This guide provides detailed steps on creating a Queue for incoming calls. It explains how to add a new queue, set the timezone, create a schedule, define voice prompts, handle call overflows, and set up an in-queue IVR. The instructions include visuals and cover various aspects such as adding phone numbers, setting opening hours, choosing prompts, and creating overflow rules. Each step is clearly outlined with corresponding images to facilitate the setup process effectively.
Create a Queue
A new Queue can be added through the Queues section. In case the Queues section is not visible to you, it is recommended to reach out to the support team for assistance.
Click on New queue to get started
Enter the name and description
The queue name will be displayed across various tools such as VoiceHub, Mobile App, and Reporting.
The description serves as an additional information field exclusively visible in the VoiceHub.
Queue Timezones
All timetables related to the queue are applied based on the chosen timezone.
Settings
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.
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.
Click on the arrow and select a timetable
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.
List of Timetables are presented
A variety of global timetables are available for selection, including system-level schedules managed by Enreach. System-level timetables are recognizable by the cogwheel icon beside their name.
Adjustments to timetables
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”.
Exceptions
Exceptions are utilized to temporarily open and close service queues or manage specific actions such as prompts, transfers, and schedules within a queue.
Choosing your exception type
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.
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.
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.
Please note that there is no default prompt set for the announcement.
Setting the prompt
Clicking the arrow will reveal a dropdown menu. You have the option to pick a global prompt, which can also be defined, or a queue-specific prompt by selecting "Edit local prompt".
These local prompts won't show up in the “Voice prompts” section and are solely for that specific queue.
Choose a desired prompt
A list of global voice prompts are presented, where your preferred one can be selected. This includes system-level voice prompts, which are maintained by Enreach. They are recognizable by the cogwheel icon beside their name.
Welcome prompt
When a customer joins a queue, a welcome prompt is typically played. This prompt may be interrupted, for instance, by transferring the call to an agent. It's important to note that there is no predefined prompt for the welcome message.
In Queue prompt
The "In queue" prompt is typically played after the Welcome prompt and will be looped. It usually includes background music and occasional announcements. There is a system default music and prompt set up for this purpose.
Service Closed prompt
When a caller dials the queue, while the queue is closed, a “service closed” prompt is played. There is a system default prompt in place.
No Agents Available prompt
The prompt "No agents available" is triggered when the maximum waiting time in the queue has been exceeded. Please note that there is no default prompt in place.
Default Overflow prompt
The Default Overflow prompt is a pre-recorded message played in a queue when the maximum waiting time is exceeded. It serves as a notification to callers. There is no predefined prompt for this situation.
In-Queue IVR
IVR, or Interactive Voice Response, is a system that allows callers to select services by pressing specific digits, directing calls to destinations like queues, callbacks, or other IVR menus.
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 and creating a new IVR menu can be found here.
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.
Callback Service
The Callback service enables customers to submit a callback request. More detailed instructions can be found here.
