Step 1: Log In to the URL https://admin-lax.convoso.com/login using your Admin credentials.
Step 2: From the Dashboard, click on (A) “Callcenter” and select (B) “Call Center Queues” from the drop down.
Step 3: In Show Queues Section, click on the (A)Action Button, and select (B)Settings from the drop down.
Step 4: Click on (A) Call Routing and scroll down to "Inbound Call Confirmation" section
Step 5: Configure "Call Confirmation"
Here you can set the option to display a confirmation box before the call gets connected to the agent. If the agent did not respond within the specified time, the call will transfer to the next available agent.
*For example, you set the "Call Confirmation" as 20 sec. When there's an inbound call and the agent is ready, he will see a confirmation box first and he needs to accept the call with in 20 secs. see screenshot below.
Step 6: Configure "Call Notification"
This notification will alert agents about callers in queue with basic information such as name and phone number. This is often used to alert agents not ready or in-call.
The options are;
- No Notification - agent will not be notified if there's an inbound call
- Notification - agent will be notified that there's an inbound call and he needs place himself as "Available" to accept the call. Agent can also open leads information first by clicking Leads Icon before accepting the call.
- Notification and Audio - agent will be notified that there's an inbound call and he needs to be on "Available". Also the agent will hear a ringing tone which you can adjust the volume.
Step 7: Configure (A)"Force Not Ready Status" - You can force the agent to a Not Ready status, if they failed to accept the call. This option will only appear if you enable "Call Confirmation"
If you set "Force Not Ready Status" to Yes, you will need to select a (A)Not Ready Status for the agent. This will be the status of the agent if he fails to accept the call.
Step 8: Scroll down to the bottom and click on Apply Changes