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Handbuch Supervisor - Manage Queued Calls

Manage Queued Calls

Call Center allows you to manage queued calls in the selected call centers (up to five) and to monitor calls in real time. You use the Queued Calls pane to manage queued calls
under your supervision.

Section Queued Calls Pane describes the Queued Calls pane. The rest of this section describes the operations you perform to manage queued calls:

  • Select Call Centers to Monitor
  • Show or Hide Call Center Panels
  • View Queued Calls
  • Group Queued Calls
  • Order Queued Calls
  • Monitor Next Call
  • Enable Night Service Override or Forced Forwarding
  • Retrieve Call from Queue
  • Promote Call in Queue
  • Transfer Call to Another Queue
  • Transfer Call to Top of Queue
  • Transfer Call from Queue to Agent
  • Transfer Call to Ad Hoc Number
  • Change Position of Call in Queue

Queued Calls Pane

You use the Queued Calls pane to manage queued calls. The Queued Calls pane displays the monitored call centers and lists the calls queued in each call center. For information about selecting call centers to monitor, see section Select Call Centers to Monitor.

Each call center is displayed in a separate panel. The panel’s header provides the following information and controls:

  • Call center name – The name of the call center.
  • Call center number – The primary phone number of the call center.

    Figure 60 Queued Calls Pane
  • Service Mode button – This identifies the service mode of the supervised call center. Clicking the button launches the Edit Queued Calls Favorites dialog box and allows you to activate Night Service Override or Forced Forwarding. The call center can be in one if the following service modes:
  • Night Service – The call center is processing calls according to the Night Service schedule and policy.
  • Night Service Override – The call center has been manually forced to follow the Night Service policy.

NOTE: The Night Service or Night Service Override mode appears only if the Night Service policy is triggered. It is triggered either by the Night Service schedule or by a manual override, and if the action to apply to incoming calls is set by a Placetel UC-One administrator to either Perform busy treatment or Transfer to phone number/SIP-URI. Setting the action to “None” acts as if the Night Service policy was not triggered, and as a result, the Night Service/Night Service Override mode is not displayed.

  • Holiday Service – Holiday Service is not available but will be in a future release

NOTE: The Holiday Service mode appears only if the Holiday Service policy is triggered and if the action to apply to incoming calls is set by a Placetel UC-One administrator to either Perform
busy treatment or Transfer to phone number/SIP-URI. Setting the action to “None” acts as if the Holiday Service policy was not triggered, and as a result, the Holiday Service mode is not
displayed.

  • Force Forwarding – All calls to this call center are forwarded to a specified destination.
  • Normal – Call center is in normal mode of operation; none of the above modes is enabled.
  • Message Waiting icon – This icon is displayed if there is one or more outstanding voice messages left in the call center’s voice mailbox. This icon performs the role of a message waiting indicator for the call center.
  • Ratio of visible calls to display limit – This is the number of calls in the queue that are currently displayed against the maximum number of calls that can be displayed for a queue.
  • Ratio of queued calls to queue length – This is the number of calls in queue against the queue length that is displayed.

When you expand the panel for a call center, the list of calls queued in that call center appears.

By default, calls are listed according to their position in the queue, with the oldest call first. They can be grouped by the priority bucket. For more information, see section 9.6 Group
Queued Calls.

The following information is provided for each call:

  • Call Status icon – A graphic representation of the state of the queued call:
    • Waiting – The call is queued, waiting to be answered.
    • Announcement – An entrance announcement or music is being played to the caller.
    • Reordered – The position of the call in the queue has been changed.
    • Bounced – The call has been bounced.
  • Caller’s identity – The name (if available) and the phone number of the calling party.
  • Call time – The total call time, including the time in the current queue (in parentheses).

Clicking a call expands the call to show additional data:

  • Priority – The priority bucket of the call.
  • Position – The position of the call in the queue.
  • Destination – The name (if available) and the phone number of the call center (or DNIS, when applicable) that was called.

When the call is expanded, the action buttons for actions that can be performed on the call appear. For the list of action buttons available in Call Center, see section Call Action Buttons.

Select Call Centers to Monitor

You can select up to five call centers to monitor. You view the monitored call centers in the Queued Calls pane.

To select call centers to monitor:

  1. In the Queued Calls pane, click Options and select the Edit Call Center Dialog option.
    Figure 61 Queued Calls – Options – Edit Queue Favorite Dialogue

The Edit Queue Favorites dialog box appears.

Figure 62 Edit Call Centers Box
  1. Select the Monitor check boxes in the rows of the call centers to monitor.
  2. Click Save.

NOTE: Clicking the Close button in a call center panel in the Queued Calls pane, closes the panel but does not stop monitoring the call center.

To stop monitoring a call center, deselect the Monitor check box for the call center in the Edit Call Centers dialog box.

For information about showing or hiding a call center in the Queued Calls pane, see section Show or Hide Call Center Panels.

Modify Number of Calls to Display

For each Call Center you can modify the maximum number of calls that can be displayed in each priority bucket. The total number of calls to display for a call center cannot exceed 50.

  1. In the Queued Calls pane, click Options and select the Edit Call Center Dialog option. The Edit Call Centers dialog box appears.
  2. For each Call Center you are monitoring, set the number of calls to display in each priority bucket. The total number of call in all priority buckets cannot exceed 50.

Show or Hide Call Center Panels

You can show or hide call center panels for monitored queues in the Queued Calls panel. This is not the same as selecting queues to be monitored. For more information about monitoring call centers, see section Select Call Centers to Monitor.

