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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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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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