Call Delivery – The Challenge of Optimising Hunt Groups for BYOD
BYOD is changing the requirements of business users. It affects functions like hunting and call distribution. Gintel has introduced additional capabilities to enable a more efficient, intelligent approach to hunting, by using criteria such as location, most recently used device and presence, saving time and money.
Hunting between business users in team is an essentially simple task. It can be set up with a variety of rules to meet different conditions, but it enables calls to be routed between members of a team or organisation until someone is able to answer it. Simple, but powerful, as it helps ensure that calls are not missed and that important contacts are not lost.
That’s why it’s always been a key feature of the Easy Virtual PBX, enabling mobile devices to be included in the hunt group. However, times have changed and it’s no longer a simple matter of routing calls between different user terminals.
Today’s users typically have multiple devices. Obviously, a mobile is standard, but there may still be a fixed phone, but there may also be some form of tablet, a SIP client, a browser-based WebRTC communications session and so on. This introduces an additional layer of complexity to hunting.
A user might select one of these devices as their preferred terminal, but then forget to change when they move to a different environment. Similarly, it might be somewhat annoying to have all possible terminals ring simultaneously – parallel ringing has its advantages, but not necessarily when lots of devices are all active at the same time.
An intelligent approach is required. Easy Virtual PaBX is able to intelligently manage call distribution to bring hunting into the world of BYOD. By taking different criteria into account, the right terminal can be accessed immediately. This is not trivial, as calling multiple devices at the same time can create incremental costs for operators.
Instead, the Gintel solution can select the terminal that was most recently used or according to the active presence indication or preferences set. Even if these are wrong and a user has left the office, location information can be used to identify if the mobile is a more likely destination than the SIP terminal in the office. The combination of these criteria enables much more efficient routing possibilities and takes into account a range of factors that make sense for today’s business user.
It’s just one of the ways in which our solutions have adapted and evolved to help operators keep one step ahead of the needs of their customers. If you can anticipate customer needs rather than simply respond to them, you can be more competitive. Gintel helps operators be more competitive – our solutions evolve all the time so that you can take account of changing market conditions and changes in user behaviour. BYOD is one such challenge – but we help you take care of it, efficiently.