Call Queuing

Call Queuing

Call Queuing

Long wait times means abandoned calls, lowered customer satisfaction and ultimately lost business. Call Queuing is perfect for busy front office or receptionist functions where incoming calls are directed to a pilot number. Using the Cloud PBX you can set the position in the queue announcement frequencies, maximum number of callers in queue and a variety of time out values.

Go one step further and link Cloud PBX Auto Attendant to the your advertised number to easily direct calls to sales, support or the finance group for example; providing a feature to your callers normally only available to large call centers.

If for what ever reason your agents are unable to answer the calls, you can redirect to a call forwarding, simultaneous ring or even just prompt to leave a voicemail message.

NOTE: Call Queues can only ring the main registered number as an agent and you cannot have shared line appearance lines (i.e.. 092420000-1, -2, -3, -4 or -5) attached to queues.  These shared lines will simply not ring on a queue - only the main number.  Note: also any other features such as forwarding, simultaneous ring etc. will not work for an agent when on a queue either - it simply tries to dial the agent's registered phone.

 

Quick Guide

  1. Log into https://portal.techconnections.co.nz/ > Voice and select the number you want to use Call Queuing with.
  2. Select Incoming Calls > Call Queuing
  3. Click Call Queuing to Enabled.
  4. Select agents to be connected to call.
  5. Click Save settings to update.

 Settings

  • Maximum Queue Length: Maximum number of callers allowed in the queue at any time (0 means unlimited).
  • Agent Timeout: How many seconds to let the agent phone ring before it is considered a timeout.
  • Retry timer: How many seconds to wait before retrying an agent again.
  • Wrap-up Time: How many seconds after a successful call to wait before allowing an incoming call to that agent.
  • Queue Position Announcement: How often in seconds to announce queue position and/or estimated hold-time to caller (Specify 0 to turn these announcements off).
  • Periodic Announcement Frequency: How often to play the ‘Thank you for holding’ message (Specify 0 to turn these announcements off).
  • Queue Timeout: How many seconds can a caller be left in the queue (0 for no time limit). After the queue times out the call will fail over in the following order – Call Forward, Simultaneous Ring and finally VoiceMail ensuring the Queue is always responded to if not by an Agent directly.
  • Queue Identifier: Text displayed in front of the Caller ID information when the call is delivered to an agent via this queue.
  • Estimated hold time: YES/NO advise caller the estimated hold time in queue.
  • Hold-time agent advice: YES/NO advise agent the hold-time of the caller to the agent before connecting the call.
Logging in and out of the queue
*70XXAgent Login to a queue where XX is the extension number or phone number of the queue
*71Agent Log out for all queues
*71XXAgent Log out of a specific queue where XX is the extension number or phone number of the queue
    • Related Articles

    • Call Pickup

      The call pickup service allows you to remotely pick up an incoming call to another phone in your group or on your account. Call pickup functions *88 – Group pickup. This will pickup the latest incoming call to any of the phones in your group. *89 – ...
    • Caller ID and Call Rejection Options

      This feature helps you identify your Inbound caller’s CLI and set any call rejection options. Quick Guide Log into https://portal.techconnections.co.nz/ > select the number you want to use Caller ID & Rejections. Select CloudPBX > Inbound Calls > ...
    • Call Flow Priority

      Call Flow Priority Occasionally you’ll configure a feature only to discover that another feature on the account has over-ridden your preferred feature. For example you can’t set Call Rejection and Call Forward on the same line, as the Call Rejection ...
    • Call Transfers

      Call Transfers By using call transfer you can easily transfer your current caller to another person.Dial #0 for an attended transfer – this is where you can announce the caller and retrieve the call if it is unanswered. Dial ## for a blind transfer – ...
    • Call Parking

      Call Parking Call parking is a feature that allows a person to put a call on hold at one phone and continue the conversation from another phone. Whilst on a call a person can decide to put that call on hold by transfering the call to *07. The user ...