Why move the Auto Attendant into the Contact Center?
Many Call Center applications have an Automated Attendant front end call tree.
Typically,
you might have an Automated Attendant that plays the familiar On-Hours recoding:
“Thank you for calling our...
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Why move the Auto Attendant into the Contact Center?
Many Call Center applications have an Automated Attendant front end call tree.
Typically,
you might have an Automated Attendant that plays the familiar On-Hours recoding:
“Thank you for calling our company, press 1 for technical support and 2 for sales support”.
The question asked in today’s blog is: should the Automated Attendant be located in the
PBX or in the Call Center? There are very interesting ramifications for each of these
options.
Generally, with out thinking this question through, the easy answer is to have the PBX do
the front end Automated Attendant.
In the ShoreTel world, the On-Hours/Off-Hours
scheduling of the changes to the call tree and messages played is so “brilliantly simple”
that everyone will select this implementation strategy.
In our simple example above,
selecting either option will direct the caller via a route-point/IRN marriage into the Contact
Center to be processed by the appropriate Service, Grou
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