Intelligent Call Handling Capabilities, Queuing

Intelligent Call Handling Capabilities

Panasonic understands that if a call is not answered, it is bad for business. That is why Panasonic PBX systems are integrated with multiple call handling features as standard.

Queuing

If a call cannot be answered it can be sent to a call queue and greeted with a friendly welcoming message. The messages are pre-recorded and can inform the caller that their call will be handled in the order it has been received by an agent as soon as one becomes available, or the messages can be used as a way to generate additional business opportunities by alerting the caller of a service the company offers, or a forthcoming sales promotion.

Automatic Call Routing

Panasonic intelligent call routing allows incoming calls to be distributed directly to the desired destinations. This is made possible by using the CLIP information that is sent with the call. Calls can be distributed to a single extension, or group of extensions. Extension groups can also carry VIP status, so that calls that are distributed to these groups are automatically pushed to the front of the call queue regardless of when they enter the queue.

The perfect service for your customers

Whatever the size of your company, efficient and courteous handling of telephone calls is a major factor in a successful business. Panasonic provides multiple solutions for large and small Call Centres, to help control and make use of the limited resources that may be available. The following call centre features are integrated into the PBX and can be expanded to suit more sophisticated call centres in combination with CTI software solutions available in the market:

•Intelligent and Automatic Call Routing

•Flexible Routing to distribution groups

•VIP call routing

•Automated Attendant

•Call Queue with waiting message

•Walking Extensions ('Hot Desking')

•Supervisor call queue monitoring

•Supervisor level monitoring and reporting

•Overflow Extensions

Personal Mailboxes and email notification.

Using the advanced TVM Messaging solution - each Extension can be assigned its own personal mailbox that can be contacted any time of day or night. If a caller leaves a voice message for a user, the extension user is notified by a message-waiting lamp available on proprietary telephones or can be additionally notified via an e-mail with voice message attached sent to the user's personal computer.

Incoming call information is also recorded with the message and is displayed on a Proprietary telephone. This information includes Callers telephone number, time of call, and length of call.