Anything that requires the ability to distribute calls to multiple people can be considered a call center. For example, if all calls that come in primarily ring to a front desk or attendant. Other people can be added to the distribution group for overflow purposes. The Linear distribution method means that all calls will attempt to be presented to the first member of the group (The Attendant), with the ability to queue calls until that person is able to answer them, or have the calls escalated to a larger group of people.
A group can be used as a page group. Add different extensions to the group, and create multiple groups to act as Zones. This will allow people to make page announcements over the phones in specific locations within the enterprise, or an all zones page for every device connected.
Sets in different locations can be configured as a night ring group for incoming calls after hours. This would allow after hours calls to be picked up from multiple locations within the enterprise.
A billing group may make outbound collection calls that might require a certain type of handling, including logging, tracking, and potentially call recording. The group can be set for their caller ID to display an inbound number that callers can return the call to that will be directed automatically to that group of users in order to handle those calls.
Service Observing can be used as a training tool to allow for new users to listen to active calls by other users to gain ideas on appropriate questions to ask, phone conduct, and other items. The feature can also be used by management personnel to spot check users in order to gauge their conduct on the phone.
