Learn what makes Freevoice the most advanced queueing solution.
Call Queuing manages excess callers until your agents are available.
When all agents are busy, the Freevoice System will automatically play a welcome message, and optionally stating callers in line , with estimated wait times between musical interludes or advertisements. Queue wait order is managed in a first in first out linear order unless priority rules are used to flag certain callers for express treatment.
Advanced Queue Features Include:
Members – Extensions can be Members or Agents. Members will always ring in in order or all at once. Agents log in to let the system know they are avaialbe. This allows automatic distribution of calls (ACD) to skill groups with detailed productivity reports.
URL Pop – Creates a web hook to another web application such as a CRM integration. Commonly used to search the callers number in a CRM and display a screen pop of the matching account record.
Ring Strategy - Automatic Call Distribution determines what order callers are connected to agents.
Dynamic Priority Penalty Rules - Creates classes or tiers of agents to receive calls before lower classes or tiers of agents have an opportunity to answer. Example: I want all calls to go to my top people, sales team 10! Only if they are all busy will the call go to sales team 9, and if they are busy, send it to anyone.
Caller priority – Lets you flag a call for priority access thru the queue or other destinations.
Dispositions – Create predefined results of a call and require the agent to choose one for reporting the outcome of each call.
Distinctive Ring – Call from different queues can be audibly distinct on some model phones.
Music on Hold Class - Unique music on hold can be played depending on the call source.
Wait Time Prefix – Notifies the agent how long the caller had been holding upon answering a call.
Call Recording – Records all calls to be posted in reports with dispositions and agents notes and CDR data.
Priority Queues – Assigns a queue weight and allows calls to come thru faster for priority queues.
Service Level - Allows you to set a goal such as, answer every call within 15 seconds, and see the results in reports.
No Answer call - This setting prevents calls from being answered automatically before an agent is available. This allows the calling party to auto detect if the call was answered by a live agent.
Caller Join Announcement - Welcome message played to callers such as “Call recorded for quality assurance”.
Agent Announcement - Prefix message played to the agents before caller is connected.
Caller Announcements – Informs the caller of their position and estimated hold time upon entering a queue and optionally repeats every X number of seconds.
Periodic Announcements – Provides a dial menu to exit a queue so the caller reach another destination such as automated self-help system, receive an automated call back, or leave voicemail.
Email alerts – Receive and email notification with CDR’s and recording links on calls via email.
Queue Number - Allows callers to be transferred to a queue from any phone
Queue Name - A friendly name labels a queue for easy reporting and tracking
CID Name Prefix - A word or code that is prefixed to the caller’s name and number. Used to notify the agent which campaign call is coming from.
Max Wait Time – Sets maximum time a caller may wait before sending to another destination.
Max Callers - Sets maximum number of callers that may be in a Queue. Callers in excess of that number are sent to a failover destination.
Agent Ring Timeout - Length of time (1-60 seconds) to ring an agent before sending the call to another agent.
Skip Busy Agents – Does not ring an agent who is currently on an inbound or outbound call and sends caller to next agent.
Transfer Presets – Create Quick transfer buttons on the agent interface for one click transfers to a designated number.
Wrap Up Times – Provides agents X number of seconds to complete a task before getting the next call.
The hidden cost of unlimited dialer plans
Posted on Thursday June 21, 2018
Hidden Costs- The hidden cost of a dialer service is the human agents. While a phone call might cost you 2¢ a minute. Agents in the US cost about 25¢ a minute after wages, taxes, rent, etc…. Reducing agent wait time should be your biggest concern That is the purpose of a dialer. To reduce the expense…
Considering switching to VoIP? Done right it will raise your efficiency to a whole new level.
Posted on Wednesday November 15, 2017
Cloud, Digital, SIP, IP. It’s all Voice over Internet Protocol or VoIP for short. It uses your office network and internet connection instead of complex wiring to a machine in your building and the old local phone company. Any person can plug in common VoIP devices like Phones and Fax machines just like they would…
Manually Configure a Yealink T20P, T22P, T26P, T28P IP Phone
Posted on Tuesday March 24, 2015
Configuring a Yealink T20P, T22P, T26P, T28P IP Phone to Register 1. Start up your Yealink IP phone and identify its IP address. To find your phone’s IP address, simply press the OK key on the phone. In this example we’re going to assume that the IP address of your Yealink phone is 192.168.1.20 .…
Add a Fax Number and user in FreevoicePBX
Posted on Thursday March 19, 2015
Originally posted on Call Center Solutions in the Cloud:
Choose new Fax number from http://www.freevoiceusa.com Select VoIP phone service Select Phone Numbers Choose a new number with T38 enabled (value 1) Add to cart and Check out Next go to (your system).freevoicepbx.com/maint Select PBX set up Select Extensions page Select User to Receive FAX Scroll…
Phone system Call Logic for Selling Leads
Posted on Thursday March 05, 2015
Lead generation is the hot new industry in telemarketing. Selling leads for health insurance, student loan debt, and mortgages is a hot and expanding rapidly in 2015. The process is simple with a few variations,but you will need a specialized call center provider that can not only hold and transfer, but create 3 way calls that…