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Setting schedules on Call Queues

PTI
Occasional Visitor

Setting schedules on Call Queues

We have a Support call queue and I'd like to not have it hunt through support agents after the last one has left but instead let the auto attendant inform them that Support is closed and please leave a message. Is this possible? I was hoping there would be a way to define a schedule on Call Queues.

 

I tried looking for documentation on Schedules but I only found the Help index which wasn't useful. Is there more documentation that would help me with schedules?

 

Thanks

Member

Re: Setting schedules on Call Queues

PTI,

 

I sent you a private message asking for more info on what you are trying to do with your Call Queue.

PTI
Occasional Visitor

Re: Setting schedules on Call Queues

I don't know if it's specific to Call Queues, but the goal is to make it so people who phone into Support afterhours don't wait a long time in a queue (because no one is working) but instead get a message telling them to leave a voicemail.

 

Member

Re: Setting schedules on Call Queues

With a Hunt Group, we can assign a Feature to the Hunt Group called Call Forward Selective. That feature can be set up to route calls during after hours straight to a Auto Attendant or Voice Mail based on a Time or Holiday Schedule. That Feature is not available for Call Queue. With a call queue, if your agents log out of the queue at the end of the day, the calls will go straight to your Overflow number. That number could be a Voice mail box or an After Hours Auto Attendant. I hope this helps.
GeorgeR
New Member

Re: Setting schedules on Call Queues

We are installing Call Queue and I could use some basic information about it. Can you point me to some good training? We have a hotel Front Desk with four shared phones. All are included in a Call Queue. Usually, only two people are working. Do I need to log two of the phones off the Call Queue? Otherwise, it will never show that all agents are busy. Does the Call Queue pick up 100% of the calls, or only come on when all agents are on the phone? Sometimes agents are busy with in-person guests and can't pick up right away.

Member

Re: Setting schedules on Call Queues

GeorgeR,
I can answer some of your questions. Any members of the Call Queue that are not taking calls should be logged off the Queue. They can log off the queue using their End User Feature Portal, Call Queue Tab. The only time calls will go to the queue, is when all the agents that logged into the queue, are on the phone. If that is the scenario, the calls will be queued up, and if any of the agents hang up, the call will be pulled from the queue and sent to them. If you need more information, you might want to go to https://business.comcast.com/getstarted , go to the Interactive Learning section and sign up for one of the Friday afternoon Ask a Trainer sessions. That is an informal Q and A session where you can talk to a VoiceEdge Instructor who can provide more detailed Call Queue information. I hope this helps.

GeorgeR
New Member

Re: Setting schedules on Call Queues

Thanks, Dave, great information. I guess I pictured the Call Queue answering 100% of the calls before anyone picks up. And continuing with a comfort message until an agent gets around to picking up. Even when no agent is on the phone at all. Our agents can be busy with in-person guests or there may only be one agent on duty. Can you imagine a configuration that would allow this?