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.

callqueuer.jpg

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 :
  1. Dial "##90*<extension>*x"
  2. Enter the pincode
    • if a message is already recorded, you will listen the existing message
  3. A message will propose you to record a (new) message
    • click on "5" to record the message
  4. 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 DONE
Record holiday message ##90*<extension>*2 DONE
Record outside office hours message ##90*<extension>*3 DONE
Record lunch message ##90*<extension>*4 DONE
Record CallQueuer No answer message ##90*<extension>*8 DONE
Record CallQueuer No agents ##90*<extension>*9 DONE
Record Absent message ##90*<extension>*0 DONE

Voice Mail

Consult voicemail other extension Consulter la messagerie d'une autre extension Voicemail andere extensie beluisteren ##01<extension> DONE

Change Status

Change status other extension ##77<extension> DONE

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.

Remarks

  • 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
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