queuing management

Queuing allows you to have your customers wait to hear your voice until you call them in a specified order.

Contents

A separate contract is required to use this feature.

Register a queue

  1. In MiiTel Analytics [set]__________2019-10-01_18.33.51.png.
  2. Click Queuing Management.
  3. Click the [+Create New Queue] button.

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  1. Enter the required information in the form that appears.

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The settings and changes will be reflected at around 3:30 a.m. the next day across the date.

1Group: Set the group to be called by queuing. In advance You need to create a group in Group Management.

2Queue Name: Enter the name of the queue you want to create

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3Description: Enter the description of the queue to be set

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4ACD method: Specify the order in which to call users

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"Simultaneous Ringing"
Call users all at once.
First user to respond will be connected

ACD method:"Ring the user with the longest waiting time"
Call the user with the longest waiting time after setting the relevant queuing. Even if the number of seconds set in [Number of seconds to ring] elapses, the user to be called remains the same. If the called user cannot answer and clicks the [Reject] button on the MiiTel Phone, the next user with the longest waiting time will be called.
The phone will not ring except for the called user.

The wait time aggregate information will be reset once a day during maintenance hours.

"Ring the person with the least number of calls"
Call the user with the least number of calls in the relevant queuing. Even if the number of seconds set in [Ringing seconds] elapses, the called user remains the same. If the called user cannot answer and clicks the [Reject] button on the MiiTel Phone, the next user with the least number of calls will be called.
The phone will not ring except for the called user.

The call count aggregate information is reset once a day during maintenance hours.

"Ring Randomly"
Rings one user at a time at random. After the number of seconds set in [Ringing Seconds] elapses, the next user's MiiTel Phone will ring randomly.
The phone will not ring for anyone other than the called user.

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"Sequential Ringing"
Rings user's phones in sequence. When the number of seconds set in [Ringing Seconds] elapses, the next user's MiiTel Phone will ring.
The next user's phone will not ring.

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5Repeating audio during call waiting: Set the audio file that will be played until the caller is connected to the user. It is necessary to complete the registration in advance at Sound Management.

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6Number of seconds to call: Number of seconds to call user.

The number of seconds to call user.

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7Waiting Time (sec): Specify the number of seconds to make the caller wait for the maximum number of seconds
If the specified number of seconds is exceeded, the phone will hang up automatically.

8Calling Interval (seconds): The amount of time to wait before calling the user again if the call fails.

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9Number of calls waiting: Set the number of people to wait for the maximum number of people

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The number of waiting calls that can be set is determined by contract for each customer organization. Therefore, if the number of waiting calls used in your organization exceeds the contracted number, an error message will be displayed.
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    After configuring, click "Save".

After the queuing settings, click Incoming Rules Settings and Filter Settings. Also, if you want to use predicative calls, please do predicative call settings.

Use queuing

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  1. In MiiTel Analytics [configure]__________2019-10-01_18.33.51.png.
  2. Click Manage Incoming Rules.

  3. Click the "+Create New Incoming Rule" button or "Edit" for the incoming rule you want to edit from the list.

  4. Select "Queueing" in the action and select the queue you created.

    __________2019-10-08_20.52.26.png

  5. Click the "Save" button.

  6. Set the filter for the created incoming rule. Please refer to Create Filter for the setting method.
For a detailed explanation of incoming call rules, please refer to Incoming Call Rules Settings.
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Modify Queue

  • In MiiTel Analytics [Settings]__________2019-10-01_18.33.51.png.
  • Click Queuing Management.

  • From the list, click "Edit" for the queue you want to edit.

    __________2019-10-08_20.39.18.png

    Groups set in the queue cannot be changed
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    1. Edit and click "Save".

    Delete Queue

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    1. In MiiTel Analytics [set]__________2019-10-01_18.33.51.png.
    2. Click Queuing Management.

    3. From the list, click the Edit button for the queue you want to delete, then click Delete.

      __________2019-10-08_20.57.10.png

    When you delete a queue, the incoming rule that the queuing was set to will remain, but the relevant part will change to blank.

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