Managing call slots

Administrators can establish call slots, each consisting of a set number of available time slots. When callback slots are activated, individuals opting for a callback instead of waiting in a queue are presented with a list of potential time slots. They can then choose a suitable time for the callback from the provided options.

Note: Callers are only given the option to book a call slot if time slots are available within the next six days.

Add a call slot #

1. In the menu bar click Call Handling > Call Slots
2. Click Add and the new call slot page will be displayed
3. Enter a mandatory Name (up to 100 characters) of the call slot
4. Enter a Description (up to 250 characters) if required
5. Under Call Slot List click Add
6. Select the following:
   • Choose the time for the call slot. By default, the current time is shown.
   • Select what days the call slot should be active. You can select multiple days.
   • Set the Maximum Total Callers that can be called back in this time slot. The default value is 10.
7. Repeat this process until all time slots are added to the call slot list
8. Click Add at the bottom of the call slot page
9. The call slots will be saved

Note: When adding more time slots, ensure that you allow sufficient time between time slots to accommodate the Maximum Total Callers that need to be attended by an agent in the preceding time slots.

Delete a call slot #

1. In the menu bar click Call Handling > Call Slots to see a list of available call slots
2. Select the relevant call slot
3. Click Delete
4. Click Yes to confirm
5. The call slots will be deleted

Edit a call slot #

1. In the menu bar click Call Handling > Call Slots to see a list of available call slots
2. Select the relevant call slot
3. Make the relevant changes
   • To delete a time slot from within a call slot click the delete icon next to the relevant slot
4. Click Save changes
5. The call slot will be updated

Offering call slots #

To offer a call slot to callback callers both callbacks and call slots need to be enabled for the appropriate inbound calls queue and the relevant call slot must be selected.

• To do this, click Call Handling > Queues on the menu bar, select the call queue, and then click the Callbacks tab.
  • See Configuring callbacks for queues for more information.

Additional Information #

• Call slots are a licensable feature of the system.
• Administrators must have the Call Slots: Modify privilege to manage call slots.

Definitions #

• Name: The name of the call slot.
• Description: A brief description of the call slot.
• Time: The exact time of the time slot.
• <days>: The days of the week for the time slot.
• Maximum Total Callers: The maximum number of callers that can be called back in this time slot. Once this limit is reached, the time slot is no longer offered to callback callers.