Versions Compared

Old Version 3

changes.mady.by.user Eric Ronhovde

Saved on

compared with

New Version 4

changes.mady.by.user Eric Ronhovde

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

...

...

...

...

...

...

...

...

...

...

...

...

...

...

Description:

Tip
iconfalse

This article will show you how to do the following:

  • Create a new Call Queue
Warning

Note: Only account Administrators are able to create/delete call queues. Managers are able to edit existing queues that they manage.

Methods:

Info
iconfalse
Expand
titleBasic Info
  1. Login to the Audian Portal.
  2. Click the 9 square button at the top right of the screen.
  3. Select the Call Center Pro application.

  4. Click the + New Queue button.

  5. In the Name field, enter the name for the new Queue.
  6. click the Call-in Number or Ext. drop-down box.

  7. Select either Select a spare number or Assign a New Extension.

    • Note: To Buy a new number, please contact our Support team at 611@audian.com.
  8. After selecting the Spare Number or Extension to be used, click Next.

...

Info
iconfalse
Expand
titleHold Treatment
Info
iconfalse

Here we will add actions to design a media loop that will play for callers who are waiting to connect.

  1. Click the + Action button.
  2. Select the desired option.
    Image Modified
  3. Multiple Actions can be set for a chain of events that a caller will hear while they are waiting for an agent.
    Image Modified
    • Announce Position: This action will announce the callers current position in the queue.
    • Announce Wait: This action will announce the estimated wait time based on call queue metrics.
    • Play Media File: Options for Media are the Custom uploaded files, the Default Hold music for the account, Silence, or a Stream URL.
    • Pause: This will introduce a pause for X# of seconds before moving on to the next action.
  4. Once all desired actions have been set, click Next.
Info
iconfalse
Expand
titleAgent Behavior
Info
iconfalse


Info
iconfalse
Expand
titleMember Management
Info
iconfalse

This is where you can manage the members/agents that are assigned to this specific Queue. The list of agents shown is determined by the available members added Here.

Image Added

  1. Select the users that are to be added to this Queue, set their access (Manage vs Agent), and then click the Assign to Queue button.
  2. To remove a user from this queue, select the users and then click the Remove Members button.
    Image Added
  3. After all agents have been assigned, click Next.