Phone numbers

A number always points at exactly one agent. Everything else is routing.

Assignment

Under Phone numbers you connect a number to an agent. Changing the assignment applies from the next call onwards, conversations in progress are untouched.

Opening hours

Every number carries a schedule. Outside it, a different agent can take over or an announcement can play. This is the clean way, instead of writing opening hours into the task where they are wrong on the next public holiday.

Transfer

Per number, define where a call goes when the caller asks for a person or the agent gets stuck. Without a destination the conversation ends in an apology, which is the worst possible outcome.

Caller recognition

Known numbers can be linked to a contact in your CRM. The agent then greets by name and skips asking for a customer number or the reason for calling.