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Option | Details |
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Play welcome sound | Enable if you want a sound to be played to the caller before connecting them to the queue. |
Announce [ ] position and/or [ ] hold time every <y> seconds | Choose the announcements you want to be made to the caller every <y>seconds: Enable the first checkbox if you want callers to be informed about their position in the queue. The caller will be announced of their position in the queue using the Select the second checkbox if you want callers to be informed about the time they have been waiting in the current queue for their call to be answered by an agent; the sound played to the user when this option is enabled is the one entered in the The elapsed queue hold time sound field. |
Periodic announcements every <x> seconds | A periodic announcement is a message such as "Thank you for holding, your call is important to us." The value <x> specifies the frequency of these announcements. Default: 30 seconds. |
Exit to extension on key pressed | Allows the caller to exit the queue by pressing the 0 key on the phone pad. The call will be transferred to another extension belonging to the same organization account. |
Try to connect caller to the same agent [ ], if connected in the last <x> hours | Allows a repeat caller to connect with the last agent they talked within a given interval of time. |
Sound files setup
In this area, you can change the sound files.
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Option | Detail |
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If a caller has been waiting in queue for <x> seconds, transfer call to extension <extension> | This feature allows the caller to be transferred to another extension after waiting in the queue for a certain number of seconds. Select the check box to fill in the two text boxes:
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Allow calls to enter queue when <agents_status> | When an incoming call is received, VoipNow will allow it to enter the queue depending on the agents' availability set here:
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When calls are not allowed to enter queue, transfer them to extension <extension> (otherwise call is hung up) | If the condition for allowing calls to enter the queue cannot be matched, instead of hanging up, you can choose to transfer them to another extension. e.g. If you decided to Allow calls to enter queue when 'There are agents on queue, even logged out', but there are no agents assigned to this queue, you can enable this option and allow calls to be transferred to another extension on the same client account. That way incoming calls will not be dropped. |
Drop existing calls from queue when <situation> | VoipNow allows you to choose the time for calls already in the queue to be dropped:
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When calls are dropped from queue, transfer them to extension <extension> (otherwise call is hung up) | You can choose to transfer the calls dropped from the queue to another extension instead of terminating them. Select this checkbox and define the extension number where the dropped calls will be transferred to. You can use the text boxes to specify the numbers of the extensions the calls will be transferred to or you can click the icon to see a list with all the extensions available for the current user. A pop-up window will be displayed, allowing you to choose the extension number. Phone terminal, Queue, Interactive Voice Response (IVR) are the only extension types available. Click the User (Extension Label) to select the extension you need. |
Play sound <sound> on disconnect due to queue full | Enable if you want a sound to be played to the caller on disconnection due to queue full. |
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