Automatic answering of calls

Queue announcement
When the ServiceDesk is open, the caller will hear a welcome message and an IVR selection menu (optional). When all logged-on agents are busy, a (periodic) queue announcement is played. As soon as an agent is free, the call is sent to them.

Alternative routing outside opening hours possible
The calls are handled based on an open/closed mechanism. When the ServiceDesk is closed, the caller will hear an “at the moment we are closed” message. The call can optionally be forwarded to a voice mail box or an alternative (internal or external) telephone number.