Call Center Creation - JolaPhone

Call Center Creation - JolaPhone

How this Feature will help you

Calls to a central phone number, from your customers, are distributed to multiple Users across your Site(s) based on the call distribution policy you create. It’s like a Hunt Group, only more advanced, with additional settings that make it ideal if you receive lots of calls and need to keep people in a queue with regular announcements.  

How to set up and use this feature

Click on the Call Centre settings icon on the Features page.



Then click ‘Add Call Centre’.

Details

Type in a name for your Call Centre. Doing this will automatically create a Call Centre ID which will appear on billing reports, you can amend this if you prefer.

Add your calling line ID first and second name. This is displayed on a User’s Device or Application when the Call Centre receives an incoming call.

Select a public phone number from the drop-down menu – this is the number you advertise to outside callers. If it’s for internal purposes, choose ‘No number’ and type in the extension number.

Choose either ‘None’ or ‘Plus’ in the Feature pack drop-down menu, plus provides you with advanced features – then click ‘Continue’.



Call Centre Plus

The plus pack may be chargeable, please ensure you check with your Service Provider. 

‘Plus’ gives you greater flexibility by providing the following advanced call functionality:

  • Alternate numbers
  • Call forwarding
  • Call forwarding selective
  • Calling rules
  • Custom ring back
  • Do not disturb
  • Selective call acceptance
  • Selective call rejection
  • Voicemail 

Call settings

Queue length

Enter the number of callers allowed in the queue – the maximum is 50.

Call distribution

Select how and who you’d like the calls to be distributed to: 

  • Regular – from your list of Users added to the Call Centre, the system calls the person at the top of the list first. If they are unavailable, the next person on the list is called, and so on, until the system finds somebody available.
  • Circular – the first available User is rung in list order. When answered, the next incoming call will ring the following User in the list and loop around until all Users have been called.
  • Uniform – the User that’s been available the longest is rung.
  • Simultaneous – all available Users are rung at the same time and the call is connected to whoever answers first.
  • Weighted – Users will be rung randomly, but dependant on the weighting you’ve assigned them. For example, a more experienced User would have a higher percentage of calls compared to a recently employed one.

Escape key

Type in a number that callers can press to escape from the queue and follow busy treatment set for the Call centre.



Assigned User settings

Tick or untick the boxes to:

  • Allow Users to log in/out of the queue using the portal, their handset or any supported applications.
  • Allow call waiting so Users can handle more than one call directed to them.
  • Allow calls to Users whose status is set to 'wrap-up'.

Then, from the drop-down menu, select a User’s status that will be automatically set when a call is finished: available, unavailable or wrap-up.



Enable timer

You can set a time for a User’s wrap-up status – the period to finalise any post-call activity. Simply tick the box, then enter the number of minutes and seconds.  Once the timer has expired, the User will be avilable to take calls again.

Hit ‘Save’ once you’ve finished.




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