Smart Routers allow you to directly route callers based on information that can be immediately gathered about them. Using if/then conditions, you can build smart routers to execute complicated routing based on specific pieces of caller information. Learn More
Keyword Spotting analyzes calls for particular keywords in the transcription of the call. By adding keyword spotting rules, you can tell the system to look for particular keywords and then take a variety of actions. Learn More
Voice menus are a routing option that allows you to route callers based on keypress or based on speech recognition. Callers can listen to a greeting explaining the menu options, then make a selection. Learn More
Queues are used to route callers to a group of agents. Callers who are routed to a queue will wait on hold for an agent to answer based on a series of rules you define in the queue settings. Learn More
Schedules define active hours that you can use to control available times for agents and routing features. Schedules are built using days of the week and hours of the day rather than specific calendar dates. Learn More
