How can calls be routed?

[ptpop]

Can the split on an IVR be programmed so certain reps get calls from one part of the country. Eg. Can you CSR Joe Schmoe get most of his inbound calls from Texas and the guy next to him is getting a mixture of calls from all over the country?

Can Administrators to the system access it as if they are a customer as a secret shopper and call CSR's as if it's a live customer?

Thanks.

[professional-lists]

the general answer to your question(s) is (are) yes. Depending upon your system the set up will be different, and this can be accomplished in many ways. I would suggest setting up call groups who recieve differenet types of calls based upon incoming caller ID or upon input from the user at the IVR.

Best regards,

Tom Ryan
www.professional-lists.com

[Bill.h]

Depending on the system you have you can do this with Skill based routing after the IVR if the IVR passes the ANI so you can send some area codes to some groups. If the skill based system is open enough to have CSRs in several Skills at the same time and have a different rating you can make sure not to ophan calls. It can cause trouble if you try to use art steps or groups like Aspect's legacy system of the past 5 years or so. Best is to consult your vendor for the answer of what your system is capable of.

[GinaD]

Do you have an ACD/IVR, if so what kind? You can route the calls to agent level, priority, language, etc. It all depends on the solutions you have.

Gina Dohna
UCN
801-386-8353
gina.dohna@ucn.net

[mpccallcenters]

If I knew the type you had, I could provide specific instructions. We have alot of experience programming IVR systems and we have a whiz on staff that has pretty much worked with every major type of system.