Vox Implant. Blog

Tag Archives: acd

Call queue with callback function

ACD Callback

Good customer service is one of the critical components of the successful business these days. Many interactions with customers happen over the phone when they making calls to company’s call center and, since it’s rather expensive to keep a big number of agents in the call center, customers have to spend their time in a queue listening to some music and waiting for the answer. Fortunately, there is a solution for this problem – queue with callback function. IVR tells customer that he can press some key (for example, # or *) to hangup the call, but stay in the queue. After customer’s position in the queue was reached, system connects agent with the customer by calling customer’s number. It’s rather expensive module in case of Enterprise call center solutions, but with VoxImplant any developer can implement this type of queue in a few minutes.

Tagged in , ,

HTTP API update: Queue, Skill and Account management is now available

All VoxImplant developers can now create/edit/delete Queues and Skills remotely using HTTP API (this functionality was available only in Control Panel before). Building customized contact center became easier than ever before.

Check our tutorial Using ACD module for call queuing to learn how to use ACD module together with Queues and Skills.

Tagged in , , ,

Using ACD module for call queuing

ACD

Call queuing is required to process inbound calls to PBX or contact center, callers are put into queue where they wait for a free operator and listening to some music. IVR usually notifies a caller about his position in a queue and about estimate waiting time. Operators have controls to set their availability, because some time is required to put data about previous call before answering the next one. VoxImplant has all capabilities required to build contact center functionality including ACD (Automatic call distributor) that can be controlled using the ACD Module. In this tutorial we will build a simple queue that is being processed by operators with the same skill set.

Categories

Recent Posts

Aug 17, 2017 11:59
Messaging update
Aug 14, 2017 03:22
Hot Summer Speech-to-Text Updates
Aug 02, 2017 12:47
Screen Sharing in VoxImplant
May 02, 2017 12:08
H.264 video call recording is now available (in mp4 format)
Apr 17, 2017 10:58
Voximplant mobile SDK for Unity in now available
Feb 13, 2017 10:22
Authorization using tokens instead of passwords
Feb 03, 2017 01:45
Push Notifications for Android
Feb 03, 2017 01:45
Push Notifications for iOS
Jan 19, 2017 08:38
Speech-to-text: ASR
Jan 19, 2017 08:38
Speech-to-text: transcription

Archive

Tags