Phone Queue Administration

In order to setup greetings or change holiday/temp greeting settings for your queue, you will have to do the following:

 

• Dial *455 (you will be asked for your queue ID)

• Dial the extension of your queue  

• You will be taken to the main menu of your queue. 

 

Main Menu:

1. Holiday settings
1. Toggle holiday mode
2. Record holiday greeting(This greeting is a temporary greeting used for holidays.  It will play in place of your working hours/after hours greeting before sending callers to your voicemail greeting.)
1. Listen to holiday greeting

                    *  to return to main menu

 

2. Temporary greeting settings
1. Toggle Temporary greeting mode
2. Record temporary greeting mode(This is a temporary that will play in place of your working hours/after hours greeting before sending the callers into the queue(during business hours) or voicemail greeting(after business hours).
3. Listen to temporary greeting

                    *  to return to main menu

 

3. Set working hours greeting
1. Record working hours greeting(This greeting should state where the caller is(ie... Subscripion Services) and should be fairly short.  It will play all the way through before sending the caller to the queue.  It might be a good idea to say something along the lines of, "Please wait while we connect your call" at the end of this greeting.  If all agents are busy, the system will play a message back to the caller after this greeting telling them so.)
2. Listen to working hours greeting

                    *  to return to main menu

 

4. Set after hours greeting
1. Record after hours greeting(Let the caller know that its after hours and you may want to include your business hours here.)
1. Listen to the after hours greeting

                    *  to return to main menu

 

5. Set voicemail greeting
1. Record the voicemail greeting(This greetings should be setup like a department voicemail greeting.   Let the caller know to leave any information you need to contact them.)
1. Listen to the voicemail greeting

                    * to return to main menu

 

Logging into a queue

 

In order for the queue to work, you will have to have at least one phone logged in.

Log in by dialing *450 from a phone that has been configured to be used in that queue. (Submit a ticket to Cherwell if you need to add a phone)

Once logged in to the queue, you will be able to receive calls from any caller whom is put into that queue.  If no phones are logged into the queue, the callers will be sent directly to the voicemail greeting and then the voicemail box.

 

Logging out of a queue

 

Log out of the queue by dialing *451 from your phone.  Once logged out, you will no longer receive calls from the queue until you have logged back in to that queue.  If a caller is in queue when you log out, they will be sent directly to the voicemail message.

 

Pausing a phone in queue

 

There will be times when you need to step away from your desk for various reasons.  If you need to step away for a few  minutes, you can pause your phone in the queue to keep the queue from trying to reach you at your phone.  If your phone is paused, and no other phones are logged in to the queue; OR, if your phone is paused, and all other phones logged into your queue are paused, the caller will remain in queue for up to 15 minutes before being transferred to voicemail.  The caller will be given the option to leave a message by pressing 1 while waiting in queue.(This needs to be specified in the initial greeting)  If you are leaving your desk for an extended period of time, it is recommended that you log out of the queue in order to not keep callers in queue when no one is there to answer their call.

 

Pause your phone in queue by dialing *452 from your phone.

 

Unpause a phone in queue

 

Dial *453 from your phone.  This will allow callers in queue to reach your phone once again.

 

Managing Queue Greetings

 

Greetings are managed by the queue owner/administrators by following the directions above.  Greetings should follow these guidelines for the best flow:

 

List of hours greeting- This greeting is configured to be played before all other greetings and plays during or after business hours if configured.

 

Disclaimer -  This is a short and required greeting stating that the call may be monitored or recorded.

 

Main Greeting- This is the main greeting for your queue played during business hours.  This greeting should not list your hours or temporary information(This info is handled in other greetings and will be redundant).  It is recommended that this greeting states something along the lines of "Thank you for calling {THE NAME OF THE QUEUE}.  Your call will be answered in the order it was received." 

This greeting will be played directly before sending callers to the queue.

 

Holiday Greeting - This is the greeting that should be used for holiday hours.  It will play in place of the main greeting when activated(see above).  This message can be used to let the customers know that the offices are closed due to the holiday and should instruct them to leave a message after the tone/beep. 

This greeting will be played directly before sending the callers to voicemail.

 

Temporary Greeting- This greeting is for temporary messages.  It will play in place of the Main greeting when activated(see above).  This greeting should be used to give temporary messages out to the callers indicating an out of the ordinary message(ie... papers are running late do to....). 

This greeting will be played directly before sending callers to the queue.

 

After Hours Greeting- This greeting is played anytime a call comes in after business hours.  Hours should not be listed in this greeting since they will be covered in the list of hours greeting.  It is recommended that this greeting states something similar to "Thank you for calling {THE NAME OF THE QUEUE}. Our offices are currently closed, please leave a message after the tone/beep."

This greeting will be played directly before sending the callers to voicemail.

 

Voicemail Greeting- This greeting is played anytime calls are not able to be answered during business hours.  If the queue is configured to send callers in queue to voicemail due to no agents active in the queue, then the callers will get this message.  It is recommended that this greeting states something similar to "All of our agents are currently unavailable.  Please leave a message with your full name and phone number after the tone/beep and we will return your call as soon as possible."

This greeting will be played directly before sending the callers to voicemail.