![]() ![]() ![]() When this limit is reached, the call is handled as specified by the When the maximum number of calls is reached setting. The default is 50, but it can range from 0 to 200. Maximum calls in the queue specifies the maximum number of calls that can wait in the queue at any given time. If an agent opts out of getting calls, they won't be included in the call routing list regardless of what their availability status is set to.Īgent alert time specifies how long an agent's phone will ring before the queue redirects the call to the next agent. You can enable presence-based call routing with any of the routing methods. Agents whose availability status is set to any other status are excluded from the call routing list and won't receive calls until their availability status changes back to Available. Call agents whose availability status is set to Available are included in the call routing list and can receive calls. Presence-based routing uses the availability status of call agents to determine whether an agent should be included in the call routing list for the selected routing method. Agents whose presence state has been Away for more than 10 minutes are not considered idle and will not be eligible to receive calls until they change their presence to Available. An agent is considered idle if their presence state is Available or if their presence state has been Away for less than 10 minutes. Longest idle routes each call to the agent who has been idle the longest time. This may be desirable in an inbound sales environment to assure equal opportunity among all the call agents. Round robin balances the routing of incoming calls so that each call agent gets the same number of calls from the queue. If an agent dismisses or does not pick up a call, the call will ring the next agent and will try all agents until it is picked up or times out. Serial routing rings all call agents one by one in the order specified in the Call agents list. The first call agent to pick up the call gets the call. Choose from these options:Īttendant routing rings all agents in the queue at the same time. Routing method determines the order in which agents receive calls from the queue. We recommend enabling conference mode for your call queues if your agents are all using compatible clients. Agents who don't meet the requirements aren't included in the call routing list. Microsoft Teams phone version 1449/1.051601 or laterĪgents' Teams accounts need to be set to Teams-only mode.The latest version of the Microsoft Teams desktop client, Android app, or iOS app.For conference mode to work, agents in the call queue must use one of the following clients: ![]() Conference mode significantly reduces the amount of time it takes for a caller to be connected to an agent, after the agent accepts the call. ![]()
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