Extension Number - Queue

The extension numbers of the "Queue" type are used to implement the functionality of the call center.

Open

The "Queues" tab is used to configure its agents and call processing algorithm.

To add an internal extension number, click "Add employee" and select the extension number.

Open

By clicking on the "Add an external agent" button, you can add any mobile number to the queue. You need to add it in the format 89ххххххххх.

After adding all the required agents, select the call processing algorithm. Information on the operation of each algorithm can be found by clicking the "more details" button.

For example, the following algorithm has been created:

The important point is that if a call enters the queue, the extension rules it calls are ignored. The Entry/Exit from the group is carried out by the following combinations:

Receive calls coming to the group - *96#

Do not receive calls coming to the group - *98#

Queue settings

In the specified menu, you can enable/disable the conversations recording. While waiting for an answer, the caller will hear a recorded music.

• The pre-queue sound - is the sound that the caller will hear when they are queued, before the agents are called.

• To play a periodic announcement - is a sound that is played once in a certain period of time while waiting for a response.

• To inform a caller of the position in a queue - is the frequency of the position announcement of the caller in the queue, in relation to others waiting for an answer.

• If the parameter is not specified, means it is not used. The duration of the sound must be less than 1 second.

When the call enters the "Queue", the call is considered as answered, the caller starts the countdown on the phone set, and for this call even if no one answers, it is needed to pay as such call is charged.

To avoid this situation configure the queue in one of the following modes.

This can be useful if, for example, the Internet is lost in the office, so the phone system will not work, but all incoming calls will go to the queue and clients will be on hold waiting for an answer.

In order to optimize this you can select the option "At least one employee entered the queue, busy talking" and set up the rule "If placing a call in the queue is prohibited, transfer the call to a number". In this case, calls will not be lost.

In this item, the rules for ending a call in the queue are set, for example, you can say in the menu: "If you do not want to wait for an answer, press 1 and leave a voice message", while indicating in the menu the extension number (in the example -103) to which set the rule to enable the voicemail. The next item is to indicate after what period of time to end the call in the queue or what to do next. In the example, a call for 75 seconds will try to call extensions from the Queue, and then the mobile number will be dialed.

When answering a call from this queue, the employee hears a sound that is played to the queue agent when the caller answers. The setting is relevant if the agent belongs to different queues, in this case, before answering, he can understand in which queue and on what issue he is called.

"Try to connect with the same employee if they call again" means that the system will try to connect a specific caller to a specific agent with whom the conversation has already taken the place within the specified time. If the connection fails, or the caller has not communicated with anyone before, the call will follow the queue dialing strategy. This setting is relevant when your client has called and has already communicated with someone on a specific issue, in this case the agent will be aware of the initial request.