Group Divert (ACD)
Diverts callers to a single number or group of numbers including queuing and on-hold music.
Overview - Why use the group divert service?
The Group Divert service provides the ability for calls to be diverted to one of multiple telephone numbers. The caller is placed in a queue and played a customisable announcement whilst the call is waiting to connect. Each telephone number specified in the number/extension group is called until the caller is connected or the settings (queue size, duration) dictate that the call is not connected.
If the call is answered then as with the Call Divert service it may be pre-announced and an acceptance menu provided.
If not connected then the call may be ended, put through to voicemail or to another service such as a switchboard, or another Group Divert used as overflow.
Although primarily used for providing ACD like facilities this service is also used to provide follow-me style functions where an individual may have several numbers they can be contacted on with each one being called in priority order.
When diverting to a group of numbers, calling patterns can be set up, determining which numbers should be called for how long, whether calls can be queued, and what should happen if the call is not answered.
The Group Diversion service is so comprehensive that it can and is used by some as a disrtibuted ACD system.
The above facilities are used for many different reasons, including:
- Companies that operate call centres using outworkers and/or multiple offices.
- Companies that have people on the road but do not want to give out mobile numbers.
- Individuals who currently have an office, mobile and home number but want one number through which they can be reliably contacted.
- Where it is necessary to divert calls to larger groups of people than would be convenient using a Call Diversion service, callers simply enter an extension number and the Group Divert service transfers the call.
- Non-UK companies wanting a UK presence (08xx numbers such as Freephone, or a London number), with calls diverted to a non-UK office.
- People wanting to take calls on their mobiles but wanting to have a UK number.
- and on ....
Like all Callagenix services, the Group Divert service provides, fax, voicemail, configurable announcements, an easy-to-use interface and can be integrated with all other Callagenix services - see features for a full description of the facilities available. It can be set up and operated in a test environment free of charge.
Find out more...
How does the group divert service work?
How much does the group divert service cost?
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