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The calls inbound queue is used to handle incoming calls.




 Create a new Calls inbound queue/Edit a Calls inbound queue

Create a new Calls inbound queue/Edit a Calls inbound queue

Go to Manage → Queues

To create a new queue from scratch, click Add new and select Calls inbound. 

To use an existing queue as a template for your new one, click Clone in the Actions column.

To edit an existing queue, click its title.

The queue details will open.




 Calls inbound queue details

Calls inbound queue details

Fill out the Unique queue number, Title and Description (optional), then set up your queue.



 Queue Field Details

Queue Field Details


FieldDescription
Call steering descriptionEnter hint words for the call steering application.
Advanced settings
Allow descriptionTurn on to activate the description field as part of the activity created using this queue. Agents can enter a description of the activity.
Form save time

Select the time agents have to fill out and save the activity form after the interaction with the customer ends. The "Lazy" pause will automatically be set after this time runs out.

CID prefix

You can optionally prefix the Caller ID name for extensions using this queue. ie: If you prefix with "Sales:", a call from John Doe would display as "Sales:John Doe" on the extensions that use this queue.

Play recording after joining

Select a recording that will be played back to the customer after they join the queue. To add more recordings, go to Manage → Routings → Calls → Advanced settings → System recordings.

RingtoneSelect the music or speech that will be played back to the caller while they are waiting in the queue.
Inherit: the ringtone from the previous application will be used.
Ring: the call will ring until an agent picks up.
Ringanswer: the call will ring until an agent picks up (flat ring tone type).
default: the caller will hear predefined music.
none: the caller will hear silence. To add more ring tones, go to Manage → Routings → Calls → Advanced settings → Background Music
Max. waiting time

Select the maximum time the customer can remain in the queue before being sent to the next target. The time the activity is ringing at an agent (Ring time) may be added to the maximum time. See the Documentation for an example.

PrioritySet the queue's priority for distribution of activities to agents: 0 – highest, 10 – lowest. When agents are logged in to several queues, activities from queues with a higher priority will be distributed to them first.
Enter queue conditions

Select the conditions under which the caller can't enter the queue.

Remove from queue conditions

Select the conditions under which the caller will be removed from the queue.

Search agent by CRMTurn on if you want the caller to be connected to the user of the CRM contact. This setting can't be used simultaneously with the "Call last agent" option.
Exclusively - activity will be distributed only to contact's agent.
If available - trying to reach contact's agent in first distribution, if they are not available, distribution strategy is used next.
Call last agent

Turn on if you want the caller to be connected to the same agent as during their last call. Don't forget to set up Last agent hours.

Last agent hours

How many hours into the past should the system look when searching for the last agent? This parameter will only be used if Call last agent is set to Yes.

Automatic Pause

Select if an agent that rejects or doesn't answer an activity should automatically be put on the Lazy pause.

Ring time / Agent ring time

Select how long the agent has to answer the call. Calls will be routed to the next agent after this time passes.

Wrapup time

Select the amount of time that needs to pass before a new activity can be routed to an agent that has just finished an activity (the length of the Wrap pause).

Call busy agent

Turn on to allow call distribution to agents that are already speaking to someone on another call. Use only with one agent – turning this setting on overrides the distribution strategy! Used mostly when agents have external phone numbers linked through an external call routing system.

Distribution strategySee more information below
Multiple statuses

Allow or disallow users to set multiple statuses for activities using this queue.

Tab autofocus

Turn on to automatically open the tab with the activity.

Missed activities

Turn on to activate missed activity notifications which you can use to contact customers back. Set up the queues you want to use for this purpose in "Missed activity settings" below.

Missed activity settings

Missed display time

Select for how long missed activity notifications stay in Missed activities.

Call queue

Select the outgoing call queue you want to use to call customers back from Missed activities.

SMS queue

Select the SMS queue you want to use to text customers back from Missed activities.

Email queue

Select the email queue you want to use to email customers back from Missed activities.

Periodic announcement

IVR menu jump

Select which IVR should be played back if no agents are available. This IVR is part of the queue and its menu can only contain single digit options. To start the IVR immediately after the call enters the queue, turn on "IVR immediately". Otherwise set up the delay between the call entering the queue and the first IVR in "IVR repeat". The IVR will keep repeating with the same interval until "Max. waiting time" runs out and the queue is sent to the next target.

IVR repeatSelect how often the IVR should be repeated.
If "IVR immediately" is turned off:
– this will also be the time between the call entering the queue and the first IVR playback.
– if you select "Don't repeat", IVR will not be played back at all.
IVR immediately

Jump to selected IVR immediately after joining queue if all agents busy?

Announcement language

Select the announcement language.

Monitoring
Show monitoring notification to agent

An icon is placed in the call activity showing that call monitoring is active for the specific agent.

Play monitoring audio notification in call

A recording played in the call which notifies the agent about monitoring start and stop. Select your recordings in the fields below.

