Queue Manage

The queue management feature in VoiceHub includes queues, IVR menus, voice prompts, timetables, and callbacks. These elements are organized into distinct sections located at the top of the page and they can all be edited. All the changes will be added to the audit log and available for the customer.

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To create, edit or remove your own queues you need to have either an admin (also known as supervisor) or a group manager account, which is available for purchase in the Voice Portal. A “Manage” button will be visible if you have made the purchase, which will allow you to manage your queues in VoiceHub. When you’ve created your queue all of the elements at the top of the page can be managed/viewed separately. The main page of your queues have multiple sections of items you can manage. All the elements currently in use in those sections will be displayed on that page, for example the prompts and potential overflow targets.

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The Settings section offers various options to efficiently manage your queue settings, such as setting the maximum alert time per agent. Each setting is accompanied by a detailed description.

You have the flexibility to input any allocated phone number to your queue based on your subscription type in the “Phone Number” section. Phone numbers can be easily replaced or deleted later if they are no longer required.

In the Service open section you have the option to include either local or global timetables, which will determine the queues opening hours. You can create your own timetables using the "Timetables" feature located at the top of the page, or use timetables that are managed by Enreach. The operating hours of your queue will be clearly displayed on the page, along with the timetable in use, making it easy to understand. Additionally, you are able to modify the opening hours, insert new rules, and eliminate any unnecessary ones. If needed, you also have the ability to remove the entire timetable.

The Exceptions section is for making exceptions to your timetable. This is most commonly used to close your queue during holidays, such as Christmas. The easiest way to use this is to match your rule with a system default timetable. These can be recognized by the cog wheel icon beside the timetables name. The caller will hear a voice prompt of your choice before being routed or disconnected from the call.

The Voice Prompts section is used for voice prompts that are played in the queue for the caller. Most of these categories have default prompts set by the system, and the currently active prompts are shown. If needed, you have the option to create custom prompts through the "Voice Prompts" feature located at the top of the screen. These custom voice prompts can be utilized across all your queues and support various audio formats like mp3 and wav, you can also use text-to-speech. You can listen to all prompts once they’ve been created.

The In-Queue section is similar to the IVR element located at the top of the screen. You have the flexibility to designate any queue, phone number, or another IVR menu as the target for the caller. Additionally, you can select a prompt to be played before directing the caller to the chosen destination. Similar to queues, IVR menus come with distinct settings that you can customize. You can also see the opening hours of the IVR, its prompts and the menu choices with targets.