Enrutamiento dentro y fuera del horario laboral | Sistema telefónico

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Todo es posible con Freshdesk Contact Center, su sistema telefónico moderno.</p> <div class="mt-md"> <a title="" class="button button--solid " rel="" role="button" target="_self" href="/es/freshcaller-cloud-pbx/signup/"> EMPEZAR PRUEBA GRATUITA</a> </div> </div> <div class="col-md-6 "> <div class="bucket-animation-wrapper"> <div class="bucket-animation-static-bg"> <div class="lazy-image-wrapper loaded " style=""> <img class="original-image fadeIn " alt="phone system that lets you route calls based on your business hours" title="" src="https://website-assets-fw.freshworks.com/attachments/ck1kle1zl02bt33fzsyzcdj8z-phone-system-that-lets-you-route-calls-based-on-your-business-hours.one-half.png" srcset="" fetchpriority="high" /> </div> </div> <div class="bucket-animation-container" data-bodymovin-container id="19137610860764"></div> </div> <script type="text/javascript"> /* globals bodymovin */ FW.onLoad('lib/bodymovin', function (bodymovin) { var initAnimation = function () { FW.$.getJSON('https://website-assets-fw.freshworks.com/attachments/ck1t340r702bxhifzhaan4fkq-business-hour-new.json', function (data) { var wrapper = document.getElementById('19137610860764') var animationInstance = bodymovin.loadAnimation({ wrapper: wrapper, animType: 'svg', loop: true, animationData: data, autoplay: true }); FW.$('#19137610860764').find('svg').attr('aria-hidden','true'); animationInstance.addEventListener('complete', function () { animationInstance.pause(); }); FW.$('#19137610860764').parent('.bucket-animation-wrapper').addClass('animation-ready'); FW.$(window).scroll(function () { var id = '19137610860764'; var hT = FW.$('#' + id).parent().offset().top; var hH = FW.$('#' + id).parent().outerHeight(); var wH = FW.$(window).height(); var wS = FW.$(this).scrollTop(); if ((wS + wH) > (hT + (0.4 * hH))) { animationInstance.play(); } else { // stop animation when scrolling up and beyond animationInstance.stop(); } // stop animation when scrolling down and beyond if (wS > (hT + hH)) { animationInstance.stop(); } }); bodymovin.setQuality('low'); }); }; // var browser = SiteUtilities.getUserAgent(); // if(browser == 'Chrome') // { initAnimation(); // } }); </script> </div> </div> </div> </section> <section class="l-page container mt-md mb-md breadcrumb-section" data-scroll-target="" id =""> <a href="/es/freshcaller-cloud-pbx/call-center-features/" class="breadcrumb-item">Todas las características</a> <i class="icon-arrow-right breadcrumb-arrow"></i> <a href="/es/freshcaller-cloud-pbx/call-center-setup/" class="breadcrumb-item">Configuración del Call center</a> <i class="icon-arrow-right breadcrumb-arrow"></i> <a class="breadcrumb-item breadcrumb-current" aria-current="page" href="#">Horarios laborales (y horas fuera del horario laboral)</a> </section> <section id="156580452497160" class="section-bucket section-text-media l-section "> <div class="l-page container align-center mb-lg"> <h2 class="align-center mb-lg">Beneficios de configurar horarios laborales en su sistema telefónico</h2> <p>Analice el rendimiento y dirija las llamadas a varios equipos con nuestra lógica de enrutamiento en función del horario laboral.</p> </div> <div class="feature-screenshot-left "> <div class="l-page container"> <div class="row "> <div id="feature-content-114825665164650" class=" feature-screenshot-left__content col-md-6"> <h3 class="feature-heading"> </h3> <h3 class="feature-heading">Enrute llamadas en función de las horas de trabajo</h3> <p>Sus conversaciones telefónicas pueden ser enrutadas a los equipos adecuados en función de sus horas de trabajo. Puede elegir la zona horaria del equipo (cualquiera del mundo) y asignar una lógica de enrutamiento basada su horario laboral. Evidentemente, también puede designar las horas de descanso, teniendo bien definido el horario de sus operaciones telefónicas.</p> <p> </p> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/ck1klrac001qgtog0aj8vpsjk-route-based-on-work-timings.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/ck1klrac001qgtog0aj8vpsjk-route-based-on-work-timings.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/ck1klrac001qgtog0aj8vpsjk-route-based-on-work-timings.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/ck1klrac001qgtog0aj8vpsjk-route-based-on-work-timings.one-sixth.png 2x" alt="time based routing" /> <img class="original-image fadeIn " alt="time based routing" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-114825665164650'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> <div class="feature-screenshot-right "> <div class="l-page container"> <div class="row "> <div id="feature-content-17397828055250" class=" feature-screenshot-right__content col-md-6"> <h3 class="feature-heading"> </h3> <h3 class="feature-heading">Analice llamadas en función del horario laboral</h3> <p>Filtre llamadas que tienen lugar durante y fuera de sus horas de trabajo definidas y descubra si necesita cambiar sus reglas de enrutamiento basándose en su volumen de llamadas. Identifique patrones usando el módulo de informes de Freshdesk Contact Center y cree planes de enrutamiento en consecuencia. El enrutamiento automático en función del tiempo le ayuda a escalar sus operaciones telefónicas por todo el mundo y a gestionar equipos repartidos por diferentes zonas horarias.