NUMBER PRESENTATION AND ROUTING

Basic call flow for the call through feature
geographical number displayed

Number Presentation

Packet Media's Gateway Solution offers several different options for inbound and outbound routing of calls to fit all requirements;

	NUMBER WITHHELD
	Your called party will simply receive the display of "number withheld".
	MOBILE CALLING LINE IDENTIFICATION (CLI)
	With this option a mobile number can be displayed. When the majority of people see a call coming in from an unrecognised 0845 number they are less likely to answer and allow the call to forward to voicemail. However, with a mobile number displayed the chances are increased of a contact been made. If a mobile number is displayed it will increase the chances of the called party answering, or if missed to generate a returned call. This works very well within Debt Collection
	GEOGRAPHICAL CALLING LINE IDENTIFICATION
	To comply with the Direct Marketing Association regulations call centres may need to display a number that is free or minimal cost for a called party to return. If you contact your customer with a non-geographical number such as 0800, the cost to return may be expensive. A local geographical number such as 0161 for the Manchester area will ensure that you benefit from up to a 50% saving while remaining compliant.
	BENEFITS TO CALL CENTRES
	- Type 5 CLI displayed - Ofcom & DMA compliant - Improves talk time

Managing a call back

If a call is missed, the person can return the call to the number displayed. You then have the choice of how to route this contact from returning the call back to the originating agent or routing the call to an alternative number e.g. a group number.