What this is for
A voicemail box that nobody empties is worse than none at all. Messages therefore run through the same distribution as calls.
Each message is assigned to the next available agent and stays visible until it is closed.
The difference
Whoever is away receives nothing. What is left lying becomes apparent.
Without
The mailbox fills up. Who is responsible only becomes clear when somebody asks.
With
The message sits with one person as a case, with call back by click.
What the module does
Distribution
Assignment by skill and availability.
Call back
Straight from the message, with one click.
Filing
Recording and transcript go into the CRM.
Your own rules
When a message is taken is set in the process designer.
Where it sits in the flow
- ArrivalCall, chat, email, fax
- RecogniseRead request and data
- DecideSettle or hand over
- HandleAn agent takes over
- ReviewTrace and plan
Technical details
- Assignment
- By skill and presence
- Filing
- Recording and transcript in the CRM
- Deployment
- On premises or data centre
- Configuration
- Graphical process designer
