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.