Episode 3. Infoline

In this section you will get acquainted with our infoline. The infoline allows you to handle incoming calls. The key to a successful phone line is proper configuration.

Table of contents#

• Introduction
• Simplified call handling process
• Step by step
  • Get to know our IVR
  • Assign agents to phone queues
  • Call

Introduction#

In this section you will get acquainted with the inbound module. Infoline allows you to handle incoming calls.

Simplified call handling process#

• The customer calls the company phone number connected to Thulium.
• The call goes to the IVR, where he can make a selection of the case he is calling about.
• Then, after the selection is made, the call is routed to the appropriate queue.
• In the queue, the system queues people waiting to be connected to a consultant. The queue can be handled by multiple consultants with different priority.
• If all agents are busy then the customer hears a message along with the information about the occupied place in the queue, which helps to keep the customer's attention on the infoline.
• While waiting in the queue, the customer can get a message that after, for example, abandoning the call, he will get a return call (callback).
• If there is more than one free, the system will behave according to the selected call distribution policy. For example, it will direct the call to the longest free consultant.

Step by step#

At this stage we want to introduce you to the logic of operation. We will help you in preparing the configuration once you get to know our system a little better.

Get to know our IVR

IVR (for Interactive Voice Response) is a voice menu feature that allows a customer to tone in the subject of an issue or the department they want to call to automatically switch the customer to the appropriate location.