Overview
The Inbound Call Confirmation allows Agents to confirm before they take an Inbound call. While the Call Notification window alerts them when a caller is in the Queue.
Together, these settings determine how Agents are notified of Inbound calls and what happens if they miss the call.
Contents
Configuring Call Confirmation and Call Notification 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's Name.
The Queue Settings page will open.
4.) Click the Call Routing tab.
5.) Scroll down to Inbound Call Alerts and configure your settings.
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(A) Call Confirmation:
In the Call Confirmation window, choose a specific time period for Agents to accept or reject Inbound Calls. If the Agent does not choose within the time period, the call will transfer to the next available Agent. If you do not want to give Agents an opportunity to reject calls, set this to Disable.
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(B) Force Not Ready Status:
Select Yes or No to determine whether Agents will be forced into a Not Ready Status if they fail to accept the call. This setting only appears when Call Confirmation is active. -
(C) Call Notification:
Select either Notification or Notification and Audio to determine whether Agents see a notification window when Callers are waiting in the Queue.
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(D) Call Notification Volume:
Select a number between 1 and 10 to determine the volume of the Notification tone. This setting only appears when Notification and Audio are selected in Call Notification.
6.) Click the Apply Changes button.