Advanced Call Forwarding Feature
One of the important and core features of the IVR system is call forwarding. Sometimes, it’s required for the call center agents to forward incoming calls to another agent who is more skilled in that particular area. Traditionally, all the calls were forwarded to a specific number set by the operator but the advanced call-forwarding feature offers more than that.
There are three different types of call-forwarding features offered by phone systems operators in today’s era. It includes straight forwarding, parallel forwarding, and cyclic forwarding. Depending upon a user’s input, the calls will be forwarded to a specific agent.
However, to yield the benefits of this feature, make sure you leverage a trustworthy telephone service provider like the ones available at UCaaS Review. We offers easy-to-read side-by-side comparisons of the best VoIP service providers and their features and pricing models.
Types of Advanced Call Forwarding Features
The three different types of call-forwarding features include the following:
Straight Call Forwarding: Straight call forwarding follows a simple step. It forwards the call as per the assigned sequence. For example, the call will be forwarded to the first person mentioned in the sequence, if he is unavailable, then it will move to the second person, and so on. There can be a total of ten agents assigned in this straight-call forwarding setup.
Parallel Call Forwarding: In the case of parallel call forwarding, all the calls will simultaneously be forwarded to the available agents. Once the first person picks up the call and answers it, immediately all other agents in the sequence will be dropped from that call. It’s best suited in environments where you may have a small team and you want any available agent to pick up the call.
Cyclic Call Forwarding: Cyclic call forwarding is a feature that equally distributes all the calls to the available agents. It means the first call will be distributed to the first agent, and the second call to the next agent, and like this. The process is also known as round-robin forwarding. It’s best suited if you have a lot of available people to receive a huge number of incoming calls without pressuring anyone.
It can be a little difficult to choose an ideal telephone service provider that offers all kinds of call-forwarding features along with other essential settings. UCaaS Review helps to identify the experts in the area by providing in-depth insights and comparisons. Make the most informed decision with our available guides.