Virtual Call Centre is a service allowing the dispatch of phone calls to remote operators awaiting for them at a number from the fixed or mobile network ^*.

Remote operators can set themselves ready to receive calls either via the Internet or via a service number. In the same way, operators can set themselves in ‘pause’ in case of shift end or when taking a break.
Operators are automatically set to ‘pause’ in case of no answer after a predetermined number of rings, in order to correct errors or omissions in the logon/logoff procedures. Call dispatching is carried out according to several criterions, which are customizable for each numbering used to receive calls:

• sequential: calls are dispatched to operators in a sequential fashion;
• by knowledge level: calls are first dispatched to operators with highest competence, then to others; when similar levels of knowledge are available, operator who is idle since the longest time is selected;
• idle since the longest time: operator idle since the longest time is selected first;
• based on the accrued service time: operators who scored higher service time are selected first;
  
• latest operator to service customer: the same operator who was speaking to the customer during the latest xx minutes is assigned the call again; such option is likely to recover from line down occurrences;
• by operator’s code: calls are assigned quoting the preferred operator’s code to a voice responder; if code is unknown, either voice message prompts for a new code or call is routed according to one of the above criteria;
  please note that dispatching by operator’s code excludes dispatching by caller’s number, next option to be described.
• by caller’s number: dispatching is based on the caller’s number or part of it (e.g. area code or numbers having the same digits as the leading sequence); calls are routed to a group of operators, specified and managed according to previous options; please note that dispatching by caller’s number excludes dispatching by operator’s code

In case of no answer after xx seconds, call can be forwarded to a voice recording unit that will next take care of submitting voice message to an operator’s e-mail box.


^* Virtual Call Centre is designed to provide its functionality in the best way if its endpoints are fixed telephony numbers; in case the endpoint is a mobile device, Eutelia cannot guarantee accurateness in call management.