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Call Management - Inbound

Softdial Contact Center™ manages all inbound calls using its Call Routing and Queue Management features. Queues allow for the automatic distribution of inbound calls and is facilitated by the grouping of telephone lines set up to receive calls depending on predefined route criteria. When a call is passed to a Queue address, the call handling is controlled by the settings for that Queue.

Highlights:

Ring No Answer

This is the time after which the call will be passed to another agent registered with a Queue.

Overflow Time

When the call is allowed to remain in the Queue before being passed to another Queue or dropped.

Overflow Address

This is the address to which the call will be passed after the overflow time has expired. If no agents are logged into the Queue, the call will be immediately passed into overflow time.

Queue Priority

These fields set the priority order for the Queue. These are used where agents are logged into multiple Queues.

Screen Popup

Scripts can be linked to particular Queues and popped for answering agents.

Round-Robin Group

If this is activated, calls are served to each agent in an order that aims to evenly distribute calls in such a way over a shift that each agent will receive the same number of calls. If this field is left unactivated, calls are served to the agents in order of ‘group’ or in order of agent log on to the Queue.