Presence
The system allows managing traditional voice and IP channels. It provides a full control of the communication process between the contact centre and the client as well as allowing processing incoming and outgoing calls made by the same agents.
A feature allowing sending calls to queues or extensions based on set criteria. In example, a skill based routing where calls are directed to an agent or person, who has the most appropriate skill set in order to address the problem.
WD Telecom
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