Managing the Contact Center

Topics:

  • Displaying the Call Queues Page 55)
  • Adding Call Queues (page 56)
  • Editing Call Queues (page 60)
  • Deleting Call Queues (page 62)
  • Adding Music on Hold to a Queue (page 62)
  • Working with Agents (page 63)

Call queues are a "waiting line" commonly used for support and sales groups. Callers receive music on hold while waiting for the next available agent.

Displaying the Call Queues Page

All call queue tasks are performed from the Call Queues page. To display this page, click the Call Queues icon on the menu bar:

The following figure shows an example of the Call Queues page. The button at the top-right side of the page refreshes the information on the page.

Where to go from here:
From the Call Queues page, you can:
  • Add call queues. See "Adding Call Queues" on page 56.
  • Edit call queues. See "Editing Call Queues" on page 60.
  • Delete call queues. See "Deleting Call Queues" on page 62.
  • Edit Music on Hold settings. See "Adding Music on Hold" on page 62.
  • Work with agents associated with call queues. See "Working with Agents" on page 63.

Adding Call Queues

To add call queues:

  1. 1 From the Call Queues page, click the Add Call Queue button. The Add a Call Queue pop-up window appears, with the Basic tab displayed.
  2. 2 Complete the fields (see Table 7‑1).

    7‑1. Adding/Editing Basic Call Queue Settings

    Setting Description
    Name Enter a name for this call queue. The name should allow you to differentiate this call queue from other call queues you configured.
    Extension Adding a call queue: Select an extension.

    Editing a call queue: read-only field that shows the extension.

    Type Determines how calls are distributed. Choices are:
    • Round robin = routes callers to the agent that has been idle for the longest period of time. Then complete the remaining fields in the window.
    • Ring All = routes callers to all available agents at the same time. Then complete the remaining fields in the window.
    • Linear Hunt = routes callers to the available agents in a predefined order. The order is defined when editing the queue's agents (see " Working with Agents" on page 63). Then complete the remaining fields in the window.
    • Linear Cascade = routes callers to groups of available agents in a predefined order. The order is defined when editing the queue's agents (see " Working with Agents" on page 63). Then complete the remaining fields in the window.
    • Call Park = places callers on hold until the agent retrieves them. Go to step 4.
    Phone Number Select the phone number
    Record Calls Select whether calls will be recorded (Yes) or not recorded (No) for this call queue.
    Statistics Select whether statistics will be recorded (Yes) or not recorded (No) for this call queue.
    Message to Agent Enter the message that will be sent to the agent (for example, "Here's a call from the emergency support queue.")

    You configure this setting after adding the call queue.

  3. 3 For Type, if you clicked Park, click Save to complete this procedure. Otherwise, click Next to display the Pre Queue Options tab and proceed to the next step.
  4. 4 Complete the fields (see Table 7‑2).

    Table 7‑2. Adding/Editing Pre-Queue Option Settings

    Setting Description
    Require agents Select whether to require (Yes) or not require (No) agents for this call queue.
    Require Intro into MOH This setting forces playback of the complete intro MOH before dispatch. This is useful for compliance greetings such as "Calls may be recorded," and so on. Select whether to require (Yes) or not require (No) the complete playback of the Intro Music on Hold for this call queue.
    Max Expected Wait Use the slider to specify the maximum expected wait time, in seconds. If the estimated wait time exceeds this time, the call cannot queue.
    Max Queue Length Use the slider to specify the maximum number of people that the system will allow to wait in this call queue.
    Allow Callback option This setting allows callers to record their number, hang up, keep their spot in line, then get called when an agent is available. Select whether the callback option is available (Yes) or not available (No) to users in this call queue.
    Forward if unavailable This setting specifies where to forward if prequeue options will not allow queueing (for example, expected wait is too high). Enter where the call forwards if queueing is not available.
  5. 5 Click Next. The In Queue Options tab appears.
  6. 6 Complete the fields (see Table 7‑3).

