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Queue Notifications, Call Backs, and Threshold Routing Options

Companies with heavy call volumes, where call are constantly being placed on hold, need to keep callers engaged to minimize on abandoned calls

In addition to multiple selectable hold tunes, Telebroad offers Queue Notifications that inform callers periodically about their position in the queue and are gives them an estimated wait time for an agent to answer them. This gives callers a true sense of being supported as they hear their progression in the queue.  Callers are always given an option to return to the auto-attendant and choose to talk with a different agent or department.

If long holding time is expected, callers can choose to request a Call Back. When activated, this allows a caller to dial asterisk to confirm his number (based on his caller ID) or enter his phone number. He can then hang up. The system will pass his number to the relevant agent who will return the call when becoming available.

Administrators can also set up Routing Options for calls that are not answered in a designated amount of time or based on certain queues thresholds. Example thresholds can be a maximum amount of callers, durations of holding times, or number of available agents. When meeting the threshold calls will can be routed to voicemail, another extension, outside number, or back to the auto attendant.