Overview
A Call Center Queue or a Queue is a destination for 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 Webform. In this article, you can have the Script or Webform displayed immediately when you have a call or just by viewing a Lead.
Contents:
Before You Begin
- Scripts are predefined pages that pop-up when a call connects with an Agent.
- To learn more about making your own Scripts, see Create a Script.
Configure Scripts or Webforms
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's Name or Settings in the Action gear-wheel drop-down to open the Queue Settings.
The Queue Settings page will open on the Main tab.
4.) Click the Scripts & Call Launch tab.
5.) Configure the Script & Call Launch settings:
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(A) Auto Call Launch Action:
Select the Action the system will do once an Inbound call comes in. - Use Campaign Settings: Refers to the settings on the Additional Configurations page in Campaign Settings.
- Disable: Prevents any action on Call Launch.
- Launch Script: Launch the Script when an Inbound call connects.
- Launch Webform: Launch the Webform when an Inbound call connects.
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(B) Web Form URL:
Enter the Webform URL. Only needed if Launch Webform is selected in Auto Call Launch Action. -
(C) Append Data To Webform Url:
Select the Adaptor to use for auto-filling Lead data to the Webform. Optional setting for when Launch Webform is selected in Auto Call Launch Action.- To learn about creating an Adaptor, see Adding, Editing, and Deleting Adaptors.
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(D) Script:
Select a Script from the drop-down. Only needed if Launch Script is selected in Auto Call Launch Action.
6.) Click the blue Apply Changes button.
Note: This article only covers setting a single Script or Webform. To learn about Dynamic Scripts, see Configure Dynamic Scripts in Queues.
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