- Joined
- Feb 27, 2007
- Messages
- 12
- Reaction score
- 1
Just trying to understand how CFD (Call Flow Designer) fits in when handling calls.
Daytime: Caller has options 1) Setup service call (meaning go to queue of agents) 2) go to Accounting (forward to main office outside line) 3) go to HR (again forward to outside line).
IF they choose 1) from above it goes to agent queue but if agents are busy and calls not answered in say 2 minutes I want to forward these calls to our main call center which is again an outside number.
Then
After hours calls go to menu option to either leave VM or go to answering service for emergency tech dispatch.
My question is it seems to me I have to use some from each area: Queues, CFD and Digital Receptionist.
Can ALL of this be done in just CFD?
Just not understanding the connection between all the tools (Queue, CFD and DR) especially since you put a CFD file inside a Queue.
Can someone shed a little light on this for me please?
Daytime: Caller has options 1) Setup service call (meaning go to queue of agents) 2) go to Accounting (forward to main office outside line) 3) go to HR (again forward to outside line).
IF they choose 1) from above it goes to agent queue but if agents are busy and calls not answered in say 2 minutes I want to forward these calls to our main call center which is again an outside number.
Then
After hours calls go to menu option to either leave VM or go to answering service for emergency tech dispatch.
My question is it seems to me I have to use some from each area: Queues, CFD and Digital Receptionist.
Can ALL of this be done in just CFD?
Just not understanding the connection between all the tools (Queue, CFD and DR) especially since you put a CFD file inside a Queue.
Can someone shed a little light on this for me please?