Queue Breakout enables queueing callers to leave the queue and go to a different cloud PBX feature or number.
By combining the feature of uploading a custom 'Queue announcement message'—which outlines the options available to callers while they wait—Queue Breakout enhances your control over inbound calls and empowers your customers with greater flexibility in their choices.
Setting up Queue Breakout
To configure this feature
Under Cloud PBX select the number you wish to set Queue Breakout on
Select "Inbound Calls" -> "Queue Breakout"
Set a 'breakout type' for each or any digits as required.
Some breakout types will use the 'breakout value' if specified.
Breakout types
- Unused: Default value - use this setting if you do not wish to configure a digit
- Forward call: Forwards the call to the number specified in the corresponding breakout value. This could be to another user or to a Cloud PBX number with a different call flow, for example a different queue or Auto Attendant. If no breakout value is specified with this type, then no action will be taken and the caller will be returned to the queue at their queue position.
- Setup Callback: An automated callback will be created. The user will be asked to confirm their callback number and their call will be ended. A virtual queue participant will be created in the callers queue position. When this is answered by a queue agent they will hear a message playing 'press 1 to connect call'. On pressing 1 the original caller will be called back and connected to this answering agent. The breakout value is not used for this type.
- Go to unavailable voicemail: This sends the caller directly to a voicemail. The caller will be played the 'unavailable' greeting of this voicemail. If no breakout value is configured then this will go to the queue number's voicemail, if an on-account number is specified then the call will go to this voicemail, for any other input the caller will be returned to the queue at their queue position.