To show/hide call center panels:

  1. In the Queued Calls pane, click Options .
  2. Select View and then select or unselect the names of the call centers. To show or hide all call centers, select or deselect All.
    Figure 63 Queued Calls – Options – View

    To hide a call center, you can also click the close button . The call center is removed from the display but continues to be monitored.

View Queued Calls

You can selectively expand or collapse call center panels to show or hide calls in the monitored call centers.

To view queued calls for a call center:
Click the Expand button for that call center.

To view call details of a selected call:
Click that call.

Group Queued Calls

You can group queued calls by their priority bucket.

To group or ungroup queued calls:

  1. In the Queued Calls pane, click Options.
  2. From the drop-down list, select Group, and then select or deselect Group by Priority. This action applies to all monitored call centers.
    Figure 64 Queued Calls – Options – Group

    3 To ungroup calls, unselect the Group by Priority option.

Order Queued Calls

Queued calls can be ordered according to their total waiting time or their waiting time in the current priority bucket.

To order queued calls:

  1. In the Queued Calls pane, click Options .
  2. Select Sort and then the ordering option you want. This operation applies to all monitored call centers.
    Figure 65 Queued Calls – Options – Sort

NOTE: The ordering does not work when calls are grouped. If needed, first ungroup the calls.

Monitor Next Call

You can silently monitor the next call that is received by a call center.

NOTE: To use this feature, you must have the Call Center Monitoring service assigned.

To monitor the call center’s next call:

  1. In the Contacts pane, expand the Call Centers panel and click the target call center to expand it.
  2. Click the Monitor Next Call button for that call center. A monitoring call is established for the selected call center. When the next call is received and answered by an agent, you are conferenced in to the call and your call is muted. Both calls appear in the Conference Call panel. To barge in on a call you are silently monitoring:

In the Conference Call panel, click Barge In . You are conferenced in to the call. For information on operations that can be performed on conference calls, see section Manage Conference Calls.

Enable Night Service Override or Forced Forwarding

Call Center allows you to manually override the current mode of operation and enable the Night Service and/or Forced Forwarding of calls for selected call centers.

To enable Night Service Override and/or Forced Forwarding:

  1. In the Queued Calls pane, click the Service Mode button in the panel for one of the call centers. The Edit Queue Favorites dialog box appears.
    Figure 66 Edit Queue Favorites Dialog Box
  2. For each call center for which you want to override the time schedule and manually initiate Night Service, check the Night Service Override check box.
  3. For each call center for which you want to divert calls to a specified destination temporarily, check the Force Forwarding box and enter the phone number to which to forward the calls in the Enter Number box.

NOTE: Night Service Override has precedence over Forced Forwarding.

Retrieve Call from Queue

You can retrieve queued calls from the queue to your phone device.

To retrieve a call from a queue:
Click the call in the Queued Calls pane and click Retrieve for that call. Once you retrieve a call, the call appears in the Call Console and you treat it as any other call. For example, you can transfer it to an ad hoc number or to another queue. For more information, see section Manage Calls.

Promote Call in Queue

A priority is attached to an incoming call based on the DNIS number on which it is received. Calls are distributed to the agents staffing the queue based on this priority, with calls of the higher priority being exhausted before calls in the next priority are distributed.

You can manually promote calls from a lower priority bucket to a higher priority bucket. A manually promoted call ends up as the last call in the higher priority bucket with a wait time of zero seconds.

To promote a call, that is to change its priority:

  1. In the Queued Calls pane, expand a Call Center panel.
  2. Click the call you want to promote and click Promote for that call. The queued call is promoted to the end of the next highest priority bucket.

Transfer Call to Another Queue

To transfer a queued call to another queue:

  1. In the Queued Calls pane, select the call to transfer.
  2. In the Contacts pane, expand the Queues panel.
  3. Click the target queue and click Transfer for that queue. The call is transferred and removed from the queue.

Transfer Call from Queue to Agent

To transfer a call from a queue to an agent:

  1. In the Queued Calls pane, select the call to transfer.
  2. In the Contacts pane, expand the Agents panel.
  3. Click the target agent and click Transfer for that agent. The call is transferred and removed from the queue.

Transfer Call to Ad Hoc Number

To transfer a call to an ad hoc number:

  1. In the Queued Calls pane, select the queued call.
  2. In the Dialer, enter the destination number and click Transfer .
    Figure 67 Ad Hoc Queue Transfer

    The call is transferred and removed from the queue.

Change Position of Call in Queue

You can reorder a queued call in a Standard call center or in the “0” priority bucket in a Premium call center.

To change a call’s position in a queue:

  1. In the Queued Calls pane, click the target call to expand it.
  2. Click Reorder and select the new position in the queue from the list that appears.

The call is placed in the new position.

NOTE 1: You cannot place a call ahead of a bounced call.

NOTE 2: The list can contain a maximum of 24 reorder positions you can choose from to reorder a call in queue, in addition to Send to back and Sent to front options.

Transfer Call to Top of Queue

If your administrator has configured the call center with the Transfer to Top feature, follow this procedure to transfer the call to the top of the queue. You can only transfer a call to the top of the highest priority bucket (bucket with priority “0”).

There need to be at least two calls in the target queue.

  1. In the Queued Calls pane, click the target call to expand it.
  2. Click Reorder and select Send to Front from the list that appears.

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