If you are running inbound campaigns in your Asterisk based contact center ACD, it is quite possible that you may have tiers of callers or subscribers that you wish to handle differently based on the packages that these callers have purchased. In most instances, you would want to attempt to prioritize higher paying customers, so that they will continue being higher paying customers. Using the Q-Suite’s Priority Calling features can help you accomplish this. Continue reading “Handling Priority Calling in the Call Center ACD”
Call Transfers in the Call Center ACD
The need to transfer calls is an inevitable use case in the workflows of almost every contact center ACD. Whether it’s a transfer to an external entity, a different internal department, or to a supervisor, transfers do not necessarily follow the same pattern given the scenario. Let’s talk about the 3 major types of transfers that can be configured in the Q-Suite. Continue reading “Call Transfers in the Call Center ACD”