Next Available Extension

[jacksors]

Can VoiceGuide be configured, or at least one function of the script, with a list of available extensions for the agents who will be answering calls and forward the incoming request to the next available agent.

 

For example. All incoming calls will either go to two or three numbers based on the options entered by the called. However, if one of the numbers(extensions) the call be sent to is busy, can VoiceGuide be instructed to check another number instead of going to voice mail?

 

It would be great if it could check two or three other extenstions before it is dumped back in the voice mail box.

[SupportTeam]

To check extensions you could try the 'Announced Transfer' to one extension after another.

 

What you are really getting into here is ACD (Automatic Call Distribution) systems - and these are best implemented when you have a PBX with some sort of a CTI interface like SMDI (Simplified Message Desk Interface) or similar.

 

This way VoiceGuide always knows which agents are available and can decide which is the best agent to transfer the call to (based on past number of calls taken by them, time since last call etc.)

[jacksors]

How can VoiceGuide be setup to interact with an ACD or SMDI?

[SupportTeam]

How can VoiceGuide be setup to interact with an ACD or SMDI?

There are special integration add-ons for that.

 

When you have access to a PBX with some CTI interface let us know which interface your PBX is using and we'll take it from there.