To access the Voice Queue Options, click the Options link, located to the right of the Voice Queue you wish to view or edit.

Queues

The Voice Queue Options allow you to define voice queue settings such as:

Voice Queue options

Define the following queue options:

  • Allow dequeuing – Use the drop down menu to enable or disable the dequeuing function configured for that queue. When set to No, a caller in queue is able to hold indefinitely. When set to Yes, a caller will be removed from queue when the Maximum Waiting Time is reached.

Allowing Dequeuing

Note: dequeuing options should be discussed and implemented prior to enabling this feature. Standard dequeuing options include forcing the caller to either voicemail, callbacks, transfer to an outsource, or listen to a recording. The default dequeuing procedure will send the caller to voicemail. 

  • Active bulletin – Use the drop down menu to activate a bulletin you have previously created. Please see Bulletins for more information on recording and configuring bulletins.

Active Bulletin

  • Mailbox Voicemails left by callers will be sent to any email addresses entered in this field. For every voicemail captured, one email is sent with one .WAV audio file attached.

Voice queue - customer service

Note: when entering multiple email addresses, separate by using a semicolon (;) or comma (,) with no spaces as shown:example1@domain.com; example2@domain.com

  • Calling Name Use the drop down menu to overwrite information contained in the SIP invite; this is the information that is displayed on the phone set when a customer receives a call. Select Default Value to display the default information on the phone set, select Use Queue Name to display the originating queue name on the phone set, and select Use DNIS Label to display the originating DNIS label on the phone set. This feature is also used by Telagents as a way of knowing which queue is sending the incoming call. (For more information on Telagents, see Telagents - Virtual Agents.)

Calling name

  • Auto Connect Survey: allows you to specify a survey, which is a second-level IVR of sorts, to which the caller should be automatically connected once the call wraps.   Your survey must first be registered as an auto-connect option; see Post Call Survey Auto-Connect for more detail on this feature.

Auto connect survey

If you are providing your own cloud storage, you would also have the option of changing the retention period for your recordings on a queue by queue basis. For example, Queue A could have recordings stored indefinitely while Queue B could have recordings stored for 30 days. You will only be able to see this option if you brought your own cloud storage.

retention period (recordings)

The options for the retention period of your recordings are:

  • Use account level setting Use this option to save recordings for the number of days that your account was created with.
  • Store indefinitely Your recordings will be saved until you choose to delete them.
  • Store for: Enter the number of whole days that you would like the recordings saved for.
  • Do not store Recordings will not be saved.

For more information, please refer to the following articles: