The optional interactive text module can virtualize an Interactive Voice Response (IVR) and place the caller in the call queue without the need to call the contact center. It gives the user full control of queue reservation, cancellation, and schedule management.
The Token ID provides the option for a user to hang up the call and to later be notified via a text message when the agent is ready to return to the call. Users are able to reserve a spot with an Interactive Text Response system (ITR).
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