Configuring Calls to Route to a Queue Calls enter a queue when routed to the queue by an extension. This is done by configuring a system extension (Phone System > Extensions) with the queue as it’s finally route. This as know as creating a queue extension. Please, note that model 9202E IP phones are not compatible with call Queues or Automatic Call Distribution, because they do not have any programmable function keys. Call queues and ACD will work with 9204G model IP phones and higher, although we recommend utilizing the 9212L for call queueing and ACD. Next, configure the system to direct inbound calls to the queue:
A. Route outside lines directly to the queue extension you created
B. Route calls to an Auto Attendant that has a menu shortcut that sends calls to queue extension when caller chooses an option.
See System Extensions and Ring groups for more information
http://www.bestdealaw.com/kb_results.asp?ID=47
See Configuring an Auto Attendant for more information
http://www.bestdealaw.com/kb_results.asp?ID=64
Example 1: Call Routing To Auto Attendant and Then Call Queue
Inbound calls come into an Auto Attendant. The Auto Attendant custom greeting includes: “For Customer Support, press 2.” After pressing 2, the caller hears the queue greeting and is placed in the queue.
Configuration:
1. Define the call route of the outside line to direct calls to the Auto Attendant.
2. Create a Customer Support system extension. Define the call route to immediately transfer calls to the Customer Support queue.
3. Record an Auto Attendant custom greeting that instructs the callers to press 2 to reach Customer Support.
4. Configure the Auto Attendant menu shortcut for digit 2 to transfer calls to the Customer Support system extension.
Example 2: Call Routing Directly to Call Queue
Inbound calls are directly placed into the queue.
Configuration:
1. Create a Customer Support system extension. Define the call route to immediately transfer calls to the Customer Support Call Queue.
2. Define the call route of the outside line to direct calls to the Customer Support system extension.
Managing Custom Queue Message Content
The system provides default greeting and periodic status messages to callers for all queues. These messages can be customized by recording new messages directly into the system or by transferring audio files to the server. The instructions can be found on the Admin page, by clicking on the manage link near the top of the Phone System / Call Queues page.
Follow these steps to record a new greeting:
Software Version 7.5 and newer
See: Message Center greetings
1. Dial the message center (404) or press messages button twice.
2. Enter your extension, if asked, and pin
3. Press 9 to manage greetings
4. Listen to prompt to manage call queues
Software Version 7.4 and earlier
1. Dial an Auto Attendant extension (431-439). You will hear the Auto Attendant greeting.
Note: If the system is configured for Dual Language Support, the new queue greetings and messages will be associated with the current language of the Auto Attendant. To record greetings and messages for an alternate language, dial ‘##’ to switch languages before proceeding to the next step.
2. Dial # and 9.
3. After the beep, enter the Admin password.
4. Dial 4 to choose Manage Call Queues.
Dial:
1 Day Mode Greeting
2 Night Mode Greeting
3 Custom Message
4 Manage Call Queues
# Return to Main Menu
* Replay options
5. Enter the number of the Call Queue to manage (0 through 9).
6. Dial (1) for greeting message or (2) for status message to record/manage.
Dial:
1 Manage Call Queue Greeting
2 Manage Call Queue Status Message
# Return to Main Menu
* Replay options
7. Dial 2 to start recording. Begin speaking after the beep. Dial # when you are finished. Then, select from the following options:
Dial:
1 Save Greeting
2 Change Greeting
3 Review Greeting
# Cancel the changes
* Replay the options
For more detailed information on Queues and ACD, see the Allworx Queuing and Automated Call Distribution Guide
ACD, Call Queue, Call Queue Greetings
A. Route outside lines directly to the queue extension you created
B. Route calls to an Auto Attendant that has a menu shortcut that sends calls to queue extension when caller chooses an option.
See System Extensions and Ring groups for more information
http://www.bestdealaw.com/kb_results.asp?ID=47
See Configuring an Auto Attendant for more information
http://www.bestdealaw.com/kb_results.asp?ID=64
Example 1: Call Routing To Auto Attendant and Then Call Queue
Inbound calls come into an Auto Attendant. The Auto Attendant custom greeting includes: “For Customer Support, press 2.” After pressing 2, the caller hears the queue greeting and is placed in the queue.
Configuration:
1. Define the call route of the outside line to direct calls to the Auto Attendant.
2. Create a Customer Support system extension. Define the call route to immediately transfer calls to the Customer Support queue.
3. Record an Auto Attendant custom greeting that instructs the callers to press 2 to reach Customer Support.
4. Configure the Auto Attendant menu shortcut for digit 2 to transfer calls to the Customer Support system extension.
Example 2: Call Routing Directly to Call Queue
Inbound calls are directly placed into the queue.
Configuration:
1. Create a Customer Support system extension. Define the call route to immediately transfer calls to the Customer Support Call Queue.
2. Define the call route of the outside line to direct calls to the Customer Support system extension.
Managing Custom Queue Message Content
The system provides default greeting and periodic status messages to callers for all queues. These messages can be customized by recording new messages directly into the system or by transferring audio files to the server. The instructions can be found on the Admin page, by clicking on the manage link near the top of the Phone System / Call Queues page.
Follow these steps to record a new greeting:
Software Version 7.5 and newer
See: Message Center greetings
1. Dial the message center (404) or press messages button twice.
2. Enter your extension, if asked, and pin
3. Press 9 to manage greetings
4. Listen to prompt to manage call queues
Software Version 7.4 and earlier
1. Dial an Auto Attendant extension (431-439). You will hear the Auto Attendant greeting.
Note: If the system is configured for Dual Language Support, the new queue greetings and messages will be associated with the current language of the Auto Attendant. To record greetings and messages for an alternate language, dial ‘##’ to switch languages before proceeding to the next step.
2. Dial # and 9.
3. After the beep, enter the Admin password.
4. Dial 4 to choose Manage Call Queues.
Dial:
1 Day Mode Greeting
2 Night Mode Greeting
3 Custom Message
4 Manage Call Queues
# Return to Main Menu
* Replay options
5. Enter the number of the Call Queue to manage (0 through 9).
6. Dial (1) for greeting message or (2) for status message to record/manage.
Dial:
1 Manage Call Queue Greeting
2 Manage Call Queue Status Message
# Return to Main Menu
* Replay options
7. Dial 2 to start recording. Begin speaking after the beep. Dial # when you are finished. Then, select from the following options:
Dial:
1 Save Greeting
2 Change Greeting
3 Review Greeting
# Cancel the changes
* Replay the options
For more detailed information on Queues and ACD, see the Allworx Queuing and Automated Call Distribution Guide
ACD, Call Queue, Call Queue Greetings