Multichannel Phone Number
Short definition
Multichannel Phone Number: A multichannel phone number can handle more than one concurrent conversation using call capacity provided by the operator.
Meaning and how it works
Several customers dial one public number while the PBX directs calls across available channels and employees.
Business applications
- Business scenario:
An online business publishes one number yet its sales team can answer multiple customers at the same time.
What to check before implementation
Capacity depends on purchased channels, agent availability and queue rules; the number alone does not provide unlimited calls.