</p> </div> <div class="feature-screenshot-right__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/ck1kmru7v02pa33fzxl57bjzu-analyze-calls-based-on-business-hours.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/ck1kmru7v02pa33fzxl57bjzu-analyze-calls-based-on-business-hours.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/ck1kmru7v02pa33fzxl57bjzu-analyze-calls-based-on-business-hours.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/ck1kmru7v02pa33fzxl57bjzu-analyze-calls-based-on-business-hours.one-sixth.png 2x" alt="phone system business hours" /> <img class="original-image fadeIn " alt="phone system business hours" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-17397828055250'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section id="" class="section-content-grid l-section gradient-light " data-scroll-target=""> <div class="l-page container l-grid"> <div class="l-section-heading"> <h2 class="align-center">Un sistema telefónico con funcionalidades inteligentes de horarios laborales</h2> </div> <div class="row"> <div class="l-col-widget col-sm-4"> <div class="icon-big feature-description-icon-d" style="margin: 0 auto; background-image: url(https://website-assets-fw.freshworks.com/attachments/ck1knf2nf03772ffz6aglbv0g-custom-working-hours.svg);" role="img" aria-label=""></div> <div class="align-center feature-description-text-d"> <h6>Horarios laborales personalizados</h6> <p>Cree diferentes horarios laborales para cada número que tiene en su panel de Freshdesk Contact Center. Puede tener una regla de zona horaria por cada número de teléfono.</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-big feature-description-icon-d" style="margin: 0 auto; background-image: url(https://website-assets-fw.freshworks.com/attachments/ck1knh5u8026stog0a2evwjq8-split-business-hours.svg);" role="img" aria-label=""></div> <div class="align-center feature-description-text-d"> <h6>Horarios laborales divididos</h6> <p>Añada los descansos a la lógica de enrutamiento de llamadas de su sistema telefónico para asegurarse de que el descanso de sus equipos no se ve interrumpido.</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-big feature-description-icon-d" style="margin: 0 auto; background-image: url(https://website-assets-fw.freshworks.com/attachments/ck1knk492029wtog0wdur444w-after-business-hours.svg);" role="img" aria-label=""></div> <div class="align-center feature-description-text-d"> <h6>Horas fuera del horario laboral</h6> <p>Cree diferentes reglas de enrutamiento para las llamadas que tienen lugar fuera del horario laboral y analice los datos de las llamadas para planificar mejor de cara a este tipo de llamadas.</p> </div> </div> </div> </div> </section> <section class=" " data-scroll-target="" id =""> <div class=' banner-badges l-page banner-badges-dark banner-badges-border-radius inline-small-width' id="stripe-27836524888448"> <div class="pb-sm banner-badges-inline l-badge"> <div class="banner-badges-inline-text font-color-light"> <h5>Cámbiese al sistema telefónico moderno</h5> <div class="cta pt-xs"> <a title="TRY FRESHCALLER TODAY" class="button button--solid " rel="" role="button" target="_self" href="/es/freshcaller-cloud-pbx/signup/"> REGÍSTRESE</a> </div> </div> </div> </div> </section> <section id="137442841636791" class="section-bucket section-text-media l-section "> <div class="feature-screenshot-left "> <div class="l-page container"> <div class="row "> <div id="feature-content-120045013581501" class=" feature-screenshot-left__content col-md-9"> <h3 class="feature-heading">Por qué crear horarios laborales personalizados para sus equipos</h3> <p>Cada equipo trabaja de un modo diferente. A los de finanzas les gusta terminar sobre las seis, los de soporte trabajan a todas horas y los de marketing se pasan toda la noche de fiesta; sin embargo, su <a href="/es/freshcaller-cloud-pbx/call-center-software/">software de gestión del call center</a> sólo tiene un horario: todo el día. Esto significa que, independientemente del horario laboral de su equipo, éste debe asegurarse de que siempre haya alguien pendiente del teléfono para asegurarse de que todas las llamadas son atendidas.