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Tag: call center

Step-by-step call center tutorial part 8

Call lists, PDS and SIP / Predictive dialing / 3rd party call control

Step-by-step call center tutorial part 6

IVR and operator skills

Step-by-step call center tutorial part 5

Waiting in a queue

Step-by-step call center tutorial part 4

Handling a call disconnect

Step-by-step call center tutorial part 3

Creating a call queue

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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