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Inbound Phone Call Flow

Calls flowing into Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. stay in a queue until an agent is available. When an agent changes status to available, the longest waiting call in the queue is offered to the agent. Virtual Contact Center searches the Local CRM database for existing records based on caller ID, account number, case number, or any arbitrary data passed during the interaction. Searching based on arbitrary data requires customization of the CRM workflow and external IVR (eIVR) .

If the caller is an existing customer, the relevant customer or case record is presented to the agent through screen pop. Screen pop of matching data occurs either before or after agent accepts an interaction, based on the screen pop settings configured by contact center administrator. The agent processes the call and selects transaction codes to indicate call disposition. Selecting transaction codes may be optional or mandatory based on the settings. On ending the call, the agent gets post processing time for a final wrap-up before the call terminates. If codes are mandatory, the call stays in post processing mode until codes are selected.

At the termination of the call, Virtual Contact Center may create an auto call log. If the administrator has configured auto log, one of the following auto log events occurs:

Note: Auto log of interactions requires administrator configuration.

The sequence of events in an inbound call flow may be represented as follows:

Figure 20: Inbound Call flow diagram

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