Web Click To Call¶
Using click-to-call, your customers can request a call back from your contact centre. Go to Settings → Routings → Queues to set up a CTC queue.
Web Click-To-Call Queue Details¶
Fill out the Unique queue number, Title and Description (optional), then set up your queue. Queue Number Auto-Suggestion Daktela will automatically suggest the next available number based on previous numbers of the same queue type (including deleted ones).
Queue Field Details¶
Open more settings using the Extended button in the top right corner.
| Field | Description |
|---|---|
| Alias | The queue's alias is used for example as a visible target for customers using web chat. |
| Advanced settings | |
| Allow description | Turn on to activate the description field as part of the activity created using this queue. Agents can enter a description of the activity. |
| Queue active | By disabling the queue, you can quickly pause it. Call queues will stop dialling new calls. Already dialled calls will not be interrupted. Email queues will stop receiving emails. Outgoing emails will not be affected. |
| Working hours | Select your working hours from your Time groups. Go to Settings → Workflows → Time groups to set up your Time groups. |
| Form save time | Select the time agents have to fill out and save the activity form after the interaction with the customer ends. The "Lazy" pause will automatically be set after this time runs out. |
| Outbound number | Enter the numbers that are presented to the called party for calls from this queue. If you want to use multiple numbers, separate them with a comma. The numbers are then selected randomly for each call. Leave empty to use default numbers. Hierarchy of Outbound number settings (lowest to highest): SIP Trunk → User → Queue → Caller IDs. |
| CID prefix | You can optionally prefix the Caller ID name for extensions using this queue. ie: If you prefix with "Sales:", a call from John Doe would display as "Sales:John Doe" on the extensions that use this queue. |
| Allowed numbers | Enter a regular expression for phone numbers that the customer can enter into the form. |
| Max. waiting count (Extended) | The maximum number of activities waiting for distribution in the queue. Activities already ringing at an agent don't count. When the limit is reached, the next activity is routed to the next target. Checked only once, when the activity enters the queue. |
| Priority | Set the queue's priority for distribution of activities to agents: 0 – highest, 10 – lowest. When agents are logged in to several queues, activities from queues with a higher priority will be distributed to them first. |
| Search agent by CRM | Turn on if you want the caller to be connected to the user of the CRM contact. This setting can't be used simultaneously with the "Call last agent" option. Exclusively - activity will be distributed only to contact's agent. If available - trying to reach contact's agent in first distribution, if they are not available, distribution strategy is used next. |
| Call last agent | Turn on if you want the caller to be connected to the same agent as during their last call. Don't forget to set up Last agent hours. |
| Last agent hours | How far back (in hours) the system looks for the agent who last spoke to the caller. This parameter will only be used if Call last agent is set to Yes. |
| Automatic Pause | Select if an agent that rejects or doesn't answer an activity should automatically be put on the Lazy pause. |
| Ring time /Agent ring time | Select how long the agent has to answer the call. Calls will be routed to the next agent after this time passes. |
| Wrapup time | The pause an agent gets after finishing an activity before the next one can be routed to them (the length of the Wrap pause). |
| Auto answer (Extended) | Turn on if incoming activity should be answered automatically. |
| Distribution strategy | See more information below. |
| Multiple statuses | Allow or disallow users to set multiple statuses for activities using this queue. |
| Idle activity notification | If an agent in another browser tab doesn't interact with an open activity for this amount of time, they receive a notification. |
| Blacklist database | If you select a database, users with blacklisting rights can ban a customer in the activity of this queue. The ban will be added to the blacklist of that database. For call type queues, you have the option to choose the "Global for all calls and incoming SMSes" database, which allows you to block the caller's number across all incoming routes and prevent any outgoing calls to that number. |
| Monitoring | |
| Show monitoring notification to agent | An icon is placed in the call activity showing that call monitoring is active for the specific agent. |
| Play monitoring audio notification in call | A recording played in the call which notifies the agent about monitoring start and stop. Select your recordings in the fields below. |
| Recording at monitoring start | Select a recording that will be played when call monitoring is started. |
| Recording at monitoring stop | Select a recording that will be played when call monitoring is ended. |
| Recordings | |
| Record calls | Select if and when calls using this queue should be recorded. Note that these settings can be defined on user and queue level and if they are set differently, if one of these is set to record, then the call will be recorded. Do not record : Calls are not recorded. Note that if this setting is used in the user or queue and the other (user or queue) is set to record calls, the call will be recorded anyway. Record from call start : Recording starts from the moment the call first reaches the user or queue (includes ringing and early media). Continues across transfers to other agents in the same queue. If the call is transferred to a different queue, the new queue's recording setting takes over. Stops if the call is transferred to an external number. Record after call is bridged : Recording starts when the call parties are connected (no ringing or early media). Continues across transfers to other agents in the same queue. If the call is transferred to a different queue, the new queue's recording setting takes over. Stops if the call is transferred to an external number. Record after call is bridged including call transfer : Same as Record after call is bridged, but recording also continues when the call is transferred to an external number. |
| Allow call recording interruption | Select if the user or users calling via this queue can pause and resume call recording. Note that if this setting is different in the user or the queue, if one of these is set to "Yes", then recording can be interrupted. |
| Recording retention | Select how many days to keep recordings of calls made using this queue. The value can't be more than the Maximum recording retention value which is set globally for the entire contact centre. Leave empty or set to 0 to use the Maximum queue recording retention value. |
| Notification when recording is started | Select the sound played when call recording starts. |
| Notification when recording is stopped | Select the sound played when call recording stops. |
| Thresholds (Extended) | |
| Threshold max time (Extended) | Calls waiting longer than the set time will turn red in the realtime panel and on wallboards. |
| Threshold free users (Extended) | When fewer than the set number of agents is available, agents will turn red in the realtime panel and on wallboards. |
| Threshold waiting calls (Extended) | When more than the set number of calls is waiting, calls will turn red in the realtime panel and on wallboards. |
| Next targets | |
| Target if answered | Select where the call will be routed after an answered call is ended by the agent. |
| Tickets | |
| Category | Select a category that will automatically be assigned to tickets created in activities using this queue. |
Distribution Strategy¶
The distribution strategy you select determines how activities that use the queue will be allocated to your agents, taking into account each agent's priority in the queue. The four strategies — Everyone, Everyone in Priority Order, Least Recent and Random in Priority Order — are described with examples in Distribution Strategies.
Open more settings using the Extended button in the top right corner.
Warning
To make your queue work correctly:¶
After you are done creating your CTC queue, don't forget to make it the destination of one of your CTC routings.
Forms¶
For CTC to work correctly, the number field in the CTC widget on the customer's side must be paired with a field in the record type form that is used to call the customer back. This is done by selecting the record type form field in the Number input setting of the queue.
- Create a record form in Settings → Call Scripts
- It must contain at least one field of the Phone type.
- Pair the Record type with the current queue by selecting it while creating the Record type or by clicking Form in the Queue list in the Relations column and selecting it from the list.
- Select one of the Phone fields in the dropdown list in Number input.
Custom Inputs¶
If you want your customers to enter more data than just a phone number, you can set up fields for this purpose here. Set them up in the same way as in Forms above. Enter a Custom title (visible to customer) and decide if filling out the custom input is mandatory using the toggle switch. Save your queue.
Tip
Tip¶
Don't forget to set up:
- which Agents can use the queue.
- the queue's relations.
- the queue's widget scheme. See Queue Basics for instructions.
Notes¶
Least recent call distribution : the time of the last call is calculated based on activities in the last 2 hours.