![]() Unless your call queue is staffed 24/7, we recommend assigning the phone number to an auto attendant that redirects to the call queue during business hours. You can assign a phone number to a call queue, however call queues do not provide separate call routing for off hours and holidays. Agents can be members of more than one queue if they're multi-lingual.įor each call queue, you can specify if agents in the queue can opt out of taking calls and if calls should be routed to them based on their presence indication in Teams. You can use different call queues if you do business in multiple languages. Like auto attendants, call queues each have a language setting. Calls can be routed to specific people, voicemail, other call queues, or auto attendants. However, call queues can be used for any situation where the number of calls exceeds your internal capacity, such as a receptionist in a busy facility.Ĭall queues allow for specific routing of calls in cases where the total number of callers in the queue or the wait time exceeds the limits that you specify. ![]() Call queues are commonly used for sales and service functions. Callers wait on hold while calls are routed to the agents in the queue. ![]() Call queuesĪ call queue is analogous to a waiting room in a physical building. (This is known as dial scope.)Ĭallers can reach an auto attendant either by direct phone number, if configured, or by being redirected from another auto attendant or a call queue. Within an auto attendant, you can specify who is available for the directory search by choosing groups of users to include or exclude. While you can configure operator calls to go to various destinations, the operator feature is designed to allow callers to talk to a specific person in your organization who can help them.Īuto attendants can be configured to allow callers to search your organization's directory, either by name or by extension number. If you do business in multiple languages or multiple parts of the world, you can create as many different auto attendants as you need to accommodate your callers.įor each auto attendant, you can configure an operator. Speech recognition accepts voice commands for hands-free navigation, but people calling in can also use the phone keypad to navigate menus.Įach auto attendant has a specific language and time zone. Menu prompts can be created by using text-to-speech (system-generated prompts) or by uploading a recorded audio file. Different call routing options can be specified for business hours, off hours, and holidays. Callers can be directed to specific people within your organization, to call queues where they wait to talk to the next available agent, or to voicemail. The primary purpose of an auto attendant is to direct a caller to an appropriate person or department based on the caller's input to the provided menu options. Used together, auto attendants and call queues can easily route callers to the appropriate person or department in your organization. Callers are put on hold until an agent assigned to the queue is available to take their call. For situations where callers need to reach someone with a particular specialty-such as sales or service-rather than a specific person, you can use call queues to connect callers to the group of agents who can assist them. Menu options for an auto attendant-such as "For Sales, press 1-For Services press 2"-let an organization provide a series of choices that guide callers to their destination quickly, without relying on a human operator to handle incoming calls.Ĭall queues are waiting areas for callers. Auto attendants allow you to set up menu options to route calls based on caller input.
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