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