</p> <p>Las configuraciones de horarios laborales de Freshdesk Contact Center le permiten asegurarse de que sus llamadas son transferidas automáticamente a los equipos adecuados durante las horas de trabajo, durante los descansos y durante las horas fuera del horario laboral. Vaya a la página Métricas de llamada para filtrar todas las llamadas que tienen lugar fuera del horario laboral y descubra si sus planes de enrutamiento de llamada son adecuados para atender todas las llamadas que recibe. Descargue el informe Volumen de llamadas para hacerse una idea de sus tendencias en las llamadas y siéntese con sus administradores y supervisores de equipo a trabajar en sus nuevos planes.</p> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-3"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/ck1kns42w032n33fzlf8mvcq8-why-create-custom-business-hours-for-your-teams.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/ck1kns42w032n33fzlf8mvcq8-why-create-custom-business-hours-for-your-teams.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/ck1kns42w032n33fzlf8mvcq8-why-create-custom-business-hours-for-your-teams.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/ck1kns42w032n33fzlf8mvcq8-why-create-custom-business-hours-for-your-teams.one-sixth.png 2x" alt="custom business hours" /> <img class="original-image fadeIn " alt="custom business hours" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-120045013581501'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section id="22617176471890" class="section-bucket section-text-media l-section gradient-light "> <div class="l-page container align-center mb-lg"> <h2 class="align-center mb-lg">Funcionalidad de enrutamiento de su sistema telefónico Freshdesk Contact Center</h2> </div> <div class="feature-screenshot-left "> <div class="l-page container"> <div class="row "> <div id="feature-content-139182624442480" class=" feature-screenshot-left__content col-md-6"> <h3 class="feature-heading"> </h3> <h3 class="feature-heading"> </h3> <h3 class="feature-heading">Logre el éxito en el servicio al cliente respondiendo automáticamente a preguntas frecuentes con nuestra IVR</h3> <p>El sistema de Respuesta Vocal Interactiva (IVR) de Freshdesk Contact Center es sencillo y fácil de configurar. Puede crear <a href="/es/freshcaller-cloud-pbx/call-center-setup/multi-level-ivr-system/">múltiples niveles de menús</a> y asignar la lógica de enrutamiento correspondiente a cada acción de teclado. Cree menús de IVR que también responden a preguntas frecuentes para que sus equipos dediquen más tiempo a problemas complejos que requieren su atención personal.</p> <p> </p> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/ck1m2ppa300ioqeg0iu9h8zyg-routing-using-ivr.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/ck1m2ppa300ioqeg0iu9h8zyg-routing-using-ivr.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/ck1m2ppa300ioqeg0iu9h8zyg-routing-using-ivr.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/ck1m2ppa300ioqeg0iu9h8zyg-routing-using-ivr.one-sixth.png 2x" alt="multi level IVR system for phone calls" /> <img class="original-image fadeIn " alt="multi level IVR system for phone calls" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-139182624442480'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> <div class="feature-screenshot-right "> <div class="l-page container"> <div class="row "> <div id="feature-content-40015004527259" class=" feature-screenshot-right__content col-md-6"> <h3 class="feature-heading"> </h3> <h3 class="feature-heading"> </h3> <h3 class="feature-heading">Planes de enrutamiento especiales (incluso en días festivos) usando Freshdesk Contact Center</h3> <p>El Calendario festivo y la funcionalidad de enrutamiento de Freshdesk Contact Center le permiten añadir listas de festivos específicas de cada equipo y crear planes de enrutamiento especiales para dichas ocasiones. Hay que cuidar a los clientes independientemente de cuándo planeemos librar, y Freshdesk Contact Center le ayuda a dirigir estas llamadas a un equipo diferente o a un <a href="https://www.freshworks.com/freshcaller-cloud-pbx/call-center-setup/holiday-routing/">buzón de voz personalizado</a> específicamente preparado para el período festivo.</p> <p> </p> </div> <div class="feature-screenshot-right__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/ck1m2snv100s9bdfzvuefs01j-routing-post-business-hours.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/ck1m2snv100s9bdfzvuefs01j-routing-post-business-hours.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/ck1m2snv100s9bdfzvuefs01j-routing-post-business-hours.