Using the Blacklist function, you can easily create a list of unwanted phone numbers and prevent them to access the lines. You can manage the blacklist, adding and removing contacts, in two ways: from the Asterisk CLI (you need to connect to the ssh console of your XCALLY server). through an internal IVR (the direct access to the server console is not needed, consequently there aren’t security risks). Finally, you can create a really simple Cally Square IVR project with the aim to deny the access to the Queue if the incoming call is from a blacklisted phone number. Contact us to request the full guide!...read more
Joe is a customer who called your call center to get information about his orders or anything else few days ago. Alicia, one of your call center agent, managed the call and provides many useful information to Joe.
Some days later Joe calls again to retrieve another piece of information: it would be nice if he can talk with Alicia again, because she already did it the last time!
This is exactly what the XCALLY Loyal Engagement feature helps you to do: increasing the probability the customer will talk with the last agent managing his/her interaction in the past.