A Call Center Queue or a Queue is a destination for any type of inbound calls.
Inbound calls go through Queues before going to agents.
When new calls come in for your agents, you may wish to add a script or web form. In this article, you can have the script or web form display immediately when you have a call or just by viewing a lead.
From the Dashboard, click on Call Center and select Call Center Queues from the drop down.
In the Show Queues Section, click on the Action Button of the Queue, and select Settings from the drop down.
Go to the Call Routing Tab.
Configure the following:
- Auto Call Launch Action: Select the Action the system will do once an Inbound call comes in.
- Use Campaign Settings
- Launch Script
- Launch Webform
- Web Form URL: If in Auto Call Launch Action Launch Webform is selected, put in the URL for the Webform
- Append Data To Webform Url: If in Auto Call Launch Action Launch Webform is selected, select the Adaptor if there’s any, to Auto Fill Leads Information to the Webform.
- Script: If in Auto Call Launch Action Launch Script is selected,
On the Dynamic Scripts section, click on Add Row to add an entry.
Select the Advanced Lead filter that you want to use and the script that you want to display. (From the sample below, the Advanced lead Filter is to filter all phone numbers on Pacific Time Zone and will display the Sample Script.)
(Note: You can add more entries as you want and you can click on Remove to delete an entry.)
Once done, scroll down and click on Apply Changes.
Click on Apply Changes.