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.
Step 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 a queue with flexibility in your schedule.
Please refer to Queue for instructions on creating a queue.
Step 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.
Prepare audio files
First, you will upload the audio file on MiiTel Analytics.
- Log in to MiiTel Admin.
- Click Incoming > Sound
- Click Add new sound, upload the audio file then click Save.
Set the incoming call rule
Next, set up the incoming call rule so that the queue and the audio files (to be played) will be processed in the correct order.
- Click Incoming > Incoming Call Rule
- Click Add new incoming call rule.
- In Rule name, enter the title of the rule. In Rule description, enter the description of the rule.
- In Action 1, set the action as Queue.
- Set the queue in Queue.
- Click
to display Action 2.
- In Action 2, set the action as Play sound.
- Set the audio file in Filename.
- After completing the settings, click Save.
Set the automatic call forwarding
First, set the phone number to be automatically forwarded.
- Log in to MiiTel Admin.
- Click Incoming > Automatic Call Forwarding > Add new automatic call forwarding.
- After completing entering the following sections, click Save.
1Name: Enter the title of the automatic call forwarding.
2Destination numbers: Enter the phone number to which the call will be forwarded.
Set up the incoming call rule
Next, set up the incoming call rule so that the queue and the automatic call forwarding will be processed in the correct order.
- Click Incoming > Incoming Call Rule
- Click Add new incoming call rule.
- In Rule name, enter the title of the rule. In Rule description, enter the description of the rule.
- In Action 1, set the action as Queue.
- Set the queue in Queue.
- Click
- In Action 2, set the action as Automatic call forwarding.
- Set the automatic call forwarding in the Automatic call forwarding name.
- In Ring time (seconds), set the number of seconds to call the destination (the recommended setting is more than 10 seconds).
- After completing the settings, click Save.
Set the incoming call rule
- Log in to MiiTel Admin.
- Click Incoming > Incoming Call Rule
- Click Add new incoming call rule.
- In Rule name, enter the title of the rule. In Rule description, enter the description of the rule.
- In Action 1, set the action as Queue.
- Set the queue in Queue.
- Click
- In Action 2, set the action as Call all users in a group.
- Set the name of the group in Group name.
- Set the number of seconds to call the group in Ring time (seconds).
- After completing the settings, click Save.
Step 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.
- Log in to MiiTel Admin.
- Click Incoming > Incoming Call Filter
- After you set all of the following fields, click Save.
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. To see the list of holidays, go to Incoming call > Holiday list.
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.
9Call settings: Select the phone number list you have created. MiiTel will apply the filter for incoming calls made from the phone numbers in this list.
10Incoming call rule: Set the incoming call rule you want MiiTel to apply the filter.
NOTE
- See examples of filters in Create a filter.