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Description:

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Warning

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

Methods:

Info
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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.


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Info
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Expand
titleHold Treatment


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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.



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Expand
titleAgent Behavior


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This is where we will configure actions depending on agents behavior and status.

  1. Agent Connect Timeout: This setting adjusts how long a call will ring an agent it is offered to before timing out.
  2. Force Away on Rejected/Missed: This setting will auto switch an agent that misses or rejects a call to Away so that they are not offered more calls.
  3. Allow Agent Recovery Time: This setting will allow agents an set amount of Recovery time before the next call is offered.
  4. Allow Recover Time Extension: This setting will provide agents with an option to Extend Recovery Time by the amount of time set.
  5. Allow Multiple Extensions: This setting will allow the agent to use an indefinite number of Recovery Time Extensions.



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