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Call Management
Call management is the process of designing and implementing inbound telephone call parameters, which govern the routing of these calls through a network. The process is most prominently utilized by corporations and the call centre industry and has its highest effectiveness when call logging software tools are used. Calls are routed according to the set up of calling features within the given system such as Call queues, IVR menus, Hunt groups and Recorded announcements. Call features provide a customised experience for the caller and maximize the efficiency of inbound call handling. Call management parameters can specify how calls are distributed according to an operator's skill level in relation to a call, the time and/or date of a call, the location of the caller or through automatic routing processes. Calling features Call management features vary from system to system and are based on an organization's needs to enhance customer experience. The systems commonly retain informat ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Corporations
A corporation is an organization—usually a group of people or a company—authorized by the state to act as a single entity (a legal entity recognized by private and public law "born out of statute"; a legal person in legal context) and recognized as such in law for certain purposes. Early incorporated entities were established by charter (i.e. by an ''ad hoc'' act granted by a monarch or passed by a parliament or legislature). Most jurisdictions now allow the creation of new corporations through registration. Corporations come in many different types but are usually divided by the law of the jurisdiction where they are chartered based on two aspects: by whether they can issue stock, or by whether they are formed to make a profit. Depending on the number of owners, a corporation can be classified as ''aggregate'' (the subject of this article) or '' sole'' (a legal entity consisting of a single incorporated office occupied by a single natural person). One of the most att ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Telephone Number
A telephone number is a sequence of digits assigned to a landline telephone subscriber station connected to a telephone line or to a wireless electronic telephony device, such as a radio telephone or a mobile telephone, or to other devices for data transmission via the public switched telephone network (PSTN) or other public and private networks. A telephone number serves as an address for switching telephone calls using a system of destination code routing. Telephone numbers are entered or dialed by a calling party on the originating telephone set, which transmits the sequence of digits in the process of signaling to a telephone exchange. The exchange completes the call either to another locally connected subscriber or via the PSTN to the called party. Telephone numbers are assigned within the framework of a national or regional telephone numbering plan to subscribers by telephone service operators, which may be commercial entities, state-controlled administrations, or oth ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Direct Inward Dialing
Direct inward dialing (DID), also called direct dial-in (DDI) in Europe and Oceania, is a telecommunication service offered by telephone companies to subscribers who operate a private branch exchange (PBX) system. The feature provides service for multiple telephone numbers over one or more analog or digital physical circuits to the PBX, and transmits the dialed telephone number to the PBX so that a PBX extension is directly accessible for an outside caller, possibly by-passing an auto-attendant. Plain old telephone service For direct inward dialing service, the telephone company provides one or more trunk lines to the customer for connection to the customer's PBX, and allocates a range of telephone numbers to the customer. Calls to such numbers are forwarded to the customer's PBX via the trunks. As calls are presented to the PBX, the dialed telephone number is signaled to the PBX with Dialed Number Identification Service (DNIS) using a prearranged, usually partial format, e.g., t ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Location-based Routing
Location-based routing is a system of rules to varying degrees of complexity dictating where inbound telephone calls from various locations are routed to. The location of call origin is normally determined by the outgoing caller ID of the caller but can also be determined by GPS position or signal triangulation, the latter being particularly useful for calls coming from mobile phones. Uses Having a call management system that knows the location of an incoming call allows for a wide range of applications – *Retail chain-outlets can have a single telephone number nationwide and use location-based routing to route callers automatically to their local store. *Franchises can be set up under a single brand with each franchisee servicing a particular locale and fielding its calls. *Inbound sales enquiries can be relayed automatically to the regional sales manager appropriate for the caller's location. Granularity Routing rules can be specified to different sizes of catchment area ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Omnichannel Routing
