Call centers are special offices that are purpose-built to handle a large volume of phone calls. Call centers typically handle customer service, support, telemarketing, billing and collection functions. The employees who staff call centers are referred to as “agents” or “customer service representatives”. Call centers range from very small informal operations to quite large, highly optimized sites with hundreds of agents.
Ring Groups
Ring Groups provide the flexibility for a call to be answered by multiple internal extensions, commonly employed for handling calls received on specific lines (Inbound Routes) and directing them to designated destinations (such as Welcome prompts, IVR systems, and other ring groups). Additionally, internal access to the group can be achieved by dialing the assigned code.
To generate an Ring Groups, navigate to NextGenSwitch > Call center> Ring Groups, where you’ll find the most crucial fields for configuration.
Code, Please dial the number to reach this service.
Description, short description to identify this ring group.
Extensions, Here is the list of extensions for this ring group.
Ring Strategy, here you define the strategy to ring this list –
Ring Time, Please set the ring time in seconds, with a maximum limit of 160 seconds.
Answer Channel, “The channel through which the call is occurring.”
Skip Busy Extension, “If the channel is busy, we refrain from making further attempts.”
Allow Diversions, “This feature allows you to specify whether the diversions set for various extension members will be activated or not.”
Ring back Tone,
Select Destination, this is the call target to which the module should be routed.