Different distribution strategies
Create ACD (automatic call distribution) with support for over 5 different distribution strategies. Fonezela’s ACD system supports both on hook agents as well as off hook agents.
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Fonezela’s ACD system is flexible, highly configurable and yet simple enough to be used by non technical users. Any in Fonezela can be an agent. Agents can be located anywhere across the globe. Fonezela’s ACD will always find the best available agent irrespective of their location. Agents will only need a computer or smart phone with internet connection.
Agents can login, logout and set break etc from an ACD queue by dialing a special code from their extension.
Login free ACD is also possible by specifying the extensions to which the calls should be routed in ACD settings.
Both on hook and off hook agents are supported.
Easily implement skill based routing by creating as many ACD queues as required and send the call to the right queue by implementing it in the call flow in the call flow editor.
It is possible to create setup where customers waiting in queue can exit to leave a voicemail or a call back request etc.
Supports different distribution strategies – Round Robin, Ring all, Least Idle etc.
Every ACD queue can be monitored in realtime from the dashboard.
Offers a variety of reports. Agents can login into multiple queues too in certain conditions.
Instantly change strategies and ACD configuration from the management interface.
Get Phone Numbers from over 65 different countries and assign a Call Work Flow to the Phone Number
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