All about Call Queuing

#1
Call queuing allows you to accept more calls into your telephone system than you have extensions or employees to answer them. With Voipfone, each extension can accept as many calls as the telephone can handle - for example the Snom 190 can handle 12 calls simultaneously and the free softphone 3 - but if the called party doesn't answer because he's on another call, the customer just hears ring tone and eventually diverts to voicemail.

With call queuing, your customers are answered automatically, held in a queue and while they are waiting for a representative they hear music and receive personal messages about where they are in the queue and when they will be answered.

You never lose a customer because you couldn't answer the phone.

They can be also transferred to voicemail if required.

How much does it cost?
Call Queuing costs £1.99 per month (ex VAT).

How Do I use Call Queuing?
Choose call queuing from the Package Builder and make your payment. If you have only one number queuing configures itself automatically.

If you have extensions from our PBX, click on the PBX icon in 'Your Account' and look under 'Inbound phone number set-up'. For the incoming numbers you want queuing to apply to, choose 'queue calls' from the drop down menu. Click 'save' and you're done.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

#3
what happens in the case of you using IVR, i.e. there are only options in the dropdown for Inbound number of "IVR / Call Queuing or individual Extensions" ?

If we set to IVR does that automatically incorporate Queuing ?

#5
If you set your number to IVR , then in the IVR set-up you can set an option to go to the call queuing service.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

#7
so how come we can't use queuing with call groups then if we can with IVR?

Our setup is:

5 phones in the call centre
12 phones in various other depts

We have 1 call group setup so that all incoming calls route to call centre. If all those 5 people are on the phone the customer just hears ringing and ringing - with no notification that we are in and they are just waiting in line. What happens? They hang up obvously and we get very annoyed customers asking why nobody answers the phone during working hours.

So we have to revert to queue calls ring all meaning that everyone in the company gets to hear the phone ring 200 times a day.

Not good - is there any workaround or answer for this?

PJM

Re: All about Call Queuing

#8
The call queue rings all extensions which have their 'group' box ticked under 'extension number set up'

So you can specify only a certain number of your extensions ring and not all.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

Re: All about Call Queuing

#9
Call queuing works when you have a number set to call que ring all, this will call anyone in the main group that has their group box ticked.

Will also work when using IVR you can have a second group and set IVR option to call group que 1, this will call and que anyone in the second group.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

Re: All about Call Queuing

#10
We have two companies with their individual incoming numbers set out to ring their respective call groups 1 and 2. One of the companies at times has a lot more calls than the other and we would want to use the call queuing service however there is no option to select the call queuing for the individual groups, the only option is to have all extensions ring meaning we cant tell what number the caller has rang, is there a means of delivering what we want i.e. we just ONE call group to ring, not all extensions no matter what group they belong to?

Re: All about Call Queuing

#11
The option of 'queue calls ring all' actually just rings all extensions with their group tick box ticked on the main extension number set up section. You can set the extensions you want to ring there.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

Re: All about Call Queuing

#12
I'm afraid this is not an answer that resolves the problem. As the system is setup into two call groups, by de-selecting an extension in the ‘Extension Number Set Up’ menu it over rides call group settings and the extension no longer rings for the incoming group call.

Re: All about Call Queuing

#13
I have call queueing set up, however when the caller is connected to our number, they are first connected to an automated "please wait, your call will be connected..", however I would like the call to come straight through (a ringing tone will be the first thing they hear) and if our phones are not busy, it would be preferable for the caller to hear a staff member's voice when it is answered on our end, and if our phones are in fact busy, only then will they hear a call queueing announcement. Is this setup possible?

Who is online

Users browsing this forum: No registered users and 3 guests

Copyright 2004 - 2017, iNet Telecoms® Ltd. All rights reserved.


cron