A good understanding of the Microsoft Phone System Cloud Services capabilities in Office 365 for incoming call routing is required to properly and quickly route callers to the correct destination, al...
Updated Sep 29, 2017
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Dear Marina, dear Irena,
thanks a lot for this interesting content!
I am asking myself if the following use case of a "Technical Specialists Service Hotline" can be realized with the Cloud PBX system:
Each technical specialist calls a toll-free service number, ending up in a call queue where he waits to be connected with a customer.
Each customers calls another (not toll-free) service number, ending up in another call queue hoping to get routed to one of the technical specialists. As soon as a technical specialist "appears" in the technical specialists call queue, the customer will be connected directly with him, and they can talk. If the customer presses 0 during the talk, he will be connected with the next specialist waiting in the technical specialists call queue (if any), or he will be put again in his queue waiting until the next specialist calls in.
In this "fully automated" routing scenario, no "typical agents" are involved waiting for their phone or Skype client to ring. Instead, the members of the two call queues get connected with each other, like acting as "agents".
Is it possible with SfB/Cloud PBX to realize such a scenario?
Thx in advance!