A company with many retail outlets and regional offices needs a solution to manage the sales, customer service, accounting and technical support in a seamless and clear manner. It is necessary to route inbound calls geographically to the appropriate location.
Within the technical department, it is important to route calls to staff members in the appropriate hierarchy. Further, when volume overwhelms the customer service department, excess calls need routing to the technical support department for assistance.
As staff members are located in various time zones, members need the capability of modifying their available status appropriately.
vibratoPBXtm renders the seamless impression by providing a single reception assistant / auto attendant for incoming calls with direction by a custom greeting for inbound caller options.
Queues help manage a rush of inbound calls and call distribution facility helps manage overflow from queues, such as the customer service queue overflows to the technical support.
Assigning each staff member in the technical support department a ranking allows the calls in the queue for this department to flow out based on ranking level.
Each staff member can log in and out of queues or make himself or herself unavailable in a simple manner using the web interface or over the phone.