If you have a Unified Communications software you have probably used Presence at least a few times to indicate if you are busy or away, but there is more to Presence than “Do Not Disturb”. Consider the following four Presence techniques to get the most of out of your UC solution.
1. Automatic Presence
While it is easy enough to manually change a Presence status, all too often we get caught up in something else and simply forget. Because Unified Communications is all about integrating all of your tools into one, the system can automatically change your status when you are busy on a call or giving a presentation, for example.
Incoming calls should be routed according to Presence. Whether this means sending callers to a colleague when you are busy or to a cell phone when on the road, the system can actively track your status and route all communication accordingly.
3. Selective Routing
Improving on the previous, selective routing can be applied to only certain parties. For example, a busy status could reroute customer calls to another extension but still allow supervisors or teammates through. Other callers could be routed straight to voicemail. This tool is based on logic and is incredibly useful to busy users.
4. Call Centers
Finally, presence can be used in call centers to increase efficiency and save time. Users can quickly identify who is available to receive calls, who can be consulted via instant messaging, who is unavailable, etc. All modern call centers should be benefitting from Presence.