Overview
A Call Center Queue or a Queue is a destination for Inbound calls. Inbound calls go through Queues before going to Agents. The Campaigns manage Queues and can be assigned to Agents and Inbound Numbers.
There are After Hours settings in the Call Center Queues to handle calls outside your business hours. Here, we will discuss your Queue options for after-hours calls.
Contents:
Edit Queue After Hours Settings
1.) Click the Call Center main menu.
2.) Click the Call Center Queues menu option.
The Show Queues page will open.
3.) Click the Queue Name or select settings in the Action gearwheel drop-down.
The Queue Settings page will open on the Main tab.
4.) Click the After Hours Settings tab.
5.) Configure the following:
- (A) Time Zone: Select your local time zone in the drop-down.
- (B) Business Hours: Select the Call Time for the Inbound Line in the drop-down.
-
(C) After Hours Action: Select how you want the system to route After Hours calls.
- Announcements: Plays a pre-recorded audio file.
-
Call Center Queues: Routes to any of your Call Center Queues.
-
Callback: Routes to a Callback which has a destination of its own.
-
Conferences: Routes to one of your PBX Conferences.
-
Conversational AI: Routes to a Virtual Agent.
-
Directory: Routes the call to a User Directory.
-
Extensions: Routes the call to a specific Agent's extension.
-
External Numbers: Routes the call to an external number.
-
IVA (Virtual Agent): Routes the call to a Voso.ai Campaign.
-
IVR: Routes the call to an IVR.
-
PBX Queues: Routes the call to one of your PBX Queues.
- Play Message & Hangup: Plays an audio file and ends the call.
-
Queues Priority: Routes call to one of your PBX Queues Priorities.
-
Ring Groups: Routes to one of your Ring Groups. Which are used to ring multiple Extensions simultaneously or in sequence.
-
Terminate Call: Ends the call as Busy, Congestion, or Hangup.
-
Time Conditions: Routes to one of your Time Conditions.
-
Voicemail: Routes to a specific Agent's Voicemail box.
-
(D) Message & Hangup: Select the Audio the system will play before hanging up.
- This setting is only visible when Play Message & Hangup is selected in After Hours Action.
6.) Click the Apply Changes button.
Please vote on this article!
👇