![]() ![]() We call this functionality the “Barge in” feature. This overrides the call and diverts it to the manager. In case an agent is making a mess of a conversation the manager can choose to take the conversation. This allows the manager to coach the agent and ensure that the agent is saying the right things and directs the conversation into a particular path. There’s also a whisper functionality, which enables the manager to whisper into the ear of the agent without the caller knowing. The listen in functionality allows a manager to passively listen in to the conversation without the agent or the caller knowing. More and more people are working location independently and 3CX allows mobile/location independent users to be spread all over and still operate as a single cohesive unit.įor example if it’s there’s someone on their first couple of weeks on the job and you want to see what they’re saying to customers and coach them along the way then you can choose to use the listen in functionality. If this person is engaged the call can go to someone who is not quite as fluent, and if that person is engaged as well then the call can go to an agent that only speaks English or alternatively the call can go to a holding queue. Maybe the caller is Japanese – you’ll want the calls to first go to a person that is fluent in the Japanese language. You want to connect the caller with someone who speaks their language. If for example you’re running an inbound call centre with multiple language options it can be difficult to allocate the right agents to the right caller. If you’ve got an inbound call centre and you’ve got multiple language options and then you’ve got a staff member who it’s probably speaks. One example that Nick gives in the video is about an inbound call centre. This makes the system easy to understand and simple to apply. You allocate a 1 to 5 rating for each user, 5 being the best rating, and 1 being the worst. The skill based routing system is surprisingly easy to administer. Whereas Ring Group doesn’t require the user to be signed in, it will work nevertheless.With skill based routing you can set an order of routing for users based on a particular skill set or area of expertise. It is important for Call Queue function to work that the user is signed in, it will not work if he is not online on the system. If no one answers the call after a set of time, it can be routed to another destination. As long as one person is near a ringing phone, the call can be answered. An agent must be available when a call comes in, as it only rings one person.Ī Call Group would be used where it doesn’t matter who picks up the call, just that it is made available to everyone in the department or office. Probably used more in a situation where there is a high or steady call volume. A caller is added to a queue and is put on hold while the company or department is notified about the call, once someone is available they can take the call. “Agents” tab- click to “Add” the member extensions for this queue and move the extensions up or down to configure their priority.Ī Call Queue would be used where, you may wish to “spread the calls” evenly across a number of agents, or where there is a possibility that all agents are busy at times.“Click2Call / Click2Meet” – set a user-friendly URL to enable callers to easily request remote assistance.“Options”- select to announce a caller’s queue position and specify the prompts language for the queue.“Play Intro Prompt”- set a custom introduction prompt and choose whether to play this prompt before polling the agents.“Music on Hold” – use a custom on-hold audio file.This option also gets triggered if the caller presses the ‘*’ button, to give callers a queue exit option and leave a message. “Destination if no answer”- define the maximum queue waiting time and the action to perform if the call remains unanswered. If no agent is logged into the queue, this option gets triggered immediately.When an agent is a member of a queue he can login to a specific queue by selecting the queue from the switchboard and right clicking on his name allows the user to login or out a specific queue. Alternatively, you can assign an IVR menu option to the queue. Hello voglsafe To login to individual queues you need to use the 3CX client and make use of the switchboard. “Direct Inbound Dialling (DID)” – optionally assign one or more DIDs to the queue to route calls directly to the queue.for how long the phone keeps ringing before the call is considered unanswered by that agent. “Ring time”– the timeout in seconds, i.e.“Polling Strategy”– define how calls are distributed to agents:.Click“Add”, enter a name for the queue and select a virtual extension number.To add a Call Queue click on the “Call Queues” function in the 3CX Management Console and: ![]()
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