This option allows managers to receive a notification when various events occur, such as:įrequently Asked Questions What is an abandoned call?Ī queued call is considered abandoned when either: Queue RecordingĪllow the caller to opt-in or opt-out of call recording. You can also configure reports based on this metric. Your managers can be notified of SLA breaches. Use this option if you have an agreed maximum amount of time that you would like customers to wait on hold. For example, you can use this option if you have Gold level customers. If an agent is a member of multiple queues, setting Priority Queue will prioritize callers in this queue over other queues. Managers can view these stats through the 3CX Web Client. This feature allows you to manually or automatically reset Queue Agent Calls and Wallboard statistics. Maximum Callers in QueueĬalls are sent to the Destination if no answer destination if this limit is reached. The system will wait the specified number of seconds before sending another call to the agent. Wrap-Up TimeĪllows your agents some time to write notes after completing a call. CallbackĪllow the caller to have the system call them back when an agent becomes available.
#3cx call queue pro
Note: This feature requires 3CX Pro or Enterprise edition.
Skills-based routing allows you to route calls to agents based on their assigned skills group. Note: This feature requires 3CX Enterprise edition. Unlike Prioritized Hunt, Round Robin will remember the last agent that was called. Round Robin - Cycle through the agents in the order set in the Agents tab.Hunt by Threes Prioritized - Sends the call to the top three agents, as set in the priority of the Agents tab, followed by the next three, and so on.Fewest Answered - Sends the call to the agent that has the fewest answered calls.Least Talk Time - Sends the call to the agent that has spent the least amount of time talking on the phone.Longest Wait Time - Sends the call to the agent that has been the longest without receiving a call.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. Call queues allow callers to be placed in a queue while other agents are on a call.
0 kommentar(er)
