Calling Queues - Wiki

Calling Queues

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Now we gone a start a new configuration:  
Now we gone a start a new configuration:  
[[File:Screenshot 3.jpg]]

Revision as of 17:43, 12 May 2011

Call Queues


Is a concept used in inbound call centers. Call centers use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs hold queued calls in First In, First Out order until agents become available. From the caller’s perspective, without virtual queuing they have only two choices: wait until an agent resource becomes available, or abandon (hang up) and try again later. From the call center’s perspective, a long queue results in many abandoned calls, repeat attempts, and customer dissatisfaction.

Queues consist of:

How to

In your services goes to your Customer Portal >> DID Numbers >> Calling Queues

Screenshot (11h 41m 41s).jpg

And we go to "Create New Call Queue" Screenshot 2.jpg

Now we gone a start a new configuration:


"Queue Number": Here we gone a select the number of our Queue, E.G I have my company and i want select the Queue 1 to my sales department, my Queue 2 to my support department, in this way you may sure that your agents received the property calls.

"Queue Name": Here i call my Call Queue 1,E.G "Sales Team".

"Queue Language": This set the language system announcement. In this case "English" .

"Queue Password": This is an optional setting, you can preset a password to access to this queue and be sure that only the people involved to this queue enter it.

"Caller ID Prefix": This setting is optional. You can optionally prefix the Caller ID.

"Join Announcement": If you have a recording for your calling queues you can set here, this recording is playing when the members get in the queue. E.G In my company i have a queue in my sales department, until my customers wait,they hear a recording of all my products and discounts.

"Priority / Weight": Weight of queues, they compared to another queues, if you have an agent logged in more than 1 queues, higher weights get first shot as available agent.

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