Call Queues

12 Articles
  • Queue Call Waiting (Hold and Waiting Messages)

    Call queue routing offers the option of playing hold music and custom waiting messages while callers wait for an agent to answer the call. Hold music will play in place of the standard ring tone. Waiting messages will play at custom intervals while the call is ringing to the queue agents.  Waiting messages also offer

    Feb 09, 2018 04:47pm EST
  • Creating a Call Queue

    Call queues work when you need to route to multiple agents, have those agents on different schedule, or want to automatically assign an agent to the call.

    Feb 09, 2018 04:59pm EST
  • How to Use Call Queues

    Call Queues are found within the numbers menu. There you can add agents to be part of a queue, set up schedules of routing, and more.

    Aug 01, 2017 05:12pm EST
  • Agent Routing Rules

    Once you have created AND SAVED your queue you can go back to click on the Agents Routing Rules.

    Aug 01, 2017 05:13pm EST
  • Agent Routing Rules: Location Routing

    The Location Routing is used for when you want to geo route your call queue and you might have agents in the specific areas that will only get those calls.

    Aug 01, 2017 05:13pm EST
  • Agent Routing Rules: Limit Based Routing

    The third box is the Limit Based Routing. This is used when you only want to have a specific amount of calls with in a specific period.

    Aug 01, 2017 05:14pm EST
  • Agent Routing Rules: Concurrent Calls

    The Concurrent Calls says how many calls that one agent can get at a time. You would edit this on the main Agent routing rules section.

    Aug 01, 2017 05:15pm EST
  • Agent Routing Rules: Pricing

    If you are using call queues,  you can link your agents to a stripe payment plan so that for each call they get you can charge them.

    Aug 01, 2017 05:15pm EST
  • Agent Routing

    Agent routing allows you to choose how we should call each agent, or how calls should be distributed to agents.

    Aug 01, 2017 05:15pm EST
  • Call Scripts

    Call Scripts can be used to provide agents with a script that will display in the browser phone for inbound or outbound calls. The scripts can use markdown to format the scripts so that they are easier to read.

    Aug 01, 2017 05:29pm EST
  • Agent Routing Rules: Scheduled Routing

    If you have an agent that may be in different queues at different times you may want to create a scheduled routing rule for the agent for the specific call queue.

    Aug 03, 2017 11:57am EST
  • Post Call Customer Surveys

    Customer surveys are a great way to monitor how well your team is handling phone calls.

    Aug 03, 2017 04:44pm EST