Omnichannel is a neologism describing a business strategy. According to ''Frost & Sullivan'', omnichannel is defined as "seamless and effortless, high-quality customer experiences that occur within and between contact channels". History "Omnis" is Latin for "every/all" and here suggests the integration of all physical channels (offline) and digital channels (online) to offer a unified customer experience. The effort to unify channels has a long history across all market sectors. Efforts like single-source publishing and responsive web design, however, were usually focused on internal efficiencies, formatting consistency, and simple de-duplication across channels. As the number of channels proliferated, the potential for disjointed experience when switching or working with multiple channels increased. Channels like mobile devices, the mobile web, mobile apps, contextual help, augmented reality, virtual reality, and chatbots are used in addition to traditional physical and human ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Skills-based Routing
Skills-based routing (SBR), or skills-based call routing, is a call-assignment strategy used in call center, call centres to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It is an enhancement to the automatic call distributor (ACD) systems found in most call centres. The need for skills-based routing has arisen as call centres have become larger and dealt with a wider variety of call types. In the past, agents answering calls were generally able to be assigned to only one queue taking one type of call. This meant that agents who could deal with a range of call types had to be manually reassigned to different queue at different times of the day to make the best use of their skills, or face being exposed to a wide variety of calls for which they were not trained. With skills-based routing, the skills needed for a particular call are often assessed by the dialled telephone number and the calling number or caller's identity, as we ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
E-mail Attachment
An email attachment is a computer file sent along with an email message. One or more files can be attached to any email message, and be sent along with it to the recipient. This is typically used as a simple method to share documents and images. History, and technical detail Originally, ARPANET, UUCP, and Internet SMTP email allowed 7-bit ASCII text only. Text files were emailed by including them in the message body. In the mid 1980s text files could be grouped with UNIX tools such as bundle and shar (shell archive) and included in email message bodies, allowing them to be unpacked on remote UNIX systems with a single shell command. The COMSYS/MSGDMS system at MIT offered "Enclosures" beginning by 1976. Users inside COMSYS could receive the enclosure file directly. Messages sent to users out of the COMSYS world sent the enclosure as part of the message body, which was useful only for text files. Attaching non-text files was first accomplished in 1980 by manually encoding 8-bit ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Email Address
An email address identifies an email box to which messages are delivered. While early messaging systems used a variety of formats for addressing, today, email addresses follow a set of specific rules originally standardized by the Internet Engineering Task Force (IETF) in the 1980s, and updated by . The term email address in this article refers to just the ''addr-spec'' in Section 3.4 of RFC 5322. The RFC defines ''address'' more broadly as either a ''mailbox'' or ''group''. A ''mailbox'' value can be either a ''name-addr'', which contains a ''display-name'' and ''addr-spec'', or the more common ''addr-spec'' alone. An email address, such as ''john.smith@example.com'', is made up from a local-part, the symbol @, and a ''domain'', which may be a domain name or an IP address enclosed in brackets. Although the standard requires the local part to be case-sensitive, it also urges that receiving hosts deliver messages in a case-independent manner, e.g., that the mail system in the domain ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Internet Fax
Internet fax, e-fax, or online fax is the use of the internet and internet protocols to send a fax (facsimile), rather than using a standard telephone connection and a fax machine. A distinguishing feature of Internet fax, compared to other Internet communications such as email, is the ability to exchange fax messages with traditional telephone-based fax machines. Purpose Fax has no technical advantage over other means of sending information over the Internet, using technologies such as email, scanner, and graphics file formats; however, it is extremely simple to use: put the documents to be faxed in a hopper, dial a phone number, and press a button. Fax continues to be used over the telephone network at locations without computer and Internet facilities; and sometimes a fax of a document with a person's handwritten signature is a requirement for legal reasons. Faxes can be sent from electronic devices, often referred to as online faxing which allows faxes to be sent and received ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Automated Attendant
In telephony, an automated attendant (also auto attendant, auto-attendant, autoattendant, automatic phone menus, AA, or virtual receptionist) allows callers to be automatically transferred to an extension without the intervention of an operator/receptionist. Many AAs will also offer a simple menu system ("for sales, press 1, for service, press 2," etc.). An auto attendant may also allow a caller to reach a live operator by dialing a number, usually "0". Typically the auto attendant is included in a business's phone system such as a PBX, but some services allow businesses to use an AA without such a system. Modern AA services (which now overlap with more complicated interactive voice response or IVR systems) can route calls to mobile phones, VoIP virtual phones, other AAs/IVRs, or other locations using traditional land-line phones or voice message machines. Feature description Telephone callers will recognize an automated attendant system as one that greets calls incoming to ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
