Often you need to route and reroute calls dynamically. For example, if your babelforce users include sales or general office staff, then often they can be reached on a direct dial number as well as behind a main office, sales or support number. A common requirement is to automatically reroute calls if the particular person does not answer within a certain time.
It is also common to want to have the rerouting actually redistribute the call by selecting other users/agents with the right skill sets. This frequently also requires call rerouting based on real-time availability data.
There are two babelforce mechanisms that can help with such requirements: “direct routes” and “cascading queues”:
Direct routes:
For example, use triggers and selections in one queue to add direct routes to the sales guys. This allows you to specify which phone to try to reach them on based on dynamic rules and data: business hours, holiday calendar, availability on phone devices, properties of the inbound call, etc. With direct routes, your sales and other staff can say as usual “here is my card, call me on my direct number”. But behind the scenes, the calls can be delivered to any device. In addition, the calls can be auto-redirected using “cascading queues” and other rules.
Cascading queues:
You can use any babelforce trigger to leave a call queue and go to a second one. In the second call queue, you can route calls dynamically with rules. This process allows you to implement almost any kind of call distribution approach. The great thing is that you can base the selections of the staff members on almost any kind of data: skill set, availability, group or department, business hours or any property of a call.
You can achieve almost any kind of call distribution mechanism by combining direct routes and cascading queues.
