Call Queues
Call Queues
System administrators and call center supervisors have access to manipulate call queue settings as well as agents that are members of each queue, along with any agent administrative settings.
Managing Call Queues
Typically, system administrators or call center supervisors will manage existing call queues programmed by our engineers and do not add new queues.
Basic Fields
Name: Enter a name for this call queue. The name should allow you to differentiate this call queue from other call queues you configured.
Extension: If you''re adding a call queue, select an extension number for the new queue. Existing queues extension numbers will be read-only.
Department: Define the department associated with this particular call queue.
Site: Define the site associated with this particular call queue.
Type: The type of call queue being configured is how the calls will be distributed. Choices include:
-
Round Robin: routes callers to the agent that has been idle for the longest period of time.
-
Ring All: routes callers to all available agents at the same time.
-
Linear Hunt: routes callers to the available agents in a predefined order. The order is defined when editing the queue’s agents.
-
Linear Cascade: routes callers to groups of available agents in a predefined order. The order is defined when editing the queue’s agents.
-
Call Park: places callers on hold until the agent retrieves them.
Record Calls: Select whether calls will be recorded (Yes) or not recorded (No) for this call queue.
Statistics: Select whether statistics will be recorded (Yes) or not recorded (No) for this call queue.
Message to Agent: Enter the message that will be sent to the agent (for example, “ Here's a call from the emergency support queue. ”). You will configure this setting after adding the call queue.
Pre-Queue Options
Require Agents: Select whether to require (Yes) or not require (No) agents for this call queue.
Require Intro into MOH: This setting forces playback of the complete intro MOH before dispatch. This is useful for compliance greetings such as " Calls may be recorded ,” and so on. Select whether to require (Yes) or not require (No) the complete playback of the Intro Music on Hold for this call queue.
Max Expected Wait: Use the slider to specify the maximum expected wait time, in seconds. If the estimated wait time exceeds this time, the call cannot queue, and will follow the 'Forward if unavailable' option.
Max Queue Length: Use the slider to specify the maximum number of people that the system will allow to wait in this call queue. If the max queue length is reached, the call cannot queue, and will follow the 'Forward if unavailable' option.
Allow Callback option: This setting allows callers to record their number, hang up, keep their spot in line, then get called when an agent is available. Select whether the callback option is available (Yes) or not available (No) to users in this call queue.
Forward if unavailable: This setting specifies where to forward if pre-queue options will not allow queueing (for example, expected wait is too high). Enter where the call forwards if queueing is not available.
Forward if unanswered: Callers are forwarded here if agents fail to answer before the Queue Ring Timeout (located in In-Queue options).
In-Queue Options
Queue Ring Timeout: Use the slider to specify the maximum number of seconds that the call remains in the queue before timing-out. If Forward if Unanswered is enabled, the call is handled according to the Forward if Unanswered setting. If Voicemail is enabled and Forward if Unanswered is disabled, the system prompts the caller to stay in the queue or go to voicemail.
Agent Ring Timeout: Use the slider to specify the maximum number of seconds that the queue will ring an agent before moving on to the next agent. This value should be less than the Queue Ring Timeout value.
Logout agent on a missed call: Select whether an agent logs callers out of the queue (Yes) or does not log out callers if an agent misses a call.
Voicemail: Select whether callers will be (Yes) or will not be (No) given the option to leave a voicemail if agents fail to answer when the Queue Ring Timeout occurs and Forward if unanswered is not set.
Adding Music on Hold to a Queue
The Call Queues page allows you to add Music on Hold for each of your call queues. This allows for customization including promotional audio that may provide your callers to information, products, etc.
From the Call Queues page, hover over the call queue, and then click the add icon at the far right of the row. The Music On Hold page appears.
Proceed to “Adding Music On Hold Files."
Working with Call Center Agents
The Call Queues page allows you to add, edit, and delete agents for call queues.
From the Call Queues page, hover over the call queue, and then click the edit icon at the far right of the row. An Edit Agents pop-up window will appear
To add an agent:
-
Click the Add Agent button. The following settings appear.
-
Complete the fields
-
Click Save. The color-coded status of the new agent is displayed:
-
Green: available
-
Gray: offline
-
Red: on a call
-
Agent Options
Agent Phone: Select a device of an agent to add to the queue. Note, if you would like multiple devices for each extension, please add each device separately i.e. if x500 would like to use the mobile app and the softphone as part of the queue you would enter 500m and 500w.
Status: Select whether the agent is ready to take calls (Online) or not active (Offline).
Wrap up time: Use the slider to specify the amount of time the agent is allocated to complete paperwork after finishing a call and before a new call is dispatched.
Max Simultaneous calls: Use the slider to specify the maximum number of calls an agent can take at one time. This will almost always be 1.
Order in Linear Hunt: Sets the dispatch order. If a call is dispatching, it will go to the available agent with the lowest order.
Queue priority for agent: Sets weighting for an agent that is servicing multiple queues. If you have an agent servicing two queues and both queues have a person waiting, for example, the agent will get the call from the queue whose priority is highest (lowest number).
Request Confirmation: Enables or disables request confirmation. Choices are:
-
Checked: requires the agent to confirm receiving the call.
-
Not checked: agent does not confirm the call.
Request Confirmation: Enables or disables auto answer. Choices are:
-
Checked: agent phone answers automatically (not all phones support this feature).
-
Not checked: agent phone not answer automatically.
We're happy with the new service and options we've gotten through the upgrade from our prior service provider and the service team is responsive and helpful. I'd definitely recommend them!
Prior to switching to Recent Communications, we had a large national VoIP provider for our business phone solutions. The biggest difference we experience is the true partnership and immediate response to any questions or support needs we have. It helps that they are local too!
As a current client of Recent Communications with two different companies, I continue to be impressed not only by their amazing growth, but by their ability to continue to service us like we are their only two clients!
CONTACT
RECENT
OUR ADDRESS
826 N. Lewis Rd
Suite 100
Royersford, PA 19468
General: info@recentcom.com
Support: support@recentcom.com
Call or Text: 484-998-4500
Fax: 484-978-4540
For any general inquiries, please fill in the following contact form:
