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919-459-2300 option 1
Did you know...? FeatureTel is the Exclusive Telecommunications Provider to the Carolina Railhawks Professional Soccer Team  Upcoming Home Games:
SAS Soccer Park
Saturday, June 23rd
7:30PM
Tuesday, June 26th
7:30PM
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This newsletter is sent to our primary client contacts. Please forward this to other members of your staff - Thank you.
Automated Call Distribution Queues (ACD)
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If you frequently experience a larger number of callers than you have people to immediately handle those calls, you might improve your callers' experience by using a Queue. Instead of ringing some phones, then going to voicemail or an Automated Attendant, a call can be queued up to wait for someone to become available to take the call. While queued, a caller can listen to music or a custom message while waiting.
We have all experienced it... the message which goes something like: "...please hold for the next available agent...". A queue is simply the most effective way of balancing caller experience with reasonable staffing levels. While a caller is 'queued' you can play break-in announcements and provide opportunities for the caller to press a digit to do something else like exit the queue and leave a voicemail message.
Some Key Features and Benefits:
- The caller can decide if they want to hold or leave a message.
- Agents can choose to 'log in' to the queue and take calls, or remain 'logged out' while working on other tasks.
- Real-time monitoring is available - allowing a manager to view agent, call, and queue status.
- Static reporting is available - reporting on queue statistics over specific time periods.
- You can play custom recordings that can serve to deliver information to the callers while they wait.
For more information, please contact your FeatureTel representative or contact FeatureTel Customer Support.
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Referral Credits |
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As always, we take great pride in providing effective, individualized customer service and we appreciate it when our clients share their experiences with others. To show our appreciation, we offer a referral credit for new business leads. If you provide us with an introduction to a business which becomes a new client, we will provide a referral credit of $20 per phone on your next FeatureTel bill for FeatureTel clients or a direct check for independent agents.
Please contact Paul Levering with your referrals. (Paul can be reached at 919-459-2310 or paul@featuretel.com )
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Feature Spotlight: |
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'Night' Mode
Companies often have different call treatments for daytime versus after-hours callers. A 'Night' button can be assigned to a user's phone to override the standard day-of-week/time-of-day automatic routing logic.
Pressing the ‘Night’ button once activates Temporary Override Night Mode. You know when you are in Temporary Override Night Mode because your phone will read [*Night] at the bottom of the screen. Temporary Override Night Mode will revert back to Day Mode at the next scheduled Day Mode time. [For example, if you want to leave early on a Friday but want the normal Day Mode to turn on Monday morning.]
Once in Temporary Override Night Mode (*Night) pressing the ‘Night’ button again activates Permanent Override Night Mode. You know when you are in Permanent Override Night Mode because your phone will read [**Night] at the bottom of the screen. Permanent Override Night Mode will not revert back to Day Mode until you use the ‘Night’ button to manually revert back to Day Mode. [For example, if you want to leave on a Friday and the following Monday is a Holiday and you don’t want Day Mode to com on until Tuesday morning when you manually activate it.]
- *Night = Temporary Override Night Mode
- **Night = Permanent Override Night Mode
Contact your local administrator or FeatureTel Support for more details.
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