Advance Call Forwarding
Call forwarding is a core feature of the IVR system. You may want to forward incoming calls to your agents depending upon the user's input.
Traditionally, when you use a system without IVR all the calls lands to a specific number defined by the operator. It could be your mobile number or any one in your staff. But this type of forwarding doesn't always solve the problem.
Ziffy IVR system offers three type of call forwarding: Straight, Cyclic and Parallel.
Straight Call Forwarding
Calls will be forwarded as per the sequence assigned i.e. all calls will be first forwarded to the first agent and if he is busy then to second agent and so on.
Straight call forwarding is suitable for scenarios where all the incoming calls are handled by a single agent and in case there is no response from the agent or the agent is busy the call is forwarded to the failover number.
The maximum of 10 agents can be defined in this type of call forwarding.
Cyclic Call Forwarding
In this forwarding style calls are distributed to all agents equally. First call to first agent, second call to second agent and so on. It is also called Round-Robin Call Forwarding.
Cyclic forwarding is best suitable when you have an army of agents to receive the incoming calls and you want to distribute the calls evenly to everyone.
This is most preferred way of call forwarding in call centres as each and every agents gets an equal number of calls to serve.
Parallel Call Forwarding
Calls will be forwarded to all available agents simultaneously and the first one to pick-up the call will answer it and all others will be dropped from the call.
Parallel call forwarding is best suited for the environment where you have a small team of agents and you want that anyone who is free can take the call.
