Call Handling

Attendants can pick up calls in any order from any queue with a one-touch action on the screen.

AC automatically fetches the call out of the queue, establishes a speech path to the distant party and associates the call with the attendant’s handset/headset.

Attendants can then transfer/dispatch the call, create conference call, put the call on hold, or re-inject the call in the queue... as the situations require.

Attendants can pick up any pending call out of any queue by pressing the corresponding key.  The call is removed from the queue and the speech path is established between the attendant and the distant party on the handset/headset.  Attendants can then freely use any of the available call handling functions as the situation requires

▪The attendant can connect to the distant party to another person or another service within the organization by using the transfer function (with or without announcement);

▪The calling party can be transferred to another call waiting queue or pushed back in the original one;

▪The attendant can terminate the call or divert it to the voice mail or an IVR system ;

▪The attendant can re-inject the call into the queue or into another queue.

Other calls remain pending until they are picked up by the attendant or the calling party aborts.