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Managing call queues
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.
To create call queues
-
In One Net Feature Management Portal, from the side menu, select
My numbers.
- From the User features section in the side menu, select
Call Centre > Inbound Queues.
The list of company numbers is displayed.
- In the top-right corner, select Call Centre Setup.
- In the top-right corner, select Create queue.
- On the setting tabs, select the required settings.
- On the Summary tab, select Create queue.
To edit call queues
-
In One Net Feature Management Portal, from the side menu, select My numbers.
- From the User features section in the side menu, select Call Centre > Inbound Queues.
The list of call queues is displayed.
- Find the call queue you want to edit and select
.
To delete call queues
Before deleting a call queue, make sure all agents of the call queue are logged out.
-
In One Net Feature Management Portal, from the side menu, select My numbers.
- From the User features section in the side menu, select Call Centre > Inbound Queues.
The list of call queues is displayed.
-
Find the call queue you want to delete and select
.
- Select Delete.
Call queue settings
Basic configuration tab
|
Features |
Description |
|---|---|
|
Call Centre Queue |
Activate or deactivate the call queue. |
|
Call Centre Queue identification |
Define the identification number of the call queue. |
|
Queue name |
The name of the call queue displayed in One Net Small Call Centre. |
|
To identify incoming calls on terminal members use |
Define if the Queue name or the Queue ID as caller prefix should be displayed when someone is calling. |
|
Wrap-up time |
Set the time agents have after calls to record the call details. During this time, the agents can't answer calls. |
|
Distinctive Ringing |
Assign a ringtone to calls received through the queue. |
|
Add supervisors to Call Center Queue |
Add and remove the supervisors of the call queue. |
Teams tab
|
Features |
Description |
|---|---|
|
Create 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. |
|
Calls will ring |
Define the pattern for how incoming calls ring. |
|
Calls will ring on each terminal for |
Define how long incoming calls ring. |
|
Add members to the team |
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. |
|
Logged in |
Log team members in and out. |
|
Voicemail notifications |
Define the notification setting for a team member. |
Announcement tab
|
Features |
Description |
|---|---|
|
When a call enters a queue, a greeting announcement is played |
Select the welcome message played to callers. |
|
While the call on hold |
Select if an announcement is played to the callers waiting in the call queue. If you select Play an announcement, you can select the announcement and change the repetition interval. |
|
While waiting in queue, the caller |
Select if queue callbacks are allowed for this queue. If you select May request a callback by pressing, you can assign a key and select the announcement. You can also add an email address for notifications to be sent to. |
|
If the calls aren't answered |
Select whether callers can choose to leave the call queue. If you select By pressing, you can assign a key and select a location for the call to be sent to. |
Metrics tab
|
Features |
Description |
|---|---|
|
Maximum 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. |
|
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. |
|
Service Level Agreement |
Measure the percentage of incoming calls that an agent answers in an established amount of time. In Agreement Threshold, define the maximum time within which the agent must answer the call to include the call into SLA measurements. In Calculation Formula, define how abandoned calls are treated in SLA measurements. In Ignore calls abandoned before, set the maximum duration of calls until they are abandoned, so they aren't included in SLA measurements. In Alerts - From service level threshold, 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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