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Cloud Call Center

Call Center Queues


Once a Queue is created click the name of the queue to edit it.
Once in edit mode, at the top right you can view, stop, start,
restart and save the queue as well as make changes.

Call Center Agents Field


Agent Name: Name of the agent. When adding agents to the Call Center, this is what you will see to describe the agent
Type: 2 types supported, callback and uuid-standby. callback will try to reach the agent via the contact fields value. uuid-standby will try to directly bridge the call using the agent uuid
Call Timeout: Time to ring the agent before deeming them unavailable
Username: Associate a system user with this call center agent
Agent ID: An ID that can be used to log the agent in and out of the call center
Agent Password: A password to log the agent into the call center. This is not used if you have added agent_authorized=true to the dialplan for *22
Contact: A dropdown to select which extension should be used to contact the agent
Status: The default status that the agent in the call center
No Answer Delay Time: The time the system will wait to attempt a call to the agent again if they did not answer within the Call Timeout
Max No Answer: Max attempts to call the agent. For example, when set to 1, if the agent does not answer within the first Call Timeout, they will not get another chance to answer the call. If set to 2, the agent will have two attempts to answer the call
Wrap Up Time: The amount of time between calls the agent will be allocated
Reject Delay Time: If an agent rejects a call manually then this is the time to wait before a call is offered to them
Busy Delay Time: If the agent is on Do Not Disturb, wait this defined time before trying him again

Call Center Agents

From Apps > Call Center click Agents at the top right to access Call Center Agents

Click the Add button on the top right to add agents (make sure to set Agent ID!)

Set the Agent Password, or add agent_authorized=true to the dialplan for *22 if you do not want to require a PIN to log in

If you want to enable Follow Me or Call Forwarding for an Agent, set the contact string to loopback/

Call Center Strategies


 


Agent With Least Talk Time: Rings the Agent will ring that has the least time talking.
Agent With Fewest Calls: Agent will ring that has the least calls.
Longest Idle Agent: The agent will ring who idles the longest depending on their tier level.
Ring All: All agents ring simultaneously.
Random: Rings Agents will ring randomly in not particular order.
Ring Progressively: Agents will ring the same as top-down and will progress until each agent ends up ringing.
Round Robin: Will ring the next agent available in line.
Sequentially By Agent Order: Agents will ring in a sequence by the tier and the tiers order.
Top Down: Agent rings in order starting from one.

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Features list

  • Music On Hold

  • Recording

  • Caller ID Setup

  • Pre-built websites

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