What is Circular Call Routing?
Circular Call Routing rotates agents in the call distribution list, ensuring equitable distribution of calls among agents.
What is AHT in VoIP?
Average Handle Time (AHT) in VoIP call centers measures the average duration agents spend on calls. It’s a critical metric for staffing and efficiency planning in customer support centers.
What is Cloud PBX?
Cloud PBX offers PBX features through the internet, with decentralized, redundant hardware sets, differing from hosted PBX by not being tied to specific hardware.
What is an Auto Attendant?
An Auto Attendant (AA) is an automated call directing system that uses dial pad inputs to route calls to specific numbers or extensions.
What is CNAM in VoIP?
Caller ID Name (CNAM) in VoIP displays the caller’s name, varying across service providers. It requires database synchronization among providers for accuracy and consistency.