The call related information can be attached to the call at call loading time (for outbound predictive/preview dialer calls) or can be attached to call while the caller is taken through the IVR prior to being placed in the ACD queue. This can include information like data entered by caller, retrieved from the database by the VoiceGuide script, etc.
Whilst in the ACD queue, VoiceGuide supports 'position in que' notification, and the option to schedule a callback. Other 'in-queue' functionality can also be added.
Skill based call routing is used when distributing the calls to available agents.
The Agent popup application can be used to display the call related information to the agent, allowing this call related information to be shown within a user-specified template, or the popup application can load a html page from a web server. Data placeholders are supported, and are replaced by corresponding information related to current call at popup display time.
The agent popup application can be modifed as desired, with full source code for the agent popup application provided to customers.
Below is an example of the Agents popup window when agent has been connected to an outbound predictive dialer call.
The default popup window has two timers - one keeping track of length of actual call and one keeping track of length of time spent 'wrapping up' the call.
