WHAT IS CALL QUEUING?

 

Call queuing is a technology that places inbound callers into one or more virtual queues. The technology allows your company to minimize calling wait times while ensuring that your queries are directed to the right person as smoothly and efficiently as possible.


By efficiently handling inbound call traffic, a good call queuing system can improve your sales, increase customer loyalty, and build stronger brand awareness.



The guide below will help you in setting up a Call Queue for your Velox Call Center app.



1. Log in to your Velox dashboard using the Account Admin.

2. On your Velox dashboard, click the System Setup and under System Setup, click Call Center Queue.


3. On the Call Queue page, click the Create Queue Route.


4. A new window would appear and kindly fill up the fields below.


  • Description - Name of the Call Queue or the Group Name.
  • Assign Group - Select the Call Group to which the Call Queue would route.
  • Timeout (seconds) - Number of seconds for the caller to wait before the call will end if no one answers the queue.
  • Transfer Timeout - You may choose a different call queue if you want the call to transfer to another queue if no members from the first queue answer the call.

Then click Create New Queue.


5. Once the Call Queue has been successfully created. You may now route the call queue directly to a DID or to an IVR / Auto-Attendant Option.





INCOMING CALL QUEUE


On the Call Center Queue page, you will also be able to see who is waiting in the queue.


As for the example below, you can see the incoming call queue with their details.



  • ID - This is automated numbers generated by the system each time there is an incoming call.
  • Queue - This is the queue ID to which the caller or the call is routed.
  • Caller - The DID number of the caller.
  • Group - The Call Group ID to which the Queue is routed.
  • Answered By - The extension number which is a member of the call group who answered the call.
  • Status - The status of the specific call if it was already Answered by the extension or the specific call is still waiting to be answered.
  • Time Called - This is the exact time when the caller called to your DID or one of your DIDs that is routed to a queue.