Call Routing and Handling

This

Whatsection defines what happens whenonce a call is answered:answered, ensuring that it is properly managed and directed within the system.

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