ACD Queues Pro
If you are upgrading to ACD Queues Pro from ACD Queues, you do NOT need to setup your queues again. There are, however, additional options with ACD Queues Pro to consider implementing.
- Adding Members
- Creating a Queue
- Agent Login Options
- Managing an Existing Queue
- Managing Members
- Queues Page Overview
- Eavesdrop, Whisper, and Barge
Adding ACD Queue Pro Members (Agents)
Please note that there are three different levels of access inside ACD Queues Pro:
- Have access to the queues
- Receive calls in queues they are assigned in
- Agent Managers:
- Can access queues
- Receive calls in queues they are assigned in
- Adjust settings of a queue they are a manager of
- Eavesdrop/Whisper/Barge on a call
- System admins:
- All that an Agent Manager can access
- Create/delete queues
- Modify any queue
- Access Performance
- Can manage members
To manage users, log in to your Dash account and click on the menu icon.
- After logging in to your Dash account, click on the menu icon.
- Click on ACD Queues Pro.
- On the left hand side you will see 3 icons:
- Click on the Members icon to manage which users will have access to ACD Queues.
- Here you will see the list of users on your account who can log in to queues. Click on Manage Members to add or remove members to queues. Please note that members in a queue, “agents,” are billed at a higher rate than standard account users. If you have questions about your plan, we’re standing by to help!
- Now you will see two lists. A list of users not yet granted access to queues on the left and a list of queue members on the right.
- Click to select the users you wish to work with. Then click “Add as Members” to add them to queues, or “Remove Members” to remove them from queues.
- In this case we’re adding two users to the queues so the result is:
You may assign Agents to be Agent Managers at the queue level. Please refer to the next section for details.
Creating a Queue
- Click the Queues icon
- Click on “Add New Queue” in the upper right to add a queue. Please note that each queue is charged on a monthly basis (our current pricing is available here). Please contact us if you’d like help reviewing your plan.
- First, name your queue.
- You will be given the option to add a number directly to the queue by buying a new number or by selecting the number from your spare numbers list. You may also choose to assign your queue an extension number.
- To make sure that you are not using a current extension number on your account when opting to use an extension number, you’ll be given the following search screen to see what is available. Once you have a good extension number click “select extension”.
- After you have named the queue and assigned it a number or extension, click Next at the bottom of the page.
- Next you’ll see the configuration options available to you.
- Basic Behavior:
- Call Limit: You can limit the number of concurrent calls in a queue by entering a number in this field. If 0 is selected, there is no limit to the number of concurrent calls in the queue. Toggling
- Zero (0) out to callflow: Toggling this will allow you to route calls to another queue, device, user, or voicemail box.
- Queue Timeout: The amount of time a call in the queue will be allowed to wait on hold, measured in seconds.
- Display Agents to Others/Agents?: If toggled on, your agents (queue members) will be able to see the status of other agents.
- Timeout immediately if empty: If toggled on, Escalation Handling will be triggered if no agents are logged into the queue.
- Record all calls in this queue: If toggled on, all incoming calls to this queue will be recorded.
- Escalation Handling
- Escalation Queue: Allows you to route calls to a second queue when a timeout condition is triggered (Queue Timeout or Timeout Immediately if Empty). Choose the queue you wish the call to rollover to. If you choose None, the call will follow the Escalation Callflow after Timeout selection.
- Escalation Callflow after Timeout: This is the final escalation of a call that started in this queue. You can send the call to another queue, user, device, or voicemail box.
- Announce Position: The system will announce the inbound callers position in the queue
- Announce Wait: The system will announce expected wait time
- Pause: Will pause / enter silence measured in seconds
- Play Media File: You can select any media file you have on your system or upload a new media file to play back while the caller is on hold. Files should be recorded in mono, be in .wav or .mp3, and be larger than 1mb in size.
- Agent Connection:
- Agent Connect Timeout: This is how long a call will be offered to an agent, measured in seconds.
- Force Away on Rejected/Missed: If this is toggled on, the system will automatically set an agent as away for one minute if they miss or reject a call. That away duration will increase if the agent has successive missed calls. The agent can manually mark themselves ready at any time.
