Offisky - Offisky Document: Call Queue Settings

Description:

You may update your Call Queue settings in this screen.

For Offisky phone system basic concept and introduction, please refer to Concept Document for details.

Panel Location:

User Menu >Under Settings, select

(Operation). In the top navigation menu bar, select Features > Call Queue > Select the queue [

] you wish to update

General Settings:

Queue Name: The display name for this Call Queue.

Access Code: The access code to dial into this call queue (call directly or transfer a call into this queue). This value must be unique within all your call queue.

Country Code Prefix: The country code prefix for the area this call queue serve. (ie. North America: 1, China: 86, Hong Kong: 852, etc).

On-Hold Playlist: The On-Hold playlist you wish to play to caller while they are on hold.

Enable Initial Message: Announce the initial message before process the caller into the queue.

Enable Initial Message - Custom Greetings: If you do not want to use the default initial message (ie. You call has been placed into priority sequence and ...), provide your voice greeting here.

Enable Mon/Rec Message: Announce this call maybe recorded / monitored warning message, before process the caller into the queue.

Enable Mon/Rec Message - Custom Greetings: If you do not want to use the default monitor / recorded warning message (ie. You call maybe recorded or monitored...), provide your voice greeting here.

Queue Operating Mode: Select the Call Queue Operation Mode. Support the following:
- First-In, First-Out (Based on call in order): Answer the call, in the First-In, First-Out order (regardless the current call status).
- First-In, First-Out (Answer on-hold calls first, then return the call back calls): Answer all the calls which is currently on hold first (First-In, First-Out), the return the call-back calls (First-In, First-Out).

Advance Settings:

Enable Call Back: Enable call back feature in this queue. If enable, callers can leave their return number into the Call Queue and wait for return call, instead of continue waiting in the queue.

Enable Extension Dial: Enable the option to allow user to dial your internal extension number while waiting in the queue.

Enable Customer Tracking: Enable the option to allow user track their call line up information. Queued call information can be track under "www.ismyturn.com" or if the calling user also have an Offisky account within their call panel [] option.

Show Spot #: When the caller is tracking their call line up information and while they are waiting on the queue, show / announce how may call is waiting before this caller.

Show Estimate Wait Time: When the caller is tracking their call line up information and while they are waiting on the queue, show / announce the estimate wait time to get to this caller.

Estimate Duration / Call: The estimate time you spend per call. This is used to calculate the estimate wait time to get to each caller.

Custom Instruction: Play this custom instruction message while the caller is still within queue, instead of the system build-in instruction message (ie. your call is very important to us, please press 1 for ...).

Operating Hours:

Time Zone: The time zone where this Call Queue is operated under.

Operating Time: The operating time range for this Call Queue. Provide the time range under 24 hours time format. EG. 09:00-18:30 will be 9am to 6:30pm. If operated in full day, leave this field blank.

Operating Day of Week: The operating day range for this Call Queue. Provide the day of week in the format of mon / tue / wed / thu / fri / sat / sun. EG. "mon-fri" will be operate under Monday to Friday. "wed" will only operate on Wednesday. If operated the whole week, leave this field blank.

Operating Month: The operating month for this Call Queue. Supported value from 01 to 12. EG. "01-11" will be operate from January to November. "03" will only operate in March. If operated in all months, leave this field blank.

Operating Day of Month: The operating day of the month for this Call Queue. Supported value from 01 to 31. EG. "01-26" will be operate from the first day of the month to the 26th of the month. "03" will only operate in the 3rd of the month. If operated in all days of the month, leave this field blank.

Over Time Action: Select the form of action if the call is queued after the operating hours:
- Continue queue until someone pickup the call: Only stop receiving calls into the queue, but leave the queued call un-touch, until the operators manually clean up all calls.
- Stop queue and play the OT Voice Message, then hang-up: Stop receiving calls into the queue. For all queued calls, announce the over time message to the caller and hang-up the call.

Over Time Message: If choose the "Stop queue and play the OT Voice Message, then hang-up", please select the voice greeting message you wish to use, or use the system build-in message.

Performance Matrix: If Enabled, the system will automatically gather your call queue usage statistic and use within the call queue performance report.

Queue Operators:

To add a new operator: use the [] icon located at the top of the operator list.

To remove an operator: use the [] icon located at each of the queue operator row.

To update an operator:
- Staff: Select the user you wish to be the operator member of this Call Queue.
- Access Mode: Select the Queue Operator Access Mode.
  - Operator: Queue Operators can receive calls based on the "Queue Operating Mode" selected method.
  - Representative: Queue Representative can view and receive calls based on the "Queue Operating Mode" selected method, and also be able to select which call within the queue he/she wants to pick.

Screen Operations:

To remove this Call Cueue, use [] icon.

Once finish, click on "Save" button to save your settings, or click on "OK" button to save and return to the previous screen.

Call Queue Settings

Related Topics:

Member's Comment: