Web Click To Call¶
Using click-to-call, your customers can request a call back from your contact centre. Go to Settings β Routings β Queues to set up a CTC queue. The form customers fill in is part of the web chat widget β see Set Up Web Chat.
Allowed numbers default to Czech and Slovak numbers only
A new click-to-call queue accepts only Czech and Slovak phone numbers: the default Allowed numbers regular expression matches 00420β¦/00421β¦ numbers and Czech and Slovak national formats. A customer who enters a number from any other country gets an error and can't request a callback. If you serve other countries, add an expression for them before you go live. Enter one expression per line; each one must match the whole number β for example (00|\+)[0-9]{8,15} accepts any number in international format.
Recommended starting values
As with inbound calls, recording is off by default (Do not record), Wrap up time and Automatic Pause are off, Agent ring time is 20 seconds and the thresholds are unset. See the box in Inbound Call Queue for what to start with and why.
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 β Workflows β 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 Inactive 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 β User β Queue β 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. The default expression allows only Czech and Slovak numbers β see the warning at the top of this page. |
| 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 | The queue's priority for distributing activities to agents: the higher the number, the sooner this queue's activities are handed out. There is no fixed scale β pick any number (the default is 200), in the same number space as Priority Flow scores. The value applies only to activities that enter the queue directly; an activity that arrives with a priority of its own keeps it, and the priority never grows while the activity waits. For calls, any value above 255 is passed to the telephony core as 255. |
| Find specific agent | Select if you want the customer to be connected to a specific agent before the distribution strategy is used. Don't find (the default): use the distribution strategy. Last agent: try the agent the customer spoke to last time; set up Last agent hours. CRM Contact owner β if available: try the owner of the customer's CRM contact in the first distribution round; if they are not available, use the distribution strategy. CRM Contact owner β exclusively: only ever connect the customer to the CRM contact owner. |
| Last agent hours | How far back (in hours) the system looks for the agent who last spoke to the customer. Used when Find specific agent is set to Last agent. |
| Automatic Pause | Select if an agent that rejects or doesn't answer an activity should automatically be put on the Inactive pause. Off by default. |
| 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. The default is 20 seconds. |
| 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. |
| Auto answer (Extended) | Turn on if incoming activity should be answered automatically. |
| Distribution strategy | How calls are allocated to agents. The default is Least recent. 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, agents whose profile allows 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. |
| 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. The options are described in Inbound Call Queue. |
| 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. 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). |
| 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 β Everyone, Everyone in Priority Order, Least Recent and Random in Priority Order β are described with examples in Distribution Strategies.
Open more settings using the Extended button in the top right corner.
Warning
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 call script form that is used to call the customer back. This is done by selecting the call script form field in the Number input setting of the queue.
- Create a record form in Settings β Call Scripts
- It must contain at least one field of the Phone type.
- Pair the call script with the current queue by selecting it while creating the call script 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
Don't forget to set up which profiles can use the queue, the queue's relations and its 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.