Get your end user to the right place without bouncing around different people and departments

With supported and integrated CRM/ERP/PSA systems you can now introduce an Auto Attendant Option to present the caller with a prompt for an existing ticket number.

If the entry is successfully matched in your system then you have options:

• Transfer the call to the last resource on the ticket
• Transfer the call to a set extension or call queue

If the entry is not matched then you can:

• Transfer the call to a set extension or call queue

You select if you want the system to reference a contact or account

Routing type: select if you want the system to reference a contact or account. 
Select account/contact: type the name or work associated with the client or account that you want to route. 
In Office destination: select the destination where the call will be sent.

This is helpful when you need to categorize calls that take a higher priority and need to be answered with more urgency. When the same people are part of two or more call queues, and calls on one of the queues should receive priority over calls in the other queue.

• You can enable as many priority queues as you want.
• If you have multiple priority queues then one does not take precedence over the other but they will always be ahead of non-priority queues.