Creating and adding a user group
...to the appropriate call queue. An agent group must be associated with a call queue before agents in the group can handle calls in that queue. Related tasks Configuring agent...
Search Results for Call Flows
Step 10: Wire up the call flow
...for use in this call flow, left click anywhere on the call flow background. Drag from the Next branch of the Inbound Call node to the Check Option node. Drag from the On branch of the Check Option node to...
Step 8: Configure the Join Queue nodes
...(The parameter is tied to the service numbers associated with it rather than the call flow.) Step 6: Click the Options selector. Step 7: Click the Caller priority selector. Step 8: For Caller priority, click...
Fixes
...numbers) has been fixed. Calls In call flows, the queue status node was including agents who have been deselected from a queue/channel when calculating the number of available agents. Admin...
Enhancements
...edit a call that contains the Callback Slot Node, you now will have to add a route for Error This release changes when a Call Slot is offered to a...
Fixes
Back to February Fixes Callbacks We have added a fix where some callback calls were only recorded when a queue was set to record outbound calls, this has been resolved...
Working hours report
...spent on wrapping up inbound calls. Total on-call time (outbound) The total time (in minutes) that the agent has spent on handling outbound calls, including wrapup time. Average on-call time...
Step 13: Assign the call flow
...the call flow details page, select the resellers/companies to which the call flow is assigned from the dropdown list. Each call flow can be assigned to multiple resellers/companies. Select the...
Integrated PBX node types
Direct Call Dial Agent This node type allows a connection to be made to a direct-call number. This node type allows a connection to be made to a direct-call number....
Call Flow Template 1
This call flow is suited to a very small organisation, presumably with someone in a receptionist type role able to answer incoming calls from the queue. Due to this call...