Configuring a call queue
Set up call queue logic to manage incoming calls in a smart way.
To configure a new call queue, navigate to Call Queues and select + Add.
Provide a title for a call queue, for example, “Support line” and select the phone numbers. All incoming calls to these numbers will be placed in a queue.
- Specify Operators — Inperium users who will be in charge of the incoming calls.
- Choose how the calls should be distributed:
|Simultaneous||All operators who aren’t on a call now receive a call at the same time. The first one to pick up the phone will talk to a client.|
|Sequential||In this case, operators have a strict order in which they handle calls. An incoming call always goes to operator A first. If they don’t answer or are busy, then the call goes to operator B. The operator’s order is defined in the Operators section.|
|Rotating||The calls are forwarded to operators not in a specific order but rather to ensure the workload is distributed evenly.|
|Longest idle||The call goes first to an operator who has been idle for the longest since their last call. For example, the call will go to operator B who was on a call 10 minutes ago instead of operator A who finished a call just two minutes ago.|
- Set up Wrap up time in seconds. It’s a short break an operator can take before answering the next call.
- Specify the business hours as operating 24/7 or configure a schedule. For a set hours schedule, pick a time zone and then toggle the days of the week you want the call queue to operate. For each day, specify the operating hours.
- Limit the number of calls in a queue — set the value in a Max queue. If the number of pending callers reaches the limit, anyone else calling your company phone number will hear a busy tone.
- Set the maximum waiting time in seconds in the Queue timeout. If operators are still busy and cannot answer a call, the caller will hear the Queue timeout audio and then the call will end.
- You can enable your customers to request a call back instead of making them for their turn on a line. Set the Call back toggle to On and specify a shortcode in the Call back digit. In due time, both an operator and a client will receive a call.
- Choose the Audio prompt voice. Inperium will use this voice to vocalize the texts.
- In the Greeting section, enter the introduction text such as “Hi, thanks for contacting us”.
- In the Waiting for operator section, enter the text informing callers that all operators are currently busy and will get back to them in a few seconds.
- Specify the audio file to be played during waiting. You can upload music to the audio library, record or generate speech.
- In the Queue timeout section, provide a text explaining that the call is about to finish.
- In the Call back suggestion and Call back confirmation sections, provide texts that advise clients to request a callback instead of waiting on for an operator to reply.
- Provide a text the clients will hear in case they call during Non-operating hours.