Omnichannel dialogue routing allows routing calls based on numbers, skills, geography, IVR prompts, CRM data, etc. Enhanced routing options including white-listing, black-listing and VIP customer routing.
Smart routing connects the customer to the right agent
Anywhere365 intelligently routes dialogues to the best agent, knowledge worker or employee, ensuring customers enjoy first contact resolution of their issues.
Configure Smart Routing options in the SharePoint settings.
It is possible to regulate, based on a regular expression the number(s) to a specific skill. With this feature you are able to route specific numbers or number plans to specific skills. This feature can be used together with a SharePoint workflow, or an Anywhere635 Timer Job, to schedule a specific situation when specific routing can work.
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