Focus Queue ♾️
Updated
by
BCH Digital Support
How does it work?
A caller is diverted to or calls into the number and is placed in a queue. Queue groups are setup and include destination number's of agents.
This service is mostly paired with Focus Menu (IVR) ☎️, but can be used standalone.
Assign the Service
Click on New Numbers in the top right. Choose your number and click Assign Number.
Configure the Service
Queue creation
Click on Queue Settings first to setup your queue group.
In the top right click on New Queue, give it a name and click Create Queue.
Queue Settings
Description
Set the description of your queue.
Distribution Method
How to deliver calls to the Destinations setup. Skill based (Linear), Cyclic (Even Rotation) or Longest Waiting.
Maximum Queue Size
How many callers can be in the queue at once.
Duration
Maximum hold time in minutes for the caller before the call is ended. Leave blank for unlimited.
Hold Music
What music the caller will hear in the queue. You can choose from preset ones or upload your own.
Play Queue Position
Play the queue position to the caller for all or up 25 positions.
Comfort Delay
How long should the caller receive a comfort message.
Comfort Messages
Choose from some preset messages or upload your own.
Destinations
Add the destinations you want the calls to go through to, this is based on the Distribution Method above.
Assign the queue to a number
Click on Numbers in the sub menu.
Then click on Configure Service of the number you want assigning the queue to.
Number Setup
Description
Set the description of your number.
Queue Selection
Choose the queue that will be used when dialing into this number.
Working Hours
Set times on the day's of the week when agent's can access the service.
Call Recording
Set to record calls or not. These can be accessed in the Call Recording Playback Guide.
CLI Presentation
What number to display to the number you are calling.
Agent Tagging
Agent tagging can be done as the whisper asking for an agent ID, or during a call the agent can press "# agent ID #" to tag the call (eg #1234#).
Missed Call Alert Email
Set an email address to send missed call alerts to.
Voicemail
Set a custom voicemail audio with an email address to send the notification to.
Introduction Audio
Set the audio the customer will hear when first dialing into the number.
Whisper Message
Set the audio the agent will hear when they pick up a call.
Bank Holidays
Instead of remember to change the working hours you can set bank holiday days which will restrict all access to the number.
