Automatic Call Distribution

  • Business Hours, Public Holiday and Calendars
  • How to setup time schedules, calendars and extension switches for managing business hours, public and company holidays.

  • Custom Prompts and Music on Hold
  • How to import and use custom prompts and music on hold in teams, IVRs and actions.

  • IVR Menus
  • Interactive Voice Response (IVR) menus are used to steer and direct callers through option menus to enhance call routing and customer service.

  • Skill Based Routing
  • Skills Based Routing is an advanced routing strategy that routes calls to contact center agents who are best qualified to fulfill the incoming callers requirements.

  • Call Distribution using Actions
  • Configure pascom VoIP phone system Call Distribution actions for professional call routing