Create a New Calls Outbound Queue/Edit a Calls Outbound Queue
Go to Manage → Queues.
To create a new queue from scratch, click Add new and select Calls outbound.
To use an existing queue as a template for your new one, click Clone in the Actions column.
To edit an existing queue, click its title.
The queue details will open.
Each user can only have Automatic or Fixed login to max. 1 outgoing queue (including campaign queues).
To clone an outgoing queue up to version 6.19.x, it is necessary to change these login methods to Manual before cloning.
From version 6.20, when you clone an outgoing queue with users that have these login types, they will be set to Manual automatically in the newly created queue.
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 Field Details
Queue Fields Details
Open more settings using the Extended button in the top right corner.
Field |
Description |
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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.
|
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.
|
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.
|
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.
|
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.
|
Macro transport (Extended) |
|
Transports (Extended) |
Set up predefined activity transfers and invites for agents using this queue.
|
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 |
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To enable the Speech to Text function, ensure that recording is permitted.
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To utilise AI Topics, ensure that the Speech to Text function is activated.
Save your queue.
To make your queue work correctly:
After you are done creating your Calls outbound queue, make sure you have set up an outbound call routing.
Tip
Don't forget to set up:
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which Agents can use the queue.
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the queue's relations.
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the queue's widget scheme.
See Queues for instructions.