OneCloud Professional Contact Center Pre-Queue Options

OneCloud Professional Contact Center Pre-Queue Options

OneCloud Professional Contact Center - Pre Queue Options

​
Pre-queue options are settings that affect how callers are handled before they enter a queue. These settings help manage call flow, customer experience, and resource allocation by providing alternatives when conditions aren't ideal for queuing.                                                                                                    

Require Agents

  • If no agents are logged in, the call routes to a designated forward if unavailable destination.

Require Intro MOH

  • Requires the into Music On Hold or message to the played in full and will not attempt any agents until it has completed. 

Max Expected Wait Time/Queue Length

  • Route callers elsewhere if wait times or queue lengths exceed defined limits. If defined limits are exceeded, the call will follow the "Forward if unavailable" destination. 

Allow Callback

  • Enable this to offer callers the option of a callback instead of waiting on hold.
  • Please note: if the allow call back option is enabled it is offered when the "In Queue - Queue Ring Timeout" threshold is met. 

Queue Callback

  • If enabled, callers can keep their place in line and receive a callback when an agent is available.
  • If voicemail is enabled, additional options are presented.
  • This timer is set in the In-Queue options as the "Queue Ring Timeout"

"Please Note: Queue Callback and "Forward if Not Answered"

When Queue Callback is enabled, the "If Unanswered" option located within the "In Queue" tab is unavailable. The Queue ring timeout is now controlled by the Queue Callback option, this should be set to "Stay in queue"

Queue Ring Timeout Behavior Voicemail Disabled

When the "Queue ring timeout" is met, the caller will hear the following prompt:

"Press 3 to keep your place in the queue and receive a callback when an agent is available. Press the # key to return to the queue, or you can hang up at any time."

Queue Callback with Voicemail Enabled

If Queue Callback is enabled and voicemail is set to "Yes" in the "In Queue Options," the caller will hear this prompt:

"Press 2 to leave a voicemail. Press 3 to keep your place in the queue and receive a callback when an agent is available, press the # key to return to the queue, or you can hang up at any time."

Voicemail Handling

  • Voicemails will terminate in the Queue Voicemail box and must be configured accordingly.