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Tag: call center

Better ACD operator status API

You can now get current status and receive status change notifications

Step-by-step call center tutorial

Handling an incoming call

Call 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.

Using ACD module for call queuing

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.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 module usage example: multi-level menu

Most of IVRs nowadays provide caller with the number of options that can be chosen in a multi-level menu. While this kind of IVR can be built using vanilla VoxEngine javascript code, it's better to use helper module (Modules.IVR) we created to simplify the process.

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