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The description serves as an additional information field exclusively visible in the VoiceHub.
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Queue Timezones
All timetables related to the queue are applied based on the chosen timezone.
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You have the option to adjust the timezone and language of your queues in the settings even after they have been created. In addition, you can access various basic settings such as the maximum queue length, as well as more advanced settings like the storage duration for recordings. A more detailed explanation of the settings can be found here.
Adding a Phone number
Every queue requires a phone number. Phone numbers can be added from the "Phone Number" section. Instructions on adding a phone number can be found here.
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Service Open
A schedule defines the opening hours of the queue. By default, the queue remains open at all times. They can be defined in the schedule if there is a need for specific opening hours.
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You have the option to select either a global timetable, which can also be customized, or a queue-specific schedule by choosing "Edit local timetable". These local timetables are not displayed in the timetable section and are restricted for use in any other queue. Instructions on creating your own global timetable can be found here.
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List of Timetables are presented
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Additionally, adjustments can be made to the timetable or converted to local time once it has been implemented. You can also remove the timetable by clicking on “Clear schedule”.
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For clarity, if you’ve used a global timetable it will say “*global” beside its name or “*system* if you’ve used a system timetable. If there’s nothing beside the name, then its a local timetable and affects only this specific queue.
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Exceptions
Exceptions are utilized to temporarily open and close service queues or manage specific actions such as prompts, transfers, and schedules within a queue.
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There are three different types of exceptions to choose from: Exception, Exception When Closed, and Emergency Exception. A more detailed explanation for each type of exception can be found here.
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Voice Prompts
Voice prompts designated for the queue are specified under the "Voice prompts" section. A prompt is a pre-recorded message played to the caller during a phone call.
Various prompts can be set up within the queue, categorized into six types: announcements, welcome, in queue, service closed, no agent available, and default overflow. Instructions on creating your own voice prompts can be found here.
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Announcement Prompt
Upon entering a queue, customers will be greeted with an announcement that cannot be interrupted. These prompts serve to provide callers with important information, such as recorded messages.
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Also, a queue can include menu choices. For instance, callers can be directed to a callback by pressing a designated key. Instructions on configuring In-Queue IVRs can be found here and creating a new IVR menu can be found here.
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Call Overflows
Call Overflows refer to the process where incoming calls are redirected or transferred from a service queue under specific conditions, such as when the queue is closed or when there are no available agents to handle the call. This redirection can be configured to overflow calls to different targets, play prompts, or take specific actions based on predefined settings and criteria. Instructions on how to add overflow rules can be found here.
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Callback Service
The Callback service enables customers to submit a callback request. More detailed instructions can be found here.
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