Calls Outbound

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 "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.

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).

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

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

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, 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

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 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 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.

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