Tag Archive for: Direct Agent Dialing

Amazon Connect direct telephone call illustration

Enable Callers to Dial an Agent Direct?

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Direct Dial and Agent? Not every contact center wants callers to be able to dial a specific agent directly.  In fact, more times than not, it is discourage entirely.  Certain enterprises however find it a real necessity.   Customer service…
Telephone keypad call options

Direct Extension Dialing and queue based Voice Mail for Amazon Connect!

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Call Center with PBX like features? One of the most requested features folks deploying Amazon Connect typically ask for is the ability to directly dial an extension to reach a specific agent or team member.   Clearly Amazon Connect is not…
Telephone keypad call options

ShoreTel Contact Center Overflow Concepts and Direct Calls to Agent!

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I would like to kill call center challenges with one blog!   In many call center environments, it is possible that an agent has a Direct in Dial (e.g. DID) number that a client might call and bypass the entire call center process!   For a…

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