Volume Call Management

Corebridge Volume Call Management extends the business benefits of Integrated Communications and CEBP to contact centres. It provides

• the ability to route calls to a number stored in any application and synchronised with the Corebridge directory. This also provides for “fall-back” numbers if the primary number is not available (if 1 is not available, then try 2, if 2 is not available then try 3 etc). This functionality enables the organisation to maintain “data driven routing rules” where the relationship between a caller ID and the extension number to route that caller to is stored in a database.
• The ability to create a “virtual” Corebridge user profile, configure personal call routing for that user and then apply the profile to any number of Corebridge users. Using this functionality, it is possible to create a rule to ensure that, for example, a particular caller will always route to a particular extension number regardless of whom they called.
• The ability, with a single configuration change, to automatically route all inbound calls to users’ mobile numbers to support Business Continuity scenarios.

Comprehensive tools for supervisors to define call distribution rules are as follows;

• Sequential routing: routes first incoming call to the first available agent in the group.
• Load balancing routing: ensure that calls are evenly distributed amongst agents by intelligent measurement of their work-load.
• Skill-based routing: routes calls to agents with required skill sets according to the identity of callers (by language, country of origin, industry, category of enquiry etc).
• VIP routing: routes VIPS to an available VIP service agent by recognising those callers categorised as VIPs in the Corebridge Solution meta-directory database.
• Last agent call routing: sends calls to agents appointed to manage those callers’ accounts, or to the last agent who was spoken to by a caller.