Call Routing and Handling

This section defines what happens once a call is answered, ensuring that it is properly managed and directed within the system.

• Routing to Agents
  Determines how calls are assigned to available agents, ensuring efficient distribution based on availability or predefined rules.
• IVR Integration (if applicable)
  Allows calls to pass through an Interactive Voice Response system, where callers can select options before being connected to an agent.
• Voicemail Handling
  Defines how voicemail interactions are managed, including detection, recording, or appropriate follow-up actions.
• Call Transfer Rules
  Establishes how and when calls can be transferred between agents or departments, ensuring proper handling of customer needs.