Call Forcing

Call Forcing is a feature of ACD that finds agents who are available to take calls and delivers calls to those agents automatically. The agent is notified of the call and connected automatically, without pushing any buttons.

AnswerConnect does not use call forcing, but does route calls to the next available operator. The difference is that the agent has the freedom of choosing when to connect the call. This gives the agent enough time to see the answer phrase before the call is connected, offering a smoother call experience for your clients.