Service pools

Call services pools can be used when the service numbers are used in the company. Service pools are usually used when direct numbers are not a suitable service point for the incoming calls and the incoming call traffic to a single number is needed to be divided into several users. The BeneVoice users can be a member of more than one Service pools. The number of users in service pools is not limited. Engaging in Service pools can be done by either the user or the Supervisor.

The main features of the service pools are:

One or more phone numbers per service pool
Pool schedules
Queuing and overflow transfer
A queuing option that lets a customer choose to wait if none of the users are available to take the call. Queue-based announcements or music can be played to the customer.
The voice prompts can be either pre-recorded wav-files or text-to-speech announcements. The possibility to play a “service closed” -announcement to the customer when needed, according to a predefined schedule. Service opening hours take into consideration public holidays, weekends and other customer-specific special days.
Call handling with BeneVoice softphones, MS Teams client, table GSM, IP phone, mobile phone or any other phone
Logging in/out to/from the service with using the phone or one of the User interfaces
User interface with real-time service pool information
Service pool voicemail
Service pools groups: defined service pools can grouped for an easier management and monitoring in UI.

One user can be a member of multiple service pools. Joining to and logging-out from service pools can be done in basic user interfaces or by calling to a specific short number. The system supports several different delivery methods for the handling calls:

Pick up groups: calls are offered simultaneously (every user’s phone is ringing simultaneously) to those users who have joined the service pool. The call is routed to the user who picks up first.
Longest idle: a call is offered to the user who has been idle the longest. The calls are distributed in a Round-robin fashion, where calls are offered to one user at a time starting from the longest idle user.
Skill-based routing: user-specific skill levels can be established, and calls can be offered to the user with the highest skill level first.

Skill-based routing

Calls are distributed based on the users' skill levels in the pool. Skill levels can be used to distribute the call load between users in the desired order. If users have the same skill levels, a call is routed to the user that has been available the longest.

Calls can also be allocated to predefined numbers according to different phases and methods (for example, a call is offered to three users with the highest skills for the first ten seconds, then to three users with lower skills for the next ten seconds, etc.).

Call wrap-up

Service pool functionality includes also an optional call wrap-up time handling. Wrap-up is a time used for after work after a call like registering call notes to CRM. During the wrap-up time the service pool calls are not allocated to a user. Administrator can activate a wrap-up time handling service pool based. There’s a default time that can be set for wrap-up, in addition the user can terminate the wrap-up at any time.

Call classification

The call classification functionality can be used when the call results are needed to be registered and there’s not any other application like CRM where the store them. The classification “tag” values can be defined by an administrator.