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Condition routing


A clever combination: Condition routing tailored to your needs

 

Last update: 23 Feb, 2021

 

VIER engage makes customised call routing particularly easy and flexible: The ACD module "Condition" allows the integration of branches based on conditions, such as the characteristics of a group.

 

Used are the availability or the service level of the respective group for example, but also the availability of users. If different teams are in use, an even distribution of calls can be implemented.

Useful tip: As condition features, you can, for example, combine the priority of the voice input, VIP routing, call number suppression and a specific input in a condition set. Either all configured conditions must be fulfilled, or only one - just as required! The diverse combination options and the flexibly adjustable target after a condition decision make the "Condition" module a great tool for your customer service. Have you tried it yet?