Outbound Call Queue¶
This page is a reference of all outbound call queue settings. If you are setting up outbound calling from scratch, follow the step-by-step guide Set Up Outbound Calls. For the queue list itself β assigning agents, relations and widget schemes β see Queue Basics.
The outbound call queue is what agents dial out through: it decides the number customers see, whether calls are recorded and which form agents fill in.
Recommended starting values
| Setting | Default in Daktela | Start with | Why |
|---|---|---|---|
| When to record calls automatically | Do not record | Record after call is bridged | Without recordings you can't play calls back, and Speech-to-Text, AI QA and AI Topics can't run on the queue. Recording needs a Call Recording licence. |
| Outbound number | Empty (the user's or trunk's number is used) | Your main public number | It is the number customers see β and call back. |
| Max. ring time | 2 minutes for a queue created in the app (30 seconds for a queue created through the API) | Keep 2 minutes | Shorten it only if agents wait too long on calls nobody answers. |
| Wrap up time | None | 10β30 seconds | Gives agents time to finish their notes before they are offered the next activity. |
Warning
Each agent can have Automatic or Fixed login to at most one outgoing queue (including campaign queues). When you clone an outgoing queue, user rights with these login types are set to Manual in the new queue automatically.
Calls Outbound 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 Fields Details¶
Open more settings using the Extended button in the top right corner.
| Field | Description |
|---|---|
| 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. |
| Form save time | Select the time agents have to fill out and save the activity form after the interaction with the customer ends. The Inactive pause will automatically be set after this time runs out. The default is Unlimited. |
| 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 β User β Queue β Caller IDs. |
| Wrap up 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). The default is None. |
| Multiple statuses | Allow or disallow users to set multiple statuses for activities using this queue. |
| Tab autofocus | Turn on to automatically open the tab with the activity. |
| 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, agents whose user rights allow blacklisting in this queue 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. |
| Max. ring time | Select how long the dialer should wait for the customer to answer the call. If the Max. ring time passes, the call will be dropped. A queue created in the app starts at 2 minutes; a queue created through the API starts at 30 seconds. |
| 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 | |
| When to record calls automatically | Select if and when calls using this queue are recorded automatically. The default is Do not record. This setting exists on both the user and the queue β if either is set to record, the call is recorded. Do not record: calls are not recorded automatically. Record from call start: recording starts from the moment the call first reaches the queue, which usually includes the ringtone and early media. Record after call is bridged: recording starts when the call parties are connected. Internal transfers and consultations between agents are always included. Record after call is bridged including external call transfer: same as above, but also covers calls that end up connecting two external parties with no agent activity to attach the recording to (e.g. after a transfer to an external number) β a standalone recording, not linked to any user, is created. |
| Who to record | Select whether the recording contains only the agent, only the customer, or both sides of the call (the default). If the user and the queue are set differently, the queue setting is used. |
| Allow call recording start and stop | Select if the users calling via this queue can control when calls are recorded. If When to record calls automatically is Do not record but this is on, users can start recording manually. This setting exists on both the user and the queue β if either is set to "Yes", users can control recording. Off by default. |
| 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. |
| On-hold music | Select the music played to the customer when an agent puts them on hold. Default (the default): our own predefined music. None: no music (silence). You can upload your own music in Settings β Routings β Calls β Advanced settings β Background Musics. |
| Forms | |
| Use record form | Turn on if you want to use a record form. Don't forget to add the record form to your widgets using the grey Widgets button in the Actions column of the queue list. |
| Select records | Turn on to allow agents to manually pick and call any campaign records that meet the relevant conditions. |
| Skip records | Turn on to allow agents to manually pick and call any campaign records that meet the relevant conditions. |
| Campaigns | Select the campaigns you want to connect with this queue. If a call's phone number is part of a record in one of the campaigns selected here, agents can assign the call to the campaign record in the campaign widget. Example: Agent Fred opens a campaign form and makes a call but the customer does not answer. The customer calls back when they see the missed call and gets through to agent Jane. She will be able to assign the call to the original campaign and be able to use the same form as Fred. If no campaigns are selected, the new record will automatically be created in this queue. |
| Next targets | |
| Target if answered | Select where the call will be routed after an answered call is ended by the agent. |
| Macro links (Extended) | |
| Links (Extended) | Set up an external URL, e.g. a customer card, that can be opened when using this queue. Name: enter the button label that appears when multiple addresses are set up. URL: enter an external URL address. You can use wildcards that will automatically be replaced with current values (all activity properties are available, e.g. {{user.title}} is the title of the user assigned to the activity). Open: enable to automatically open the external URL when an agent accepts an activity using this queue. Unique: when an agent has multiple activities in this queue open at the same time, enable to open each external URL in a separate new window. Disable to open in the same window. Popup: enable to open the external URL in a popup window instead of a new tab. Set up the width and height of the popup window. |
| Macro transport (Extended) | |
| Transports (Extended) | Set up predefined activity transfers and invites for agents using this queue. Title: enter the name that will be displayed in the transfer/invite dropdown menu. Destination: enter the phone number or queue or user number that you want to transfer to/invite. Transfer and Invite: turn on the option you want to use or both. |
| Tickets | |
| Category | Select a category that will automatically be assigned to tickets created in activities using this queue. |
| Speech to text | |
| Speech-to-Text | Turn on to transcribe calls made in this queue. You are billed per minute of transcribed audio. Call recording must be turned on. Contact Daktela to activate this feature. |
| Audio input language | Select the languages you expect to be used in this queue. The Speech-to-Text converter will pick the language from this list. |
| Transcriptions conditions | If you donβt want to transcribe every call in this queue, you can set up conditions that must be met for it to be transcribed. |
| AI Topics | |
| Use AI Topics | Turn on to use AI Topics to analyse activities in this queue. In call queues, AI Topics can only be used in combination with Speech-to-Text. Every question consumes 15 Power Pack tokens per activity. |
| AI Topics setup | Set up instructions for the AI analysis of activities in this queue. |
| AI Topics Language | Select the language used for the AI Topics analysis. |
Info
Speech-to-Text only works when calls are recorded, and AI Topics and AI QA only work on call queues with Speech-to-Text turned on. With the default Do not record, none of them run.
Warning
After you create your outbound call queue, make sure you have an outbound call routing β usually prepared by Daktela Support together with your trunk.
Tip
Don't forget to set up which user rights can use the queue, the queue's relations and its widget scheme. See Queue Basics for instructions.
Not Working?¶
Agents can't dial out? See Troubleshooting β Agents can't make calls.