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/ck1m2snv100s9bdfzvuefs01j-routing-post-business-hours.one-sixth.png 2x" alt="holiday routing" /> <img class="original-image fadeIn " alt="holiday routing" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-40015004527259'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> <div class="feature-screenshot-left "> <div class="l-page container"> <div class="row "> <div id="feature-content-83509574665584" class=" feature-screenshot-left__content col-md-6"> <h3 class="feature-heading"> </h3> <h3 class="feature-heading"> </h3> <h3 class="feature-heading">El motor de enrutamiento todoterreno – Smart Escalations</h3> <p>Siempre que su equipo no sea capaz de atender una llamada telefónica, Freshdesk Contact Center entra en acción para ayudarle a dirigirlas a diferentes equipos telefónicos o call centers, así como a buzones de voz personalizados. Puede gestionar todos los escenarios de llamada en el IVR, las colas de llamadas, incluso cuando sus equipos no están operativos durante el horario laboral. Se trata de un motor de enrutamiento integral para gestionar todos los escenarios de llamadas entrantes.</p> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/ck1m2vw6700stm5g0pfxbq8ra-2routing-to-teams.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/ck1m2vw6700stm5g0pfxbq8ra-2routing-to-teams.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/ck1m2vw6700stm5g0pfxbq8ra-2routing-to-teams.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/ck1m2vw6700stm5g0pfxbq8ra-2routing-to-teams.one-sixth.png 2x" alt="smart esclations" /> <img class="original-image fadeIn " alt="smart esclations" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-83509574665584'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section class=" l-section " data-scroll-target="" id =""> <div class=' banner-badges l-page banner-badges-dark stack' id="stripe-59152615388156"> <div class="align-center pt-sm pb-sm font-color-light"> <h5>Configurar horarios laborales ya no es un inconveniente con Freshdesk Contact Center</h5> <div class="pt-xs"> <a title="" class="button button--solid " rel="" role="button" target="_self" href="/es/freshcaller-cloud-pbx/features/"> EXPLORE LAS PRESTACIONES</a> </div> </div> </div> </section> <section class="l-section faq-section" data-scroll-target="" id =""> <div class="l-page container"> <div class="l-section-heading"> <h2 class="align-center">Preguntas frecuentes sobre el enrutamiento de llamadas en función del horario laboral</h2> </div> <div class="row"> <div class="col-md-6"> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-106126751137635" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-106126751137635"> <h3 class="accordion-heading ">¿Es posible que cada número de teléfono de Freshdesk Contact Center tenga un horario laboral diferente?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-106126751137635" role="region" aria-hidden="true" aria-labelledby="accordion-header-106126751137635"> <div class="accordion-text "> <p>Con Freshdesk Contact Center, usted puede configurar un horario laboral para cada uno de sus números de teléfono, de modo que cada departamento pueda decidir por sí mismo cómo será su agenda telefónica laboral. ¿Ventas sólo quiere trabajar por la tarde? ¡No hay problema! Puede configurar Freshdesk Contact Center para que rechace las llamadas de los clientes automáticamente (educadamente) y grabe sus mensajes en el buzón de voz para que su equipo trabaje en ellos al comienzo del siguiente turno.</p> </div> </div> </div> </div> <div class="col-md-6"> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-45234352943910" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-45234352943910"> <h3 class="accordion-heading ">¿Cómo se enrutan las llamadas fuera del horario laboral?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-45234352943910" role="region" aria-hidden="true" aria-labelledby="accordion-header-45234352943910"> <div class="accordion-text "> <p>Freshdesk Contact Center le permite definir reglas en función de su horario laboral para su call center. Puede tener una configuración de enrutamiento de llamadas durante su horario laboral, y enviar a los clientes a su buzón de voz cuando llamen fuera de éste. No obstante, los equipos de escala global aprovecharán las funcionalidades de enrutamiento de Freshdesk Contact Center y transferirán las llamadas a otros equipos de países diferentes. Freshdesk Contact Center le ayuda a crear y dirigir un call center corporativo verdaderamente global.</p> </div> </div> </div> </div> </div>  </div> </section> <section id="" data-text-list="[]" data-scroll-target="#" class=" align-center pattern-light " > <div class="container banner-content l-banner " data-scroll-target=""> <h2>¿Ya tiene ganas de probar Freshdesk Contact Center?</h2> <p class="sub-text">Telefonía en la nube y sin complicaciones que puede usar de inmediato</p> <div class="mt-md"> <a title="" class="button button--solid " rel="" role="button" target="_self" href="/es/freshcaller-cloud-pbx/signup/"> REGISTRARSE</a> </div> </div> </section> <script type="text/javascript" defer> window.socTrack = { siteid: "www.freshworks.com", isFormTrackingEnabled: false, isApiModeEnabled: true }; (function(i, s, o, g) { var a = s.createElement(o); a.src = g; var m = s.getElementsByTagName('head')[0]; m.appendChild(a); })(window, document, 'script', (/^http:/.test(document.location) ? 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