The queues and call groups embody the Phonalisa call centre functions. Depending on the Phonalisa version size you choose, you have either call groups or queues to choose from (or both in the larger versions).
Here we show you the different functions and what you can use queues and call groups for.
- Connection of home office colleagues (queues only)
- Hotlines and Shops
- Emergency call centers
Queue Functions (Abstract)
- Individual greeting
- Call forwarding when busy and Empty
- Call Distribution Strategies
- Levels and positions for the agents
- External Agenten
- Freely definable waiting times
Functions of the call group (short version)
- Call diversion when busy, Timeout and Night answer
- Individual music on hold
- Call distribution via Ring delay
The Phonalisa Queues
- Give your queues individual names, these can also be changed after the event.
- You can reach the queue via the stored phone number.
- The CID-prefix is used for visual display on your telephone display.
- Also a greeting can be deposited, so the callers know immediately on which queue they are calling..
- You can store a different music on hold track list for each queue – just the way you like it.
The following strategies are available
- Descending: Agents are called according to their selected level.
- Agent with the shortest call duration: The agent with the shortest calls is called.
- Agent with the fewest calls: The agent who made the least calls is called.
- Everybody rings: All agents logged into the queue are ringing simultaneously.
- In line of the agent list: Selects the agents in the order they were created, starting with the first one
- Longest free agent: The agent who has not made any calls for the longest time is called.
- Round Robin: All agent phones ring one after the other
- Random: random selection of agents
Redirecting Queue Calls
- The calls can be forwarded in the case “Timeout” and in the case “Empty“.
The following destinations can be stored:
- one user
- one group
- one Answering Machine of a user with announcement
- one Voice Menu
- one Call Group
- one Queue or
- a manual destination e.g. an external phone number or mobile phone number
Phonalisa offers 2 types of Agents: Static and Dynamic
A static agent has a fixed affiliation to one or more queues and cannot log in or out of these at will.
Dynamic agents can log in and log out of a queue using a function code.
- You can divide the agents into different levels and positions, which will then be used to serve the selected strategy.
- How long a call rings on the agent’s phone is determined by the ringing time. After the ringing time has elapsed, the call switches to the next agent (depending on the strategy).
External agents are agents registered in the Phonalisa telephone system with their mobile phone number or home office number.
For example, colleagues in another location or home office employees can be logged into a queue as external agents – without being physically present.
The advantage of using external agents is the increased range of availability of a queue.
- Of course, the level, the position and the ring delay can also be entered for external agents.
Advanced Queue Settings
The maximum waiting time refers to the time a caller waits before the Timeout takes effect. If the time is exceeded, the call either goes to the destination of the timeout call forwarding or the call goes to the central drop point in the system (if configured) or it is terminated.
- You can also define how long a caller waits – even if no agent is available.
- Also the waiting time if no agent is logged in can be entered. The queue is then “Empty” in this case.
- The extended settings also offer a lot of additional functions and setting options for level distribution and caller positions.
Agent monitor for call distribution
- All incoming queue calls at a glance
- Overview of the status of all agents (free, ringing, busy, offline)
- Use “drag&drop” to distribute calls to free agents
- dynamic agents can be logged in and out afterwards
- If overload is imminent, the administrator can intervene and distribute even more agents to the queues.