Blended Call Routing Chapter 4: Routing Calls
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Calls are routed directly to the support workgroup with a mailbox that provides
coverage.
The calling party can dial “0” in the mailbox to reach the workgroup assistant or
“9” to return to the auto-attendant.
Calls are routed directly to the employees with a mailbox that provides coverage.
The calling party can dial “0” in the mailbox to reach his or her personal assistant,
or “9” to return to the auto-attendant.
An operator provides limited call handling functions from individual mailboxes or
the automated attendant.
In this example, after-hours call routing is received by the workgroups and individual
employees.
4.6 Blended Call Routing
Communication systems typically use a mix of automated, live, and DID call routing to
maximize user satisfaction as well as efficiency and flexibility. This usually includes taking
a published main telephone number and routing it to the auto-attendant, as well as
installing DID lines that route calls directly to different workgroups and individual
employees.
Figure 4-3 Direct Inward Dial Call Routing
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