Customize Queue Notification

With call center service activated, the system sends email notifications to queue managers when a queue call is missed or abandoned, when the service level agreement reaches the alarm threshold, when a callback request is made or a callback failed. This topic describes how to customize these notifications.

Prerequisites

  • Make sure there is a valid email address assigned to queue manager's extension.
  • Make sure system email works.

Procedure

  1. Log in to PBX web portal, go to Call Features > Queue, edit the desired queue.
  2. Click the Members tab.
  3. Select the checkbox of notification option according your needs.
    Option Description
    Notify Manager when a queue call is missed If enabled, the system will send an email to queue manager when a queue call is missed.
    Notify Manager when a queue call is abandoned If enabled, the system will send an email to queue manager when a queue call is abandoned.
    Notify Manager when the SLA is lower than its alarm threshold If enabled, the system will send an email to queue manager when the SLA alarm threshold is reached.
    Notify Manager when a callback request is made If enabled, the system will send an email to queue manager when a callback request is made.
    Notify Manager when a callback failed If enabled, the system will send an email to queue manager when a callback is failed.
  4. Click Save and Apply.