Skill Based Call Routing

[SupportTeam]

Louis wrote:

 

I have found your product VoiceGuide, and I have a few questions for which I could not find the answer in your documentation.

 

Can calls be inserted into a queue depending on which line was called ? What is the limit number of queues ? Do you support skill based routing ?

 

We are an IT helpdesk, and helpdesk features are especially what we are looking for.

[SupportTeam]

I think you must be asking about an ACD type system. VoiceGuide can be used to implement an ACD system. What PBX are you using and what is the CTI interface on that PBX?

 

Preferably you need a PBX with a CTI interface to setup an ACD system. Otherwise you could have agents log into VoiceGuide and VG connect them with incoming calls as they arrive.

[lcorriveau]

We have a Nortstar Modular ICS PBX.

 

My main question is how many queues maximum can be set up ?

 

Thanks

[fluffybunny]

Louis

 

It sounds like you need an ACD software package.

 

We have written a package called ActiveACD which is a software based ACD package and uses dialogic cards to answer and route calls to agents. We are in the process of migrating across to using Voiceguide to control the dialogic cards.

 

If we can help you implement a helpdesk system do contact me on simon.edwards@integratedcomms.co.uk

 

Cheers

 

Simon