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You can create inbound and outbound queues that can be fully customized for your specific needs, e.g., Inbound sales voice queue or outbound sales dialing campaign queue. |
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| Search – Search for existing queues. | |
| Create – Create a new queue. | |
| Edit – Edit or check configuration for an existing queue. | |
| When creating a queue, we allow you to configure them the way you want with all the Contact Centre queuing features at your disposal. See below for further details on each configuration option. | |
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| Queue Number – Create an extension number for your queue. | |
| Queue Name – Create a name for your queue. | |
| Outbound CLI – If your queue is for outbound purposes, then you can set an outbound display number for all agents in this queue. | |
| Ring Duration – Set a ring time against your agents in a queue. When a customer enters the queue, the agent's phone rings in seconds for the time set here. | |
| Polling Strategy – Choose how calls are delivered to agents in a queue, e.g., Ring Simultaneously or Priority Agent. | |
| Music-on-hold – Select from a list of existing music-on-hold files. | |
| Drag & drop new audio – Drag and drop or upload new audio files for music on hold via the browse button. Note: only .WAV files are currently supported. | |
| Language – Choose which language the queues prompts will be in for example, English or French. | |
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Skip busy agent – Stops calls going to agents in busy status. |
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| Wait if no members online – Customers can wait in a queue until an agent becomes available. | |
| Extension – Send customers that enter the queue to a specific extension number. | |
| IVR – Send customers to a pre-made IVR menu where they can choose more options. | |
| Ring Group – Send calls to a group of agents and their extensions. | |
| Queue – Send calls to another queue. | |
| Voicemail – Send calls to voicemail. | |
| External – Send calls to an external number outside of your organization. | |
| End call – Sending calls to "End call" terminates the call. | |
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Enable intro prompt – Stop calls going to agents in busy status. |
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| Intro prompt – Choose a list of existing intro prompts. | |
| Drag & drop new audio – Drag and drop or upload new audio files for music on hold via the browse button. Note: only .WAV files are currently supported. | |
| Play intro message – When a customer joins the queue, they hear an introduction message to the queue. | |
| Announce queue position – Select to let customers know their position in the queue. | |
| Max queue wait time – Set how long each customer waits. | |
| Max callers in queue – Set how many customers can join a queue simultaneously, e.g., 10. | |
| Announcement intervals – Choose how often you let your customer know their position in the queue, e.g., every 30 seconds. | |
| SLA(s) – Set an SLA agent pick-up rate from customer calling inbound to agent answering e.g., 15 seconds. | |
| Wrap-up(s) – Set agent wrap-up time in seconds, e.g., an agent has 60 seconds to wrap up their notes before the next caller. | |