Queue - pdf

Queue

A queue is a very customer-friendly feature that ensures that you do not have to disappoint a single customer during busy moments because your capacity does not allow you to answer them immediately. With the queue you ensure that the callers are dosed to the available employees ('agents') while the customer waits after a friendly welcome with pleasant background music and is possibly informed about his/her place in the queue. 

You can apply this component in your dial plan(s) and selection menus (IVR) in various ways.

Contents Queue

1. Setting up and adding a queue to a dial plan or an IVR (selection menu)
   1.1 How to set up a queue
   1.2 Adding a queue to a dial plan and/or IVR selection
2. Applications
   2.1 Switching to a queue in case of heavy call congestion
   2.2 Adding a queue to a selection menu (IVR: Interactive Voice Response)

1. Setting up and adding a queue to a dial plan or an IVR (selection menu)

You can program one or more call queues to be added later to your dial plan(s) and/or selection menus.

1.1 How to set up a queue

1. Log on as [ADMIN] on the telephone exchange.
   
2. Go to [Dial Plans] in the menu on the left and select [Queues] from the dial plan menu.
   
3. You will find the queues that have already been created here. To add a new Queue, click on [Add] in the top right corner. You then go through the Queue Wizard
   

Name Queue

In the first screen you enter a NAME for the queue and a colour of your choice.

Via "Settings" you can then choose the queue specifications.

On the left part of these settings you can choose some options based on the PRIORITY LEVEL*. In the last step of this wizard you can assign the agents to a level of the queue to which the caller can be offered successively.

Max. number of callers: Define the maximum or unlimited number of waiting callers in the queue.

Maximum waiting time in the queue before the next action of the calling plan applies.

Priority level Time-out: Choose how long a waiting caller may try to connect to an agent within 1 level before the next level is offered.

Priority level mode*: You can choose to address the levels sequentially according to the set timeout or always add one more level to the queue.

Tip: If you limit the number of callers, make sure you have a logical next step in the calling plan where the other callers will end up.

Call distribution strategy: Here you have 3 options to determine how the agents are chosen to handle a waiting caller.

Ring time for agent: Here you select the ringing time on an agent's phone as soon as he is available.

Wrap-up time for an agent: You can give the agent some extra time to process a call before he is offered a new waiting caller.

Warning: this option can cause long waiting lines and can only be uses in specific cases.

Break Out: When a caller is waiting in the queue, you can configure the system so that after X number of minutes, the caller can exit the queue themselves and proceed to the next step in the call flow. This helps reduce waiting times if the caller no longer wishes to remain in the queue and would, for example, prefer to leave a voicemail or be redirected to another call flow.

An audio message can be configured under the periodic announcements to inform callers, after X number of seconds in the queue, that they can leave a voicemail by pressing a specific key of your choice.

Select Digit: The caller can press the selected key to proceed to the next step.

Go to: Here you can choose from the following actions: redirect to a configured voicemail or to another call flow.

Sounds

Via SOUNDS you can add a welcome message and/or a periodic message. You can create these sound files yourself and upload them to the queue.

Time between the periodic announcements: Here you define the interval between the messages, i.e. the periodic message, if on, + announcement of the position in the queue, which are played one after the other.

Position announcement settings: You can announce at which position in the queue the caller is. You can switch this option on or off with the slider. Below that, you can determine whether this is signaled before or after the periodic message.

The default language for queue position announcements is the company's default language. If a company's default language is different from the 4 available languages, it is set to English. You can change it to your choice in the manner below.

Agents of queue

Via this last step of the Queue Wizard you can add the 'agents' (= employees) who will answer the queue. You can add them based on an existing user or an external phone number.

On the right you can see the added agents and their status. The status can be changed here in the queue settings or the agents can log on and off or pause themselves using the shortcodes*. 

 

Shortcodes* that you can also set as speed-dial on your phone(s):

*100: to log in/out of the queue(s) according to your previous status

*101: to log into the queue(s)

*102: to pause your status in the queue(s)

*103: to log out of the queue(s)

The priority level mentioned earlier (pg.3) can be indicated here for each agent. The agent can be assigned to a first, second or third level.

Finally, you can also designate an existing user as a supervisor by clicking the slider from no to yes. To use the corresponding actions to listen in, break in or whisper in, the user needs an Operator console.

1.2      Adding a queue to a Dial Plan and/or Selection menu (IVR)

Simply drag and drop the queue component into the dial plan of your choice, choose the queue you created earlier and save it. In chapter 2, the following application is explained step by step. (2.1)

In the start menu or another layer (=submenu/context) of your IVR or selection menu you can also build in a queue. Chapter 2 explains another interesting application step by step. (2.2)

• Related Articles

• The Dial Plan and its components - pdf

  Please find the manual attached. For further questions or support, please contact our helpdesk: support@fonzer.com 02/580.50.00

• New Telephone Exchange - Quickstart & Login (2FA) for the user - pdf

  Please find the manual attached. For further questions or support, please contact our helpdesk: support@fonzer.com 02/580.50.00

• IVR - interactive voice response

  IVR - interactive voice response With Fonzer you can effortlessly add a choice menu or IVR (= Interactive Voice Response) to your telephone exchange! An IVR is a system that allows you to offer callers options so that they immediately get the ...

• All you need to know about Fonzer and VOIP!

  Your organisation is unique and has its own wishes and requirements when it comes to telephony. With its extensive and highly flexible telephony solution, Fonzer offers what you are looking for today: an online telephone exchange (hosted PBX), ...

• Time condition

  Time condition Together with the Flow control (diversion) component and Condition component, the Time condition component is used in the call plans to route incoming calls. Time conditions are useful for determining the routing of incoming calls ...