- Recovery Time:
- Allow Agent Recovery Time: If toggled on, this will allow the agent to have buffer time after a call to finish notes, etc. before they are offered another queue call.
- Allow Recovery Time Extension: If toggled on, this will allow agents to extend their recovery time.
- Allow Multiple Extensions: If checked, agents may use multiple recovery time extensions.
Agent Login Options
- Option 1: Log in at dash.virtualpbx.com and click the menu icon.
- Click on ACD Queues Pro
- After the page reloads, click on Begin Session. This logs agents into all queues that they are assigned to and marks them ready to take calls.
- Agent Status will be displayed at the top right of the screen and can be edited by clicking the current status and selecting the desired agent status.
- Agents may also select their default device here by clicking on the phone icon. This will open the user’s full list of available devices. Green icons indicate the device is registered. Red means the device is not registered and should not be selected. Note: Currently queue calls will only ring to VoIP devices (including softphones and the VirtualPBX Web Phone).
- Agent Login *20: To login to your call queue, press *20 then press send on your registered VoIP phone
- Set Agent Ready *21: To change your status to Ready to receive calls, press *21 then press send on your registered VoIP phone
- Set Agent Away *22: To change your status to Away, press *22 then press send on your registered VoIP phone
- Agent Logout *23: To Logout out of your call queue, press *23 then press send on your registered VoIP phone
- Login to your Web Phone at https://webphone.virtualpbx.net/ and click on Begin Session
- By default after you begin the session you are set to Away status.
- Click on Away to open the status dropdown, where you will see the option to make yourself Ready.
- Now you are ready to receive calls from the queue.
- At the end of your shift, click your queue status and select End Session to logout of the queues.
Managing an Existing Queue
- On the Queues page, start by clicking on the name of the queue you wish to work on.
- Click on the gear icon on the far right
- Select Edit Queue Settings, alternatively you may also select Delete Queue to delete this queue from your system.
- You’ll be shown the review screen for your current settings. Either click on the pen icon next to the section you wish to adjust or in the left hand menu, click on the name of section you wish to change.
- When you are done, click on Review+Confirm on the left menu and then click on Update Queue at the bottom right of the page.
- Start by clicking on the Members icon.
- Here you’ll see a list of agents available to be in your queues. You’ll see their name, their session duration, number of assigned queues, and whether Call Recording is enabled. If Call Recording is enabled on this page, then the agent’s outbound calls will be recorded as well as any inbound calls they receive to the queue.
- Click on the Performance icon
- Select a queue and an agent using the dropdowns to see a breakdown of the agents performance for this session. Currently you can only select the Current Session for the Duration, but we’ll be expanding this soon.
- You can also add additional rows to show another multiple performance reports at once.
Queues Page Overview
- The Queues page will show all of your queues. You’ll see the Queue’s name with the phone number or extension of the queue just beneath it. In the next column, if you see “Active” that indicates you are ready to take calls in this queue.
- Longest Wait: Shows you how long inbound callers have been waiting on average
- Calls In Queue: How many calls are currently in the queue
- Abandoned: the number of inbound calls that hung up before an agent could answer
- Ready: Number of agents waiting to take a call
- Busy: Number of agents on a call
- Away: Number of agents who are marked away
- Call Handling: Shows the health of your queue’s call – the more green the better! Click on the Queue’s name to see a breakdown of this specific queue’s performance with a breakdown of Missed Calls and Handled Calls.
Eavesdrop, Whisper, and Barge
System Admins and Agent Managers will have the option to Eavesdrop, Whisper, or Barge into an existing call.
In order to access Whisper and Barge, the first step you will take is to Eavesdrop on a call:
- Click on the name of an ACD Queue
- Click on Members
- Mouse over an agent on an active call, and you will see the option to Eavesdrop Call
After choosing to Eavesdrop the Agent Manager’s screen will change to look like this:
To Whisper click on this icon:
To Barge click on this icon:
Please note while on a barged call, if the agent ends the call the call ends for everyone. So if the agent manager needs to continue speaking with the customer without the agent, the agent will need to transfer the call to the Agent Manager.
To end Eavesdropping, barging or whispering click on the hangup icon at the bottom of the screen.