Toll-Free

Do You Need To Receive Toll-Free Calls At More Than One Location? Unlike most carriers, the Televergence advanced call routing system monitors every active call on our network and provides data points for load effecting and corrective balancing without post call record processing, and route selection decisions that are updated every second vs. at 15-minute intervals.

• Load Balancing: Between 2+ endpoints by round robin, % of active or historical calls, weighted priority, endpoint available call capacity and/or IP bandwidth.
• Source Based Routing: Uses call stream source data to ensure accurate routing for the most sensitive inbound call flows. Highly customized blocking and routing available.
• Shared Use Numbers: Direct source based routing into switched long distance for businesses routing regional calls for marketing campaigns. Our database design allows toll-free numbers w/ almost unlimited source-to-destination combinations.
• Time Of Day Routing: Direct calls from specific time zones to contact centers in the same zone, adjust call balancing to contact centers to match shift changes and capacity.
• Failure And Overflow Handling: For emergency service or utility businesses highly sensitive to any outage, auto failover/overflow to alternative TDM or switched numbers, utilizing traditional local phone lines. Basic fault detection routing fails over to a secondary connection or facility. Failures can be defined as call timeouts and QoS metrics.
• Fully Scripted IF/THEN/ELSE Logic: Custom, complex routing scripts that use available call metadata, historical stats or external API calls for routing decisions allows our integration with a contact center, giving call control to their in-house application stack.

Do You Have A Business Continuity And Disaster Recovery Plan In Place? Televergence provides assistance with Business Continuity Planning (BCP) & Disaster Recovery analysis, design, and testing to ensure critical functions are operational post-disaster. Designed with our nation’s safety and security in mind and as a distributed architecture, the toll-free system remains the only distributed and disaster recovery capable platform available.

Is Your Contact Center’s Performance And Network Tested For Optimal Performance? Televergence’s custom, Extended Application Level Services ensure that systems function as originally expected, with agnostic, end-user technology that augments today’s systems and those in the future.

• Load Testing: Up to tens of thousands of simultaneous calls and hundreds of calls per second (facility-to-facility direct or fully routed via the public telephone system) simulated testing of connections, routers, firewalls, IVRs and/or PBXs.
• Geographic Testing: Simulated testing of in-house geographic compliance routing and regional facility call handling/overflow designs from anywhere in the U.S. and Canada.
• Complex IVR Testing: Customized testing of responsiveness and audio quality, simulating hundreds of callers navigating an IVR system via DTMF and voice recognition prompts.
• Time Of Day Routing: Direct calls from specific time zones to contact centers in the same zone, adjust call balancing to contact centers to match shift changes and capacity.
• Emergency Overflow Message Recording & Delivery: For utility, cable and internet businesses with large customer bases whose in-house capabilities are unable to handle the overflow, with pre-configured and custom message capability for up to 10,000 simultaneous calls.
• Opt-Out Handling And Compliance: High density, custom opt-out IVRs for outbound campaigns deliver data to your IT department and verify or block future calls in real time.
• Passive Call Recording: Our media facilities are the perfect “in call flow” point to handle mass recording of customer service calls for compliance and quality assurance.