Fusion 4 : Call Queuers Guide
The Call Queuer is a dispatcher, ie a number dispatching incoming calls to multiple
Queues or direct phone numbers, depending on:
- the current date and the holiday calendar defined in the Service Availability profile,
- the current time and the opening hours defined in the Service Availability profile,
- the (manual) status of the Call Queuer (Office, Holiday, Out-of-office, Lunch-time).
This service is not related to a group pickup.
Table of Content
Description of the behavior
- In case of holiday, out of office hours or lunch, a specific action can be executed
- Forward to a number (internal or external)
- Play a message
- Send the call to voicemail
- The automatic time check can be overruled by changing the status. This will force the "holiday-", "out of office hours-" or "lunch-" action, depending on the chosen status
- A welcome message can be played before ringing agents
- The call can stay in the queue for a configurable time
- 10 seconds
- 20 seconds
- 30 seconds
- 1 minute
- 2 minutes
- 5 minutes
- 10 minutes
- 15 minutes
- 30 minutes
- In case no agents are logged in, a fallback action will be executed
- Forward to a number (internal or external)
- Play a message
- Send the call to voicemail
- In case no one has answered after the timeout, a fallback action will be executed
- Forward to a number (internal or external)
- Play a message
- Send the call to voicemail
Admin short codes
Record Messages
Dial the following numbers and follow the procedure :
- Dial "##90*<extension>*x"
- Enter the pincode
- if a message is already recorded, you will listen the existing message
- A message will propose you to record a (new) message
- click on "5" to record the message
- At the end, hang-up your call or click on "#"
If you want to listen again your message go back to point (1)
Feature |
Code |
Pincode authentication |
Record welcome/main message |
##90*<extension>*1 |
|
Record holiday message |
##90*<extension>*2 |
|
Record outside office hours message |
##90*<extension>*3 |
|
Record lunch message |
##90*<extension>*4 |
|
Record CallQueuer No answer message |
##90*<extension>*8 |
|
Record CallQueuer No agents |
##90*<extension>*9 |
|
Record Absent message |
##90*<extension>*0 |
|
Voice Mail
Consult voicemail other extension |
Consulter la messagerie d'une autre extension |
Voicemail andere extensie beluisteren |
##01<extension> |
|
Change Status
Change status other extension |
##77<extension> |
|
Missed Call
The call coming from the queues are not shown in the call history of a user in Connect Me. Connect Me show only direct call to his extension/direct number.
- A configurable message will be displayed on the phone of the agents when a call is received
- Callers will hear waiting music or a ringtone (configurable)
- The call can be distributed between the agents by using a specific strategy
- ringall: All the extensions ring at the same time.
- leastrecent: Call will be dispatched to the least recent used extensions
- fewestcalls: Call will be dispatched to the extensions who received the fewest calls
- random : Call will be dispatched randomly to an extension
- Agents can become part of the "Call Queuer"
- By changing their status (automatic log in/out) - This must be configured by your engineer
How to request the configuration of a new Call Queuer
Fill in the
CRS image and send it to your support point of contact or Project manager to configure it