Welcome Message-Play a message when callers first reach the queue. On the Announcements page, you can determine the messages and music that callers hear while waiting in the queue. Play announcement before overflow processing-If this option is disabled, callers will hear hold music until the call is answered by a user. Once this wait time is reached by the caller, the overflow You can also enable the following overflow settings:Įnable overflow after calls wait x seconds-With this option you can enter a wait time (in seconds) for callers. Transfer to phone number-Enter the number where you want to transfer overflow calls. Play ringing until caller hangs up-The caller hears ringing until they disconnect. Perform busy treatment-The caller hears a fast-busy tone. Choose one of the following options from the drop-down menu: On the Overflow Settings page, determine how overflow calls are handled. Second longest, and so on until the call is answered. If they don't answer, proceeds to the next agent who has been idle Longest Idle-Sends calls to the agent that has been idle the longest. Top Down-Sends calls through the queue of agents in order, starting from the top each time. It sends calls to the next available call queue agent. The contention to choose the next agent for call routing.Ĭircular-Cycles through all agents after the last agent that took a call. Than one agents, with same skill level, then the selected routing pattern(Circular/Top Down/Longest) is followed to resolve When you select skill based call routing, by default routing will happen only based on the skill level.
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