queuing setting, you can place a customer on hold until an operator is available to until the operator is available. If the operator is not available after this queueing time, you can set up incoming call rules such as automatically transferring the customer's line or hanging up with an announcement.
Setting procedure
- Queuing settings
-
Incoming call rule setting (set how to receive incoming calls)
・Play voice guidance after queuing
・Automatic forwarding to another phone number after queuing.
・Call a specific group after queuing .
- Set incoming call rule to filter
1. Create queuing
First, we create a queueing.
First, create the queueing. Since the settings and changes of the queueing will be reflected at around 3:30 a.m. the next day across the date, please create the queueing well in advance.
.For more information on how to create a queueing, please see Queueing Management.
2. Incoming call rule setting (setting how to receive incoming calls)
Set up so that queuing is applied to incoming calls. Also, unanswered incoming calls after the queuing waiting time has elapsed
Preparing the audio file
First, upload the audio file you want to use to MiiTel Analytics.
.- Log in to MiiTel Analytics with an account that has administrator privileges and click [Settings]
. - Click on Sound Management.
- Click "+ Create new sound", select the audio file you want to use, and click "Save".
Preparing incoming call rules
Next, configure the incoming rules so that the queuing you created and the playback of the uploaded audio files are performed in the proper order. rule to ensure that the queuing and playback of the uploaded audio file occurs in the proper order.
.- .
- Click Manage Incoming Rules.
- Click + Create New Incoming Rule.
- Fill in [Incoming Rule Name] and [Description] with a clear name and description.
- Set [Queueing] to [Action] in [Action 1].
- Set the queuing to be used for [Queuing].
- Click [+ Add Action] and set the action 2 as shown below.
- Click "Save".
Preparing for automatic forwarding settings
First, set the phone number for automatic forwarding to automatic forwarding.
.- Log in to MiiTel Analytics with an account that has administrator privileges and click [Settings] .
- Click [Auto Forwarding Settings], then click [+ Create New Auto Forward].
- Enter a name and the phone number you want to forward the call to, and click Save.
Preparing the incomming rule
Next, configure the incomming rules so that the queuing and auto-forwarding you created are performed in the proper order.
- Click Manage Incoming Rules.
- Click [+ Create New Incoming Rule].
- Fill in [Incoming Rule Name] and [Description] with a clear name and description.
- Set [Queueing] to [Action] in [Action 1].
- Set the queuing to be used for [Queuing].
- Click on [+ Add Action] and add action 2 as shown below Automatically forward to Action 2 as shown below.
- Click "Save".
- Log in to MiiTel Analytics with an account that has administrator privileges and click [Settings] .
- Click Manage Incoming Rules.
- Click + Create New Incoming Rule.
- Fill in [Incoming Rule Name] and [Description] with a clear name and description.
- Set [Queueing] to [Action] in [Action 1].
- Set the queuing to be used for [Queuing].
- Click [+ Add Action] and set the action 2 as shown below.
. 