre editions
Different call centre editions have different features. If you can't see or can't change a call centre setting, it means that the feature is not enabled for the call centre edition that you're changing.
To change the routing policies for a call centre
- Select Standortdienste > Callcenter.
-
Select a call centre from the list.
The selected call centre is shown in Callcenter at the top of the screen. You can select other call centres from this list to change their settings.
- Select Callcenter-Optionen to change the settings described in the sections below.
Bounced calls
A call is bounced if it was delivered to an agent but not answered. Bounced calls have priority over other calls in the queue.
|
Setting |
What the setting does |
|---|---|
|
Abweisung der Anrufe nach |
Sets a call to bounced if it is not answered after the number of rings shown here. |
|
Weiterleiten zu Rufnummer |
Forwards bounced calls to the phone number shown here. |
|
Anruf abweisen, wenn Agent beim Umleiten des Anrufs „Nicht verfügbar“ wird |
Sets a call to bounced if the agent becomes unavailable while the call is being delivered to them. |
|
Agent warnen, wenn der Anruf länger gehalten wird als |
Alerts the agent if they keep a call on-hold for longer than the time shown here. |
|
Anrufe abweisen, wenn sie von einem Agenten länger gehalten werden als |
Sets a call to bounced if the agent keeps the call on-hold for longer than the time shown here. |
Overflow
When the call centre queue is full and cannot accept a call or when a call is not handled within a certain time, the overflow routing policy determines how to handle the call.
|
Setting |
What the setting does |
|---|---|
|
Aktion |
Determines how the overflow works:
|
|
Überlauf aktivieren nach Wartezeit von |
Triggers the overflow action after the call has waited for the time shown here. |
|
Ansage vor Überlaufbehandlung abspielen |
Plays a message to callers before taking the overflow action. You can choose one of the following options:
If you enter more than one message, the messages are joined together before they're played. |
Stranded calls
If all the agents are unavailable, the stranded calls routing policy determines how to handle calls.
|
Setting |
What the setting does |
|---|---|
|
Aktion |
Determines how stranded calls are handled:
|
Stranded calls - unavailable
As well as the stranded calls policy, you can set up another policy if a certain number of the agents are unavailable for a certain reason.
|
Setting |
What the setting does |
|---|---|
|
Agenten folgenden „Nicht verfügbar“ -Code haben |
Takes the stranded action if the number of agents shown here are unavailable for the reason shown here. |
|
Aktion |
Determines how stranded calls are handled:
|
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