A call queue is a way of putting calls made to a company number in order and distributing them to subscribed agents. Administrators can create, edit, and delete call queues. You can then use One Net Small Call Centre to gather and analyse data of the call queues you created.
Are other features active?
You can't activate a call queue for a company number that has auto-attendant, call waiting or call conference features active. Deactivate these features for the company number before activating a call queue for it.
Before deleting a call queue, make sure all agents of the call queue are logged out.
Setting |
Description |
---|---|
Call Queue is currently |
Set the call queue to active or inactive. |
Queue name |
The name of the call queue displayed in One Net Small Call Centre. |
Incoming number |
Define the company number that is handled by the queue. |
Queue supervisors |
Add and remove the supervisors of the call queue. |
Queue ID |
Define the identification number of the call queue. |
Queue calls identification |
Define if the Queue name or the Queue ID should be displayed when someone is calling. |
Distinctive ringing |
Assign a ringtone to calls received through the queue. |
Wrap-up time |
Set the time agents have after calls to record the call details. During this time, the agents can't answer calls. |
Setting |
Description |
---|---|
Add new team |
Add a team to the call queue. Calls made to the call queue are answered by a team of agents. |
Team name |
Define the name of the team. |
Incoming calls will ring |
Define the pattern for how incoming calls ring. |
Calls will ring for |
Define how long incoming calls ring. |
Add members |
Add and remove agents from the team. Before you can add agents to a team, you need to add users as agents in One Net Small Call Centre. |
Notifications |
Define the notification setting for a team member. |
Logged in |
Log team members in and out. |
Delete team |
Remove a team from the call queue. |
Setting |
Description |
---|---|
Caller will be greeted with |
Select the welcome message played to callers. |
Is an announcement played while on hold? |
Select if an announcement is played to the callers waiting in the call queue. If you select Yes, you can select the announcement and change the playback interval. |
Is queue callback allowed for this queue? |
Select if queue callbacks are allowed for this queue. If you select Yes, you can assign a key and select the announcement. You can also add an email address for notifications to be sent to. |
Is queue exit allowed for this queue? |
Select whether callers can choose to leave the call queue. If you select Yes, you can assign a key and select a location for the call to be sent to. |
Setting |
Description |
---|---|
Waiting time |
Set the maximum waiting time, and the levels of waiting time for yellow and red alerts. The alert colours show data level ranges. The alert colours are displayed on the Wallboard and Supervisor Dashboard. |
Calls in queue |
Set the maximum number of calls in the queue, and the levels of calls in queue for yellow and red alerts. The alert colours show data level ranges. The alert colours are displayed on the Wallboard and Supervisor Dashboard. |
Service Level Agreement (SLA) |
Measure the percentage of incoming calls that an agent answers in an established amount of time. Threshold. Define the maximum time within which the agent must answer the call to include the call into SLA measurements. Formula. Define how abandoned calls are treated in SLA measurements. Ignore calls abandoned before. Set the maximum duration of calls until they are abandoned, so they aren't included in SLA measurements. Alerts. Set the threshold of SLA for yellow and red alerts. The alert colours show data level ranges. |
Real-Time dashboards |
Set the period for which Wallboard and Supervisor Dashboard calculate average values. |
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