Personal telephony is when a caller wants to reach a specific person. Personal calls handled by ACE are known as Direct Inward Dialling.
If the person searched for is unavailable there are several options to deal with the call, as seen in Direct Inward Dialing and alternative answering point
Direct Inward Dialing functionality for individual users is configured in ACE Admin. See All details in the User accounts window.
Working with both personal telephony and as an agent in the contact centre, you only need one extension.
- For the back office user, i.e. not logged in to ACE Agent or ACE Interact the Direct Inward Dialing functionality is only available if the call is made to a fixed Voice extension; i.e. not a mobile number.
- For the agent, i.e. a user logged into ACE Agent or ACE Interact, the personal call is handled regardless of which number was dialed, provided that the access number belongs to the same IVR pool as the agent. Personal telephony is only used with CTI. i.e. not in Light Mode.
Additional settings
When configuring personal telephony in ACE Voice there are some issues which needs your attention:
- Is ACE Dialer used for campaign telephony?
- Do you frequently route calls between different organisations?
For details see the document Configuration Instructions ACE ServiceNode.