Working with Telephony
Call Queue
Maximum Waiting Time in the Queue: This indicates the maximum waiting time in the queue for an incoming call. You can choose between 2-25 minutes as the maximum waiting time for a caller. Once the set time is exceeded, the user will be routed to a message stating the agents are busy.
Music while Waiting: This music will be played to the caller while they are waiting in the caller queue. You can either add a custom music of your preference or choose the default music available here. Custom music can be uploaded in either of the following formats:
- Audio URL – A URL containing a .wav file must be added.
- Audio file – An audio file in .wav format must be added.
Call Queue is not enabled by default. You must enable the feature for the configured number. - Go to Settings (
)> Channels > Phone.
- In the Incoming Call Routing tab, click the Edit icon of the number for which you want to configure call queue.
- Select the Call Queue checkbox.
- Enter the maximum number of callers you want to have in the call queue.
- Enter the maximum waiting time for the callers in the call queue.
- Choose the music you want to play for callers during the wait time.
- Choose the announcement to be played at regular intervals in the call queue.
- Click Save.
Call Transfer
- Click the '+' icon in the call pop-up.
- Select the agent to whom you want to transfer this call.
- The customer's call is put on hold and a call is initiated to the second agent.
- Once that agent attends the call, you can inform the second agent about the customer's requirement. And then, click the Transfer button.
Your call pop-up automatically closes and the call ends. The customer will now be interacting with the second agent to whom the call is transferred to.
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