Routing Based on Skill Level
The system of distributing calls to agents more suitable by competence, mainly used in call service centers. The necessity for this service arose due to the big amount of incoming calls and in order to cope with them better, all calls are sorted and directed to corresponding agents.
A telecommunication mechanism allowing the user to redirect the incoming
call to another telephone, using the “Transfer” button and dialling a number of
the set where the call will be redirected.
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