Queue Preferences
This topic describes the queue preference settings, including distinctive ring tone, queue capacity, queue callback, service level agreement, announcement, and satisfaction survey.
Distinctive ring tone
| Setting | Description |
|---|---|
| Queue Alert Info |
Set an "alert info text" to add to Alert-info header in INVITE request for queue calls. When receiving a queue call, the phone will inspect "Alert-Info" header to determine which ring tone it should use for ringing. |
Queue capacity
| Setting | Description |
|---|---|
| Maximum Callers in Queue | The maximum number of callers that can wait in the
queue. The default value is 0 (unlimited). Note: When the number of callers waiting in queue reaches
the Maximum Callers In Queue, the
system routes the additional calls to
Failover Destination.
|
| Leave Empty |
Pull the caller out of a queue when no agent is in the queue, and forward the call to the Failover Destination. |
| Join Empty | Allow callers to join a queue when there is no agent in the queue. |
Callback
| Setting | Description |
|---|---|
| Request Callback Method | Define how a caller can request a callback when the queue is busy. |
| Digit to press | Define what digit a caller can press to request a callback
when the queue is busy. Note: The option is
available only when Request Callback
Method is set to Triggered by
caller input. |
| Timeout (s) | Define the amount of time (in seconds) that a caller can wait
in the queue. After the timeout, the system will play the
callback option to the caller automatically. Note: The option is available only when
Request Callback Method is set to
Auto triggered after the
timeout. |
| Callback Outbound Prefix | Define the prefix of outbound route, which will be used to
call the callback number. Note: All agents
in this queue must have permission to use this outbound
route, or the callback would fail. |
Service level agreement
| Setting | Description |
|---|---|
| SLA Time(s) | The maximum amount of time (in seconds) that an agent needs
to answer an incoming call. The default SLA time is 60 seconds. |
| Evaluation Interval(min) | The time interval to compare the queue's SLA performance against the alarm threshold, so the system can send a notification email accordingly. |
| Alarm Threshold(%) | The service level threshold for the queue. The default alarm threshold is 80%. |
Announcement
| Setting | Description |
|---|---|
| Announcement | |
| Join Announcement | The announcement played to callers before they join the queue. |
| Agent ID Announcement | The announcement played to callers to prompt the agent ID.
|
| Play "Thank You for Your Patience" Prompt | Play the prompt "Thank You for Your Patience" to callers periodically while the caller is waiting in a queue. |
| Call Position Announcement | |
| Announce Position | Announce position of caller in the queue. |
| Announce Hold Time | Announce the hold time to the caller periodically based on Frequency. |
| Frequency(s) | The time interval to announce queue position and estimated hold time to the caller. |
| Queue Announcements | |
| Prompt | The announcement played to callers periodically. |
| Frequency(s) | The time interval to play the announcements. |
Satisfaction survey
| Setting | Description |
|---|---|
| Satisfaction Survey Prompt | The prompt played to caller to ask the caller to rate their
satisfaction scale after the agent hangs up. The default prompt is "Please rate your satisfaction with our service, press 1 for satisfied, press 2 for dissatisfied. Thank you.". "Thanks for your calling, goodbye." is prompted after the caller presses a key. |
| Satisfaction Survey Points |
The scores for the keys that the caller can press to rate an
agent's service.
Note: This allows you
to collect customer feedback and gain valuable insight
into agent performance. You can check satisfaction
survey score in Satisfaction Survey report and
Satisfaction Survey Details
report. For more information, see 'Satisfaction Survey' Report and 'Satisfaction Survey Details' Report. |
Key Press Event
| Setting | Description |
|---|---|
| Key | The caller can press the key to enter the specific destination when waiting in queue. Generally, set a Periodic Announcements to guide the callers to press the key. |
| Key Destination | The destination to route the call when the caller presses a key.
|