    Table 7‑3. Adding/Editing In-Queue Option Settings

    Setting Description
    Queue Ring Timeout Use the slider to specify the maximum number of seconds that the call remains in the queue before timing-out. If Forward if Unanswered is enabled, the call is handled according to the Forward if Unanswered setting. If Voicemail is enabled and Forward if Unanswered is disabled, the system prompts the caller to stay in the queue or go to voicemail.
    Agent Ring Timeout Use the slider to specify the maximum number of seconds that the queue will ring an agent before moving on to the next agent. This value should be less than the Queue Ring Timeout value.
    Logout agent on missed call Select whether an agent logs callers out of the queue (Yes) or does not log out callers if an agent misses a call.
    Forward if Unanswered Enter the extension, phone, or number where callers are forwarded if agents fail to answer before the Queue Ring Timeout occurs
    Voicemail Select whether callers will be (Yes) or will not be (No) given the option to leave a voicemail if agents fail to answer when the Queue Ring Timeout occurs and Forward if unanswered is not set.
  7. 7. Click Add.

Editing Call Queues

There might be times when you need to edit Call Queues. For example, you might want to change basic, pre-queue, or in-queue options.

  1. 1 From the Call Queues page, either:
    • - Click a name OR
    • - Hover over a name, and then click the icon at the far right of the Call Queues page. For example:
      …click this icon
      Click a name or… icon

      Either step displays the Edit pop-up window. For example:

  2. 2 Perform the procedure starting with step 2 under "Adding Call Queues" on page 56.

Deleting Call Queues

If you no longer need a call queue, you can delete it from the system.

  1. 1 From the Call Queues page, hover over the call queue, and then click the icon at the far right of the row. A confirmation prompt appears.
  2. 2 Click Yes to delete the call queue or No to retain it.
  3. Click this icon

Adding Music on Hold to a Queue

The Call Queues page allows you to add Music on Hold for call queues.

  1. 1 From the Call Queues page, hover over the call queue, and then click the icon at the far right of the row. The Music On Hold page appears.
  2. 2
    Click this icon
    Proceed to "Adding Music On Hold Files" on page 81.

Working with Agents

The Call Queues page allows you to add, edit, and delete agents for call queues.

  1. 1 From the Call Queues page, hover over the call queue, and then click the icon at the far right of the row.
    Click this icon

    An Edit Agents pop-up window similar to the following appears.

  2. 2 To add an agent:
    1. a Click the Add Agent button. The following settings appear.
    2. b Complete the fields (see Table 7‑4).
    3. c Click Save. The color-coded status of the new agent is displayed:
      • - Green = available
      • - Gray = offline
      • - Red = on a call

      Table 7‑4. Adding/Editing Agent Settings

      Setting Description
      Agent Phone Select a phone of an agent to add to the queue.
      Status Select whether the agent is ready to take calls (Online) or not active (Offline).
      Wrap up time Use the slider to specify the amount of time the agent is allocated to complete paperwork after finishing a call and before a new call is dispatched.
      Max Simultaneous calls Use the slider to specify the maximum number of calls an agent can take at one time. This will almost always be 1.
      Order in Linear Hunt Sets the dispatch order. If a call is dispatching, it will go to the available agent with the lowest order.
      Queue priority for agent Sets weighting for an agent that is servicing multiple queues. If you have an agent servicing two queues and both queues have a person waiting, for example, the agent will get the call from the queue whose priority is highest (lowest number).
      Request Confirmation Enables or disables request confirmation. Choices are:

      Checked = requires the agent to confirm receiving the call.

      Not checked = agent does not confirm the call.

      Auto Answer Enables or disables auto answer. Choices are:

      Checked = agent phone answers automatically (not all phones support this feature).

      Not checked = agent phone not answer automatically.

    4. d Click Done.
  3. 3 To edit agent settings:
    1. a Hover over an agent, and then click the icon at the far right of the window. Settings similar to the following appear.
    2. b Complete the fields (see Table 7‑4 on page 65).
    3. c Click Save. The color-coded status of the new agent is displayed:
      • - Green = available
      • - Gray = offline
      • - Red = on a call
  4. 4 To delete an agent:
    1. a Hover over an agent, and then click the icon at the far right of the window.
    2. b When a confirmation prompt appears, click Yes to delete the agent or No to retain it.
  5. 5 When you finish working within the pop-up window, click Done.

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