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Excerpt

Use the Shim calling applet to transfer a call from one dialed number to another dialed in the same account.

The Shim technique enables you to share a call flow between different dialed numbers. For example, a travel business may have several sales channels that are all serviced by the same call center agents. Each sales channel has its own phone number with a different welcome message for that number. After the welcome message, the Shim Calling applet can direct all the calls to a single applet—usually the Automatic Call Distributor (ACD) applet—on another number, or even one of the originally dialed numbers. For more information on the ACD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.

 The main advantage of using this technique is that the most complex part of the call flow, which is generally in the ACD applet, only appears in one place. Sharing the call flow between multiple numbers removes duplication and additional maintenance.

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