Calls Inbound

Call steering description

Enter hint words for the call steering application.

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 

(Extended)

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.

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.

Recording for agent 

Select a recording that will be played back to the agent before they are connected with the caller. E.g. "this call is from the Sales queue" or "the following call is from the Technical support queue". To add more recordings, go to Manage → Routings → Calls → Advanced settings → System recordings.

Play recording before joining 

(Extended)

Select a recording that will be played back to the customer before they join the queue. To add more recordings, go to Manage → Routings → Calls → Advanced settings → System recordings.

Play recording after joining

Select a recording that will be played back to the customer after they join the queue. To add more recordings, go to Manage → Routings → Calls → Advanced settings → System recordings. If your recording is longer than Max. waiting time, it will not be played to the end.

Ringtone

Select the music or speech that will be played back to the caller while they are waiting in the queue.
Inherit: the ringtone from the previous application will be used.
Ring: the call will ring until an agent picks up.
Ringanswer: the call will ring until an agent picks up (flat ring tone type).
default: the caller will hear predefined music.
none: the caller will hear silence. To add more ring tones, go to Manage → Routings → Calls → Advanced settings → Background Music

Max. waiting time

Select the maximum time the customer can remain in the queue before being sent to the next target. The time the activity is ringing at an agent (Ring time) may be added to the maximum time. See the Documentation for an example.

Max. waiting count 

(Extended)

Select the maximum count of activities waiting for distribution in the queue (empty action). Activities already ringing at an agent are not included in this limit. The next activity after max is reached will be routed to the next target. Only checked once when the call 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.

Enter queue conditions

Select the conditions under which the caller can't enter the queue.

Remove from queue conditions

Select the conditions under which the caller will be removed from the queue.

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 many hours into the past should the system look when searching for the last agent? 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

Select the amount of time that needs to pass before a new activity can be routed to an agent that has just finished an activity (the length of the Wrap pause).

Call busy agent

Turn on to allow call distribution to agents that are already speaking to someone on another call. Use only with one agent – turning this setting on overrides the distribution strategy! Used mostly when agents have external phone numbers linked through an external call routing system.

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.

Tab autofocus

Turn on to automatically open the tab with the activity.

Missed activities

Turn on to activate missed activity notifications which you can use to contact customers back. Set up the queues you want to use for this purpose in "Missed activity settings" below.

Idle activity notification

Select the time when the toast notification for a long-standing activity will be displayed.

Missed activity settings

Missed display time

Select for how long missed activity notifications stay in Missed activities.

Call queue

Select the outgoing call queue you want to use to call customers back from Missed activities.

Time limit

Choose the minimum time a call has to ring to be considered a missed call.

Auto call back

Turn on to automatically call missed calls back when an agent is available. If you select a calls outbound queue, the agent must have rights to the selected outbound queue to make automatic callbacks.

SMS queue

Select the SMS queue you want to use to text customers back from Missed activities.

Email queue

Select the email queue you want to use to email customers back from Missed activities.

Periodic announcement

IVR menu jump

Select which IVR should be played back if no agents are available. This IVR is part of the queue and its menu can only contain single digit options. To start the IVR immediately after the call enters the queue, turn on "IVR immediately". Otherwise set up the delay between the call entering the queue and the first IVR in "IVR repeat". The IVR will keep repeating with the same interval until "Max. waiting time" runs out and the queue is sent to the next target.

IVR repeat

Select how often the IVR should be repeated.
If "IVR immediately" is turned off:
– this will also be the time between the call entering the queue and the first IVR playback.
– if you select "Don't repeat", IVR will not be played back at all.

IVR immediately

Jump to selected IVR immediately after joining queue if all agents busy?

Position announcement 

(Extended)

Turn on to let the caller know how many people are ahead of them in the queue.

Position announcement repeat 

(Extended)

Select how often the position announcement should be repeated. The interval is counted from the beginning of the announcement playback.

Announcement language

Select the announcement language.

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

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, the earlier recording option prevails.

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: Call recording starts from the moment the call first reaches the user or queue (depending on where you are setting up from), which usually includes the ring tone and early media sounds.

Record after call is bridged: Call recording starts when the call parties are connected. This usually eliminates useless time in recordings such as ringing and early media.

Record after call is bridged including call transfer: Call recording will continue even if the call is transferred to another agent or 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 notification sound when recording is started

Notification when recording is stopped

Select notification sound when recording is stopped

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.

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 the same form as Fred.
If no campaigns are selected, the new record will automatically be created in this queue.

Next targets

Target if not answered

Select where the call will be routed if it is not answered – ie. when Max. waiting time, Max. count waiting, Enter queue conditions or Remove from queue conditions are met.

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 

Transports

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 using speech-to-text. You will be billed per minute of transcribed audio. In the next two fields, select the languages that you expect will be used during calls and any transcription conditions. Please get in touch with us to activate this feature.

Audio input language

Select the languages that you expect to be used in this queue. The Speech-to-Text converter will select the from this list.

Transcriptions conditions

If you don’t 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 to analyse activities in this queue. Every analysed activity uses 100 AI coins. In call queues, AI Topics can only be used in combination with Speech-to-Text. Set up your AI Topics in the field below.

AI Topics setup

Set up instructions for the AI analysis of activities in this queue.

AI Topics Language

AI Topics Language