Dialer Inbound Queue
The Smartflo portal allows you to manage the dialer inbound queue. Customers can now request a call back if they stay in a waiting queue for more than the pre-defined threshold time.
To create a dialer inbound queue, follow these steps:
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Click on the Services tab placed on the side navigation.
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Click Outbound Services and select Dialer Inbound Queue.
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A list of all the inbound queues appears along with the relevant details.
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Click on Add Inbound Queue on the top-right corner of the page.
Now, the below screen appears prompting you to fill in the required fields in the following settings as illustrated in the screenshot.
a. General Details
| Field | Description |
|---|---|
| Name | Name of the dialer inbound queue. |
| Description | Description of the dialer inbound queue. |
| Ring Strategy | When a customer calls the campaign's DID, there are several strategies through which calls can be distributed to agents. Random: Rings agents one by one in no particular sequence. Fewest Calls: Rings agent who has received the least number of calls. Longest Wait Time: Rings agent who has waited for the longest to take the call. |
| Queue Timeout (Seconds) | Enter the time (in seconds) for which the customer will stay on hold while waiting for their call to be answered. |
| Agent Ring Timeout | Enter the time for which the call will ring on each agent's extension before getting routed to the next available agent. |
| Music On Hold | Play a recording of music or speech when an incoming call is connecting to the agent. Note: In order to make a system recording to be used as music on hold, click Select an action dropdown button (next to that system recording) and click Mark Music on Hold File |
| Failover Destination | Destination to which a call gets forwarded if an agent is unavailable. |
| Failover Music | Music is to be played if no one picks up the call. Note:Leave blank for default message. |
| Sticky Agent | This feature allows customers to connect to the same agent with whom they have already connected in the past. |
| Sticky Time Format | Choose the format (either days or hours) by making a selection from the dropdown. |
| Sticky Time Period | Enter the time in either days or hours as per your selected sticky time format. |
| Repeat Alert Duration | Enter the time period (in days) per which the agent will view the repeat caller alert. |
| SMS Template(Incoming Call Received- Caller) | Choose the SMS template to be sent to the caller if the call is received. |
| SMS Template(Incoming Call Missed- Caller) | Choose the SMS template to be sent to the caller if the call is missed. |
| SMS Template(Incoming Call Missed- Agent) | Choose the SMS template to be sent to the agent if the call is missed. |
b. Agent Selection
| Field | Description |
|---|---|
| Agent | Choose the agent/s to whom you would like to route the customer's call waiting in the inbound queue. |
| Agents Priority | Set the priority of agents for incoming calls. (30 - highest to 1 - lowest) |
c. Reporting Setting
| Field | Description |
|---|---|
| SLA Duration (In Seconds) | Enter the time in seconds, which will be used to identify if the call was connected to the agent within the specified SLA or outside of it. |
d. Callback Setting
| Field | Description |
|---|---|
| Threshold Time (In Seconds) | Enter the time in seconds after which the callback can be activated. |
| Callback DTMF(0-9) | Enter the number between 0 and to 9 for enabling queue callback. |
| Threshold Recording | Select the recording to be played to the customer after the callback threshold is reached. |
| Call Hangup Recording | Select the recording to be played to the customer on hangup after activating the callback. |
- Click Save.
Click on the Select an Action button to Edit and Delete an inbound queue.
Updated over 1 year ago