Incoming queue is intended for handling incoming calls from customers. By clicking on the button Add new and followed clicking on button Calls inbound will be started process of new incoming queue creation. Meaning of each form item is described in following lines.
1 - enter unique number of the queue (number can be also selected by arrows at the end of the field). We recommend you to use three-digit format for extensions and four-digit format for unique queues number. This number cannot be changed later.
2 - title of the queue (mandatory field),
3 - alias of the queue which can be used e.g. in webchat as visible target for clients,
4 - enter description of the queue to this field
5 - write hint words for call steering application (call management using voice recognition)
Allow description - this function allows agents to write description of currently ongoing activity.
Form save time - select time in seconds within which should agent save the form. After expiring this time will be agent automatically set to Lazy pause.
Prefix CID - prefix shown to agent while customer's call on this queue. Prefix appears on the phone before the client's number. Example: if you use prefix "Sales: ", call on this queue from number 226211245 would look like this "Sales: 226211245" on all extensions of this queue.
Record for operator * - record played to agent after answering the call but before connection with customer is established. Example: "following call is from queue Sales" or "this call is from queue technical support". More records can be added in Manage → Routings → Calls → Advanced settings → System recordings.
Record before join * - record played to customers before entering the queue. Example: "the call can be monitored". More records can be added in Manage → Routings → Calls → Advanced settings → System recordings.
Record after join -
Ringtone - music or advertisement which will calling party hear while waiting in queue. More ringtones can added in Manage → Routings → Calls → Advanced settings → Background Musics.
Max. waiting time - maximum time within which will be client kept in the queue before proceeding to the next application. Unlimited means that client can wait in queue indefinitely.
Max. count waiting - select maximal number of clients who can wait in queue.
Max. call time - select max duration of the call.
Enter to queue - select under which conditions can calling party enter the queue. If conditions do not match, the call is proceeding to the next application.
Leave from queue - select under which conditions may be calling party (which already entered the queue) thrown out from the queue.
Call last agent - if you choose Yes, at first will phone ring at agent who spoke to currently calling customer last.
Last agent hours - select amount of hours in the past which will be taken into account while choosing last agent.
Automatic pause - specifies whether the Lazy pause is to be set if agent rejects or does not respond (within Max. waiting time) to the call.
Ring time - select time in seconds during which agent has to answer the call. If he do not, the call will proceed to next agent.
Wrapup time - time after which a new call can be sent to agent who just finished another call.
Record calls - choose whether you want to record calls which took place on this queue.
Recordings retention - choose how many days will be call recordings stored in CC. Chosen value can not be bigger than Maximum recordings retention value which is set globally for CC.
Call busy agent - if you choose Yes, call can be sent also to agent who is currently speaking.
Auto answer * - whenever the call is sent to agent, it is automatically answered without ringing.
Priority * - if agent is logged to more than one incoming queue, according to queue's priority will be decided which call (from different queues) will be sent to agent first when more incoming calls appear simultaneously. Incoming call on queue with bigger priority will ring preferably.
Distribution strategy - strategy of distribution of calls for available users within queue.
- ALL - distribute call to group of users with lowest penalty. The call move to the group of users with higher priority only if:
- no user is available (in the lowest priority group),
- all users in this group rejected the call or they did not answered the call within time interval defined in parameter Max. waiting time and no new user is available in the penalty group.
- If all users have penalty 0, the call is distributed to all available users.
- ALL PENALTY ORDER - continuous distribution to penalty groups, after rejection of the call or expiration of parameter Max. waiting time will be call distributed to group of users with next penalty value. The call rings to all users from the penalty group.
- LEAST RECENT - a call rings to user with lowest penalty. If all users have same priority, the call is distributed to user who is longest inactive after closing previous activity. After that a call is distributed to user who is longest logged in the queue. In case that user rejects the call or parameter Max. waiting time expires, a call is distributed to user with same priority. A call is distributed to users with higher priority only if in lower priority group is no available user.
- RANDOM WITH PENALTY GROUPS - distribution of call to random user with lowest penalty and no attempt of distributed activity (or lowest number of attempts if other users have got attempts).
Multiple statuses - if you choose option Yes, it would be possible to use multiple statuses simultaneously.
Missed - choose outgoing queue using which will be possible to call to phone number which unsuccessfully tried to call on this (incoming) queue earlier.
Missed call back - choose how long will missed calls appear in list of missed calls (i.e. after expiring chosen time will be missed calls deleted). List of missed calls will be opened after clicking on bell symbol which is placed on the right side of upper static bar.
Time limit - select minimum amount of time that the call must ring to be included in missed calls.
1 - it is possible to jump to the IVR menu (example: "All agents are busy right now. If you do not want to wait anymore, press 1 and we call you back"). It can be also used for playing periodic announcement for waiting calling party ("All agents are currently speaking, please wait for the connection..."). This IVR menu must contain only one-digit options.
2 - select frequency of announcement playing. No repeat means that no announcement will be played.
3 - announcement is played before entering into queue if all agents are busy.
4 - choose whether you want to announce position in queue to waiting customers.
5 - time after which will be position announcement repeated to waiting customer.
6 - choose language of the periodic announcement.
1 - calls waiting to be settled longer than they should (according to its settings) will be colored red in realtime panel or wallboard.
2 - if number of free agents drops below the set number, agents will be colored red in realtime panel or wallboard.
3 - if number of waiting calls exceed set limit, calls will be colored red in realtime panel or wallboard.
At first choose whether you want to use callscript form of queue at all. If you choose Yes, more items appear also with announcement saying that it is also necessary to add a form to widgets. This can be done after you chose that you want to use record form. This form can be defined in column Relations (on list of queues) at the queue and by clicking on the button Form.
1 - if you choose Yes, callscript form will be used while ongoing call,
2 - choose whether agent is allowed to choose records manually,
3 - choose whether agent is allowed to skip and save the record without calling the customer,
4 - choose which campaigns is this inbound queue linked to. If contact dialed from outbounder queue did not answer the call and calls back later, agent would see callsript form from the outbounder campaign (which tried to contact client unsuccessfully previously).
5 - if you choose Yes, agents would be allowed to work only with default phone number without possibility of editing it (while handling the call).
After exceeding Max. waiting time, Max count waiting, Max. call time, after being banned from queue entering or after leaving the queue will system continue to Other applications - a predefined target (e.g. announcement, voice mail, etc.).
Macro links *
Macro links allow you to open external URL address. So it is possible to set (using wildcards) e.g. that whenever new incoming inbound call appears, after clicking on macro link will be in CRM module searched phone number matching with phone number which is currently trying to call to CC. More informations about system inputs can be found here.
Name - only description displayed on button of macro link at activity.
URL - to this field enter URL address of page which should appear after clicking on button of macro link. It is possible to use wildcards which are automatically replaced with current values (all activity properties are available - e.g. $user[title] is the user assigned to the activity).
Open - allows to address to be automatically opened if user's new activity appears.
Unique - allows to open address in new window/popup each time, otherwise the address is displayed in same window.
Popup - address will not be displayed in new tab but in popup window. This window has parameters width and height.
1 - enter title of macro link, URL address and click on gray edit button to set details
2 - by clicking on this button can be added more links
3 - deleting macro link
Category - select category which will be pre-filled into ticket which came from this queue.