Recording at monitoring startSelect a recording that will be played when call monitoring is started.
Recording at monitoring stopSelect a recording that will be played when call monitoring is ended.
Recordings
Record callsSelect if and when calls using this queue should be recorded. Note that these settings can be defined on user and queue level and if they are set differently, the earlier recording option prevails.

Do not record: Calls are not recorded. Note that if this setting is used in the user or queue and the other (user or queue) is set to record calls, the call will be recorded anyway.

Record from call start: Call recording starts from the moment the call first reaches the user or queue (depending on where you are setting up from), which usually includes the ring tone and early media sounds.

Record after call is bridged: Call recording starts when the call parties are connected. This usually eliminates useless time in recordings such as ringing and early media.

Record after call is bridged including call transfer: Call recording will continue even if the call is transferred to another agent or an external number.
Allow call recording interruption

Select if the user or users calling via this queue can pause and resume call recording. Note that if this setting is different in the user or the queue, if one of these is set to "Yes", then recording can be interrupted.

Recording retentionSelect how many days to keep recordings of calls made using this queue. The value can't be more than the Maximum recording retention value which is set globally for the entire contact centre.
Leave empty or set to 0 to use the Maximum queue recording retention value.
Notification when recording is started

Select notification sound when recording is started

Notification when recording is stopped

Select notification sound when recording is stopped

Forms

Use record form

Turn on if you want to use a record form. Don't forget to add the record form to your widgets using the grey Widgets button in the Actions column of the queue list.

Next targets

Target if not answered

Select where the call will be routed if it is not answered – ie. when Max. waiting time, Max. count waiting, Enter queue conditions or Remove from queue conditions are met.

Target if answered

Select where the call will be routed after an answered call is ended by the agent.

Tickets
Category

Select a category that will automatically be assigned to tickets created in activities using this queue.




 Distribution Strategy

Distribution Strategy

The distribution strategy you select determines how activities that use the queue will be allocated to your agents.

Each strategy takes into account agents' priority (also know as penalty) in the queue depending on the rights they use (0 – highest priority, 10 – lowest priority). You can set up the priorities in each queue by clicking Change in the Agents column.

Examples below illustrate how each distribution strategy distributes activities to agents. We will work with 6 agents and their priorities in the queue:

  • Rachel and Paul – priority 0 – the most competent to deal with calls in the queue
  • Tom and Sophie – priority 5 – can help out if Rachel and Paul are busy
  • Julia and Terry – priority 9 – should only answer calls in the queue if there is no other option


Everyone

  1. This strategy first distributes the activity to all the users with the highest priority at once. If they are available, it will ring there until Ring time runs out or all agents reject the activity.
  2. If there are no agents with the highest priority available or if no one in the group answers the activity, it will be distributed to all users of the next priority group.
  3. If there are no agents available or if the call is rejected or not answered before Ring time runs out, it will distributed to all agents
    1. with higher priority if they become available while it is ringing.
    2. with lower priority.


Example 1:

  1. All agents are available.
  2. A call comes in via the queue and starts ringing on Rachel's and Paul's phones. Neither of them answer and Ring time runs out.
  3. The call starts ringing on Tom's and Sophie's phones as they have the next priority. They both reject the activity.
  4. The call goes back to Rachel and Paul as they are available and have the highest priority.


Example 2:

  1. Everyone but Julia is talking to customers.
  2. A call comes in via the queue and starts ringing on Julia's phone. As it's ringing, Tom's and Sophie's calls end. Julia doesn't answer and Ring time runs out.
  3. The call starts ringing on Tom's and Sophie's phones. Meanwhile, Rachel's call ends. Tom rejects the activity, Sophie doesn't answer and Ring time runs out.
  4. The call starts ringing on Rachel's phone as she has the highest priority.



Everyone Penalty Groups

  1. This strategy first distributes the activity to all the users with the highest priority at once. If they are available, it will ring there until Ring time runs out or all agents reject the activity.
  2. If there are no agents with the highest priority available or if no one in the group answers the activity, it will be distributed to all users of the next priority group.
  3. If there are no agents with the next priority available or if no one in the group answers the activity, it will be distributed to all users of the next priority group in line, regardless of any agents that have become available in higher priorities.
  4. If the activity is not answered even in the group with the lowest priority, distribution will start again from step 1.



Example 1:

  1. All agents are available.
  2. A call comes in via the queue and starts ringing on Rachel's and Paul's phones. Neither of them answer and Ring time runs out.
  3. The call starts ringing on Tom's and Sophie's phones as they have the next priority. They reject the activity.
  4. The call starts ringing on Julia's and Terry's phones as they have the next priority. They reject the activity.
  5. The call goes back to Rachel and Paul – the distribution starts again from the beginning.

Example 2:

  1. Everyone but Julia is talking to customers.
  2. A call comes in via the queue and starts ringing on Julia's phone. As it's ringing, Tom's and Sophie's calls end. Julia doesn't answer and Ring time runs out.
  3. Because Julia is in the lowest priority, the call goes back to the beginning, but Rachel and Paul are busy, so it starts ringing on Tom's and Sophie's phones. They don't answer and Ring time runs out.
  4. The call goes back to Julia as she is the only agent available in the next priority group.



