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.
“Extension” - is the extension of the telephone line (PBX) or the Centrex system. It works as an association and allows calling to certain telephone sets without the necessity of dialing the telephone number, but only by dialing a short combination of digits, reaching the desired subscriber.
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