![]() ![]() ![]() Don't forget to also set their priority, if you are using this feature.Īdvanced queue features Additional Queue Calling Strategies Click the Agents tab and add member extensions for this queue. ![]() Click2Call / Click2Meet - Configure a friendly name for the queue to allow direct contact to this queue through a web browser.Options - Announce the queue position to the caller and set the Queue Language.Great for "your call will be recorded" messages. You can also choose to play it before sending the call to agents. Play Intro Prompt - Custom prompt to play as the caller enters the queue.Music on Hold - Audio file that caller hears while waiting on hold.The destination is invoked immediately if there are no agents logged into the queue, or if the caller presses star (*). Destination if No Answer - Set the maximum amount of time that a caller will wait on hold before being sent to the destination defined.Alternatively, you can set an IVR menu option to point here. Direct Inbound Dialing - Optionally assigns one or more direct numbers to the queue to route calls directly to it.Ring Time - The number of seconds that each agent's phone will ring.Prioritized Hunt - Ring agents in the order that is specified in Call Queue Agents under the Agents tab.Hunt Random Start - Randomly chose the first agent to send the call to and then distribute calls among all queue agents.Select your Polling Strategy to determine how calls are distributed:.Click +Add and enter a name for your queue, e.g.In the 3CX Management Console, click Call Queues in the left menu bar.Please contact us to enable access, or to have us perform this configuration on your behalf. Note: To perform these steps, you will need access to your 3CX phone system's Management Console. For example, support agents may be dealing with other customers while another customer calls you. If not, I'm almost debating on having it so that when a user presses 1 for Sales for example, it just sends it to an external DID where I can use 3CX or something again instead or via Direct Routing even though that's clunky.Call queues allow callers to be placed in a queue while other agents are on a call. Some solutions were $75 USD a user a month, which is more than I pay for all of Microsoft 365 and Teams Phone for a user, so it's hard to justify.Īre there any 3rd party add ons that are a bit better but that won't break the bank? Not looking for free or trying to be cheap, it's just hard to justify based on our usage. It's very minimal, but when we do get one we like to see details on it. I know there's several 3rd party add-ons, but our biggest issue is that we might get 1 call a day if that. I'm an admin so I don't take calls, yet if I go into any Teams channel for a queue it's completely empty and shows nothing, making that also useless. That only shows calls the user answered, and not ALL queue calls. We use the option where we assign a Teams channel as the queue to make it appear in Teams, but even that is useless. No one has any way of telling if someone is in a queue or on hold or anything. The built in reports seem bad, and everyone says use Power BI but that's so clunky just to be able to quickly log in and see "did anyone from the team answer that call or was it abandoned, and who answered it."Ĥ) Our biggest issue is the lack of visibility into anything. We used to use 3CX and had a whole switchboard app that would let you see the callers waiting in the queue, how long, who is available, who answered a call, who is talking, etc.ģ) Even when a call ends, it's really difficult to view details on it. Presence is always slow, so you can't trust the red icon or "In a call", plus it doesn't even say if it's "In a queue call" vs just a direct call making it not helpful. He will message that someone is on hold or looking for someone else, and everyone is always surprised as most times it just doesn't ring anyone.Ģ) Whenever it does ring everyone, if you miss the "Call answered by John Smith" in the notification, there's absolutely no way to know if someone got the call or is on it. 80% of the time when someone calls the queue, it only rings one user from my staff. I have presence based routing turned off. There's a few issues that we have that from what I understand, can only be solved with 3rd party add-ons:ġ) I have it set to do the attended routing I believe it is, where it should ring all members of the queue. It works great and we love it, but when it comes to call queues we are really struggling. We are a small business with 10 users and use Teams Phone with Operator Connect. ![]()
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