Least Recent

  1. This strategy first distributes the activity to an available agent with the highest priority.
  2. If there are several agents that have the highest available priority, the one with the longest time since closing their last activity will be selected. If that is the same as well, the agent that has been logged in to the queue longest will be selected.
  3. If there are no agents available or if the call is rejected or not answered before Ring time runs out, it will go to another agent
    1. with higher priority if they become available while the call is ringing.
    2. with the same priority.
    3. with lower priority if there are no agents with the same or higher priority available.

If an agent is the last available one with the highest priority and they reject or don't answer a call, the call will be distributed to them again straight away (unless Automatic pause is turned on).



Example 1:

  1. All agents are available.
  2. A call comes in via the queue and starts ringing on Rachel's phone. She doesn't answer and Ring time runs out.
  3. The call goes to Paul. He doesn't answer and Ring time runs out. 
  4. The call goes back to Rachel. She doesn't answer and Ring time runs out. 
  5. The call goes back to Paul.
  6. Unless both Paul and Rachel Go Unready or start a pause, the call will never go to a lower priority.

Example 2:

  1. Everyone but Julia is talking to customers. Automatic pause is turned on in the queue, meaning that if an agent doesn't answer a call, they will be put on an unpaid pause.
  2. A call comes in via the queue and starts ringing on Julia's phone. As it's ringing, Tom's, Sophie's and Rachel's calls end (in that order). Julia doesn't answer and Ring time runs out – she is put on an unpaid pause.
  3. The call goes to Rachel because she has the highest priority. She doesn't answer and Ring time runs out – she is put on an unpaid pause.
  4. Paul is still busy, sot the call proceeds to the next priority.
  5. The call goes to Tom as he has been inactive longer than Sophie.


Random with penalty groups

  1. This strategy first distributes the activity to a random available agent with the highest priority to whom the activity has not yet been distributed.
  2. If the call is rejected or not answered before Ring time runs out, it will go to another agent to whom the activity has not yet been distributed
    1. with the same priority.
    2. with lower priority if there are no agents with the same priority available.
  3. Once the call has been distributed to all agents in all priority groups and no one has answered, the process begins again from step 1. 
  4. If it has already been distributed to all available agents, it will be distributed to the one with the lowest number of attempts.



Example 1:

  1. All agents are available.
  2. A call comes in via the queue and starts ringing on Rachel's phone. She doesn't answer and Ring time runs out.
  3. The call goes to Paul. He doesn't answer and Ring time runs out. 
  4. The call goes to the next priority group, to a random agent –Tom. He doesn't answer and Ring time runs out. 
  5. The call goes to Sophie. She rejects it.
  6. The call goes to the next priority group, to a random agent – Julia. She doesn't answer and Ring time runs out.
  7. The call goes to Terry. He rejects it.
  8. The process starts again from step 1.

Example 2:

  1. Everyone but Julia is talking to customers. 
  2. A call comes in via the queue and starts ringing on Julia's phone. As it's ringing, Tom's, Sophie's and Rachel's calls end. Julia doesn't answer and Ring time runs out.
  3. Julia was the only available agent in the lowest priority – the call will go to Rachel (Paul is still busy). She doesn't answer and Ring time runs out.
  4. The call goes to the next priority – first to Tom, then Sophie. They both don't answer.
  5. The call goes back to Julia.


Call Last Agent

If Call Last Agent is turned on and a call comes in before Last Agent Hours runs out, it will first be distributed to the agent that spoke to the customer last. If the agent rejects the call or doesn't answer before Ring time runs out, distribution will continue from the beginning as per the diagrams above.

The time the call spends ringing at the last agent is counted towards Max. waiting time.




Open more settings using the Extended button in the top right corner.

Save your queue.

To make your queue work correctly:

After you are done creating your Calls inbound queue, don't forget to make it the destination of one of your Call routings.

Tip

Don't forget to set up:

  • which Agents can use the queue.
  • the queue's relations.
  • the queue's widget scheme.

See Queues for instructions.




 Notes

Notes

Least recent call distribution: the time of the last call is calculated based on activities in the last 2 hours.

Max. waiting time and Ring time: even though Max. waiting time defines how long the caller can stay in the queue before being sent to the next target, in some cases they may actually remain in the queue longer – potentially up to the sum of Max. waiting time and Ring time. This is because Ring time defines how long agents have to answer calls. If the call starts ringing at an agent just before Max. waiting time runs out, the caller will stay in the queue until the agent answers or the agent's Ring time runs out too.

Example:

Max. waiting time set to 10 seconds.

Ring time set to 10 seconds.

  1. The caller is waiting in the queue for a free agent.
  2. After 7 seconds, an agent becomes available.
  3. The call starts ringing at the agent
    1. The agent doesn't answer and after 10 seconds, the call is routed to the next target. Total wait time is 17 seconds.
    2. The agent answers after 5 seconds. Total wait time is 12 seconds.





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