Incoming Call Distribution

As we well know from the “Initial configuration” section, the system can be configured for incoming calls to generate a “Ring” on the agent’s webphone, giving the possibility of deciding whether or not to answer the call. Or can be configured to directly connect incoming calls to agents (that is to say, auto-answer the call).

Behavior can be seen in figure 1.

Figure 1: inbound call ring

If the configuration is in auto-answer mode (like a predictive campaign) , the agent will hear a “beep” message once the call is connected and will see the name of the campaign the call belongs to.

Figure 2: inbound call campaign

Contact Management

Incoming calls can be associated to contacts already available in database, or new contacts to be saved.

Figure 3: inbound call without contact

In this case, the agent can decide whether to disposition the call or not. In the positive case, then the agent can proceed with the contact information upload and subsequent call disposition.