Set incoming call rules using queues

If you use queues, customers can wait on the call until the next operator is available. If the operator is not available after the waiting time, you can set the incoming call rules to automatically forward the customer's call or end the call after the music or announcement is played.

Procedure

  1. Set queue
  2. Set incoming call rule (Setup of how you will receive incoming calls)
    ・Automatic voice guidance
    ・Automatic call forwarding
    ・Call a specific group
  3. Set the incoming call filter

1. Set queue

First, you will set up the queues. Queue settings and changes are reflected at around 3:30 a.m. on the next day, so please create the queue with flexibility in your schedule.

Please refer to Call Queue for instructions on creating a queue.

2. Set incoming call rule (Setup of how you will receive incoming calls)

Set up the incoming call rules so the queue will be applied. Also, you can make the settings of the process for unanswered calls after the waiting time of the queue has elapsed.

3. Set the incoming call filter

You can set when and to which phone numbers the incoming call rule will be activated by using filters.

  1. Log in to MiiTel Admin.
  2. Click Incoming > Incoming Call Filter
  3. After entering the following sections, click Save.

filter2.png

1Phone number: Set the phone number you want to apply the filter.

2Year: Enter the year you want to apply the filter (You can select multiple years. If not entered, the filter will apply for every year.)

3Month: Enter the month you want to apply the filter (You can select multiple months. If not entered, the filter will apply for every month).

4Day: Enter the day of the month you want to apply the filter (You can select multiple days. If not entered, the filter will be applied every day).

5Day of week: Enter the day of the week you want to apply the filter (You can select multiple days. If not entered, the filter will apply for every day of the week).

If you want to set the filter that overlaps months or years (ex: December 31st - January 3rd), you will need to create two different filters for both month and year.

6Apply on holidays: If checked, incoming call rules will be applied to holidays. For the list of holidays that will be applied, please check List of holiday dates to which the incoming call rules will apply (2020, 2021, 2022) (Currently, only Japanese holidays will be applied).

7Starting time: Select from the list or directly enter the start time to which you want to apply the filter.

8Finishing time: Select from the list or directly enter the finishing time to which you want to apply the filter.

9Incoming call rule: Set the name of the incoming call rule to which you want to apply the filter.

See examples of filters in Create a filter.

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