Call Queuing Setup

Long wait times mean abandoned calls, lowered customer satisfaction and ultimately lost business. Call Queuing is perfect for busy front office or receptionist functions where incoming calls are directed to a pilot number. Using the CloudPBX you can set the position in the queue announcement frequencies, maximum number of callers in queue and a variety of time out values.

Go one step further and link CloudPBX Auto Attendant to your advertised number to easily direct calls to sales, support or the finance group for example, providing a feature to your callers normally only available to large call centres.

If for whatever reason your agents are unable to answer the calls, you can redirect to a call forwarding, simultaneous ring or even just prompt to leave a voicemail message.

QUICK GUIDE

1. Log into https://portal.kiwivoip.co.nz > select the number you want to use Call Queuing with.
2. Select Cloud PBX > Inbound Calls > Call Queuing
3. Click Call Queuing to Enabled.
4. Select agents to be connected to call.
5. Click Save settings to update.

SETTINGS

• Maximum Queue Length: Maximum number of callers allowed in the queue at any time (0 means unlimited).
• Agent Timeout: How many seconds to let the agent phone ring before it is considered a timeout.
• Retry timer: How many seconds to wait before retrying an agent again.
• Wrap-up Time: How many seconds after a successful call to wait before allowing an incoming call to that agent.
• Queue Position Announcement: How often in seconds to announce queue position and/or estimated hold-time to caller (Specify 0 to turn these announcements off).
• Periodic Announcement Frequency: How often to play the ‘Thank you for holding’ message (Specify 0 to turn these announcements off).
• Queue Timeout: How many seconds can a caller be left in the queue (0 for no time limit). After the queue times out, the call will fail over in the following order – Call Forward, Simultaneous Ring and finally VoiceMail ensuring the Queue is always responded to if not by an Agent directly.
• Queue Identifier: Text displayed in front of the Caller ID information when the call is delivered to an agent via this queue.
• Estimated hold time: YES/NO advise caller the estimated hold time in queue.
• Hold-time agent advice: YES/NO advise agent the hold-time of the caller to the agent before connecting the call.