3cx call queue9/16/2023 ![]() ![]() We call this functionality the “Barge in” feature. If the agent answers the phone, the PBX answer (with SIP 200 OK) to the caller and bridge the calls. When an agent is available, the PBX call the agent. This overrides the call and diverts it to the manager. Because the PBX could send a Ringing to the caller (example SIP Ringing if it is a SIP Phone). 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. calls to a sales number are routed to a call queue, where callers are kept in the queue until the next sales person is available to respond. There’s also a whisper functionality, which enables the manager to whisper into the ear of the agent without the caller knowing. Call Queues enable calls to be queued, instead of them going unanswered, whilst agents are on a call, e.g. Click +Add and enter a name for your queue, e.g. The listen in functionality allows a manager to passively listen in to the conversation without the agent or the caller knowing. In the 3CX Management Console, click Call Queues in the left menu bar. ![]() 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. For each individual queue that a manager may oversee, there are 4 different. As a manager, getting live information about your call queues is vital in. Right-click on the parked call and select Unpark. 3CX Call Center: A Guide for Queue Managers Instant insights with the live panel view. To recover the parked call, users must: Access the Switchboard section from the web client. Extensions in the group will be able to view the parked call. This makes the system easy to understand and simple to apply. After answering the call, access the switchboard section of the web client. 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. White: Callers waiting for an acceptable amount of time.With skill based routing you can set an order of routing for users based on a particular skill set or area of expertise.Yellow: Callers waiting longer than desired.You configure grouping of calls into 3 groups: how long the caller has been in the phone system (the actual amount of time the caller has been trying to speak to the correct person).How long the caller has been waiting in the current queue. ![]() This view displays a list of all the callers waiting in the selected queues, grouped by the amount of time the caller has been waiting. In addition, you can change the agent’s presence status, log them in/out of queues, initiate a call to an agent, or drop a call right within the wallboard display. Actions include invoking commands: Whisper, Barge, and Listen. In addition to displaying the state of agents, you can also interact with agents using context-aware popup menus. The wallboard separates agents into 5 columns: This view displays a list of all the agents assigned to a filtered list of queues. Then, what they can do is, each agent individually send an SMS to. Install now to monitor your calls, queues, agents and 3CX performance with live feeds, notifications and statistics from any device. The closest thing to achieving this is to configure all Queue Agents/Extensions to be able to initial SMS using the SMS Number that inbound is routed to the Queue. This wallboard provides two different real-time views into the activity of your call center. NickD3CX said: Hi This currently is not possible, that a Queue be set as the 'initiator' of an SMS conversation. ![]()
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