When all members of your staff are occupied, incoming calls will go the Inbound Call Queue. Callers waiting in the queue will hear a recorded message until the next available agent is free to take their call.
How the Inbound Call Queue Works
You might be wondering which incoming calls wind up in the Queue and which incoming calls go to Voicemail. The following bullet points will give you a good idea of how the Caller Queue functions:
- Calls will only go to the Queue if there are one or more Dialer-enabled Group Members logged in. If there are no Group members logged in, the call will go to the Group Voicemail.
- If all Group members are on other calls, away from their desk, or too busy with other duties to accept an incoming call, the call will go to the Queue.
- Calls that are declined by any logged in Group member, will go to the Group voicemail instead of the Queue.
Setting Up The Inbound Call Queue
Go to Manage > Administration > Dialer > Dialer Extensions and click the Edit (wrench) icon for any user to open the Edit User Settings dialog box. Next, click the Manage Groups button.
The Manage Employee Groups dialog will open displaying a table listing all Groups in your organization. Click the Edit (wrench) icon for the particular Group for whom you would like to set up the Inbound Call Queue.
The Edit Employee Group dialog will open. Directly below the title, you will notice the Waiting Queue Recording text. Click the Select File button below the text, and select a .wav or .mp3 file from your PC.
Once you have selected the .mp3 or .wav, the chosen file's name will appear below the Select File & Upload buttons. Click the Upload button to save this as the message for your Group's Caller Queue. This recording will play on a loop until the call is answered by an agent.
Once the file is uploaded, you will see a message stating 'File uploaded successfully.' Click the Save button and close all other open dialog boxes.
Answering a Call from the Inbound Caller Queue
When an incoming call goes to the Queue, Group members will be notified by the appearance of a number indicator inside a red circle on the Queue tab. This indicator will appear for all Group members who are currently logged in and have the Dialer open.
If additional calls are added to the Queue, the indicator will update with the number of calls currently waiting. Calls are en-queued chronologically with the callers that have been waiting the longest at the top. You have the option to answer these calls in order they came in or you can select the en-queued calls in any order you desire.
Click the Queue tab to see detailed information on the waiting caller(s).
If the incoming call is from a lead, the lead name will appear as a clickable link that will open the lead form. Other information appearing on this tab includes the caller's phone number, the date and time of call, and the amount of time the caller has been in the Queue (which is displayed in minutes):
To answer the call, click the button with the phone icon to the right of the call data. You will be connected with the caller and that incoming call will be removed from the Queue.