Place inbound callers into a virtual queue in the cloud with 2talk Call Queuing. With support for up to 20 agents call queuing is perfect for call centres and busy front offices.
Long wait times mean abandoned calls, lowered customer satisfaction and ultimately lost business. 2talk Call Queuing is perfect for busy front office or receptionist functions where incoming calls are directed to a pilot number. Using the 2talk CloudPBX you can set the position in the queue announcement frequencies, maximum number of callers in queue and a variety of time out values.
Go one step further and link CloudPBX Auto Attendant to the your advertised number to easily direct calls to sales, support or the finance group for example; providing a feature to your callers normally only available to large call centers.
If for what ever reason your agents are unable to answer the calls, you can redirect to a call forwarding, simultaneous ring or even just prompt to leave a voicemail message.
Quick Guide
- Log into https://now.2talk.co.nz > select the number you want to use Call Queuing with.
- Select Cloud PBX > Inbound Calls > Call Queuing
- Click Call Queuing to Enabled.
- Select agents to be connected to call.
- Click Save settings to update.
Settings
Read on to learn about all of the settings available for queues.
- Queue Time Settings: Choose when to enable your queue
-
- At all times
- Durning work hours
- Outside of work hours
- Durning available hours
- Outside available hours
- During user defined hours
- Outside user defined hours
- Queuing Strategy: Choose how you want to the cloud pbx to select which agent to call
- Ring All - simultaneously ring all agents
- Round Robin - take turns ringing each available agent
- Least Recent - ring the agent which the least recently called
- Fewest Calls - ring the agent with the fewest completed calls
- Random - ring your agents at random
- Round Robin with memory - remember which agent the cloud pbx last tried
- Maximum Queue Length: Set the maximum number of callers allowed in the queue at any time (0 means unlimited).
- Agent Timeout: Set how many seconds to let the agent phone ring before it is considered a timeout.
- Retry timer: Set how many seconds to wait before retrying the queue strategy. The timer triggers when the caller has had no response from all the available agents, this is usually after one attempt to all agents for a 'Ring All' queue strategy or one attempt per agent for all other queue strategies. The timer also triggers when 'Ring All' strategy is configured and a queue call is answered. While the retry timer is active queueing calls are not sent to agents and periodic announcements do not play.
- Wrap-up Time: Set how many seconds after a successful call to make the agent unavailable for further calls from this queue.
- Queue Position Announcement: Set how often in seconds to announce queue position and/or estimated hold-time to caller. This announcement will also be made when the caller first enters the queue. A custom message is not able to be uploaded for this announcement type. Specify 0 to turn these announcements off.
- Periodic Announcement Frequency: Set how often in seconds to play a ‘Thank you for holding’ message. The announcement will not play while the caller is ringing through to an agent or while the 'Retry timer' is active. Custom messages can be uploaded, a single message is played per configured frequency, in the order they are uploaded. Specify 0 to turn these announcements off.
- Queue Timeout: Set how many seconds can a caller be left in the queue (0 for no time limit). After the queue times out the call will continue in the call flow detailed in the '2talk Call Flow Priority' article. This way calls that time out can be answered elsewhere.
- Queue Identifier: Configure the Text displayed in front of the Caller ID information when the call is delivered to an agent via this queue. This helps agents identify the a call is from this queue.
- Include estimated hold time: Includes the estimated hold time in queue during 'Queue Position' announcements.
- Report the hold time of the caller to the agent: Advises the agent of the caller hold-time when the agent receives the call and before connecting to the caller.
- Answer Confirmation: When enabled any off-net call recipients will be prompted to accept the call, if they do not accept the call it will return to the call flow as if unanswered