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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:

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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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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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titleMember Management


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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.

  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.
  3. After all agents have been assigned, click Next.




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Expand
titleReview and Confirm


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Image Added

  1. The Final step of creating a queue is to review all settings and click Create Queue. Update Queue will be shown after a Queue has been created and edited.
  2. To edit any step, click the link on the left OR click the Edit icon next to the name of each section.