Back or Controlled Busy

Author: CCa2z

Date: 17th September 2009

This occurs where lines are intentionally 'busied', reducing the number of incoming lines for callers.  The call treatment is the busy / engaged tone.

This reduces delay times and abandonment rates and improves service level.

Clearly, there needs to be adequate correlation between service level, staffing and trunks.

This creates false call profiles as callers can not access the service when they wish to and call at inappropriate times.

Which is the poorer service, to receive the engaged tone or queue for an inordinate length of time?


Share this
email this page to a friend print this page