When calls come in at volume, Flow decides where they land, who answers, and what callers experience while they wait. Build it once, then adjust it as your organization changes.
Flow is for the lines that take real volume: a support number, a front desk, a dispatch line. It gives every caller a place in line, sends them to the right person, and shows whoever’s running the floor what’s happening right now.
Calls enter a named queue and go to whoever’s free. Set the hold music, decide what happens when the line gets long, and let callers ask for a callback so they keep their place without sitting on hold.
Tag people with what they handle and how well, and calls match to them: the billing call to someone who knows billing, the Spanish call to someone who speaks it. When a caller has waited too long, the call moves up the line on its own.
A real–time board shows who’s on a call and who’s waiting longest, sorted so the call about to go cold is at the top. A supervisor can listen quietly, whisper to the person on the call, or join the call outright, and move a call to another agent with a click.
Flow isn’t a separate call center bolted onto your phones. People answer on the desk phone they already have, or on the NocTel Go app, and log in right from it. It shares the same directory and the same place you manage everything else.
Flow shares the phones, the directory, and the login you already use for the rest of Desk. Add Screens to put wait times on a wallboard, or Alert to reach the floor in a hurry, in the same place, no second system to wire up.
No. Flow is built on the same NocTel phones you already use. Agents answer on their desk phone or the NocTel Go app and log in right from it. There’s no second system to run alongside the first.
They don’t have to. A caller can ask for a callback instead of holding, and Flow keeps their place in line and rings them back when it’s their turn.
You tag people with the skills they handle and how strong they are at each one, and calls match to the best available fit. You can also set a priority for calls that can’t wait, and have a call escalate on its own once a caller passes a wait threshold.
Yes. A supervisor can listen silently, whisper to the agent without the caller hearing, or join the call so everyone can hear. They can also move a call to another agent with a click from the live dashboard.
Yes. Agents can place outbound calls from the same interface, and contact reasons logged on each call feed into NocTel Insight reporting so you can see what people are calling about.
Yes. A real person answers, Monday through Friday, 5am to 6pm PT. Reach us at +1 503.764.4300, toll–free at +1 888.400.4521, or support@noctel.com.