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