Queue Changes - VOICE1 LLC

Queue Change Order

Used to create or modify a new Queue for your PBX system

Queue Configuration Form

Please fill out the following form to create or modify an existing queue on your Switchvox System. This form allows us to assure that we have gathered all of the required information to create/update your call queue and additionally serves as documentation for changes made over time.

Specifying an existing queue number will automatically trigger an update of the existing queue. This will replace all current settings with the newly specified settings. If you wish to keep any existing settings you must include them in your submission.

Switchvox URL(Required)

Please specify your Switchvox URL

REGCODE(Required)

Please enter the REGCODE of your Switchvox. This can be located in the Admin dashboard under "Server > Registration". Optionally your system administrator may have created a label for you that displays your - in the top right section of the Admin dashboard. If you do not have your registration code, please call support @ 1.855.252.8788 opt 2.

Action(Required)

As a reminder, when updating a queue, ALL values are replaced with the newly supplied entry. If you wish to retain any current settings, you must include them here in this submission or they will not be retained.

Queue Type(Required)

Standard

Advanced

Standard or Advanced. For the Switchvox system we recommend selecting "Advanced"

Queue Name(Required)

Queue Number(Required)

Please enter a number from 100 to 9999999.

Ring Strategy(Required)

Ring Each Memeber(Required)

Please enter a number from 5 to 900.

The number of seconds to ring each member. "Rings" are between 3-5 seconds each depending on the ring tone used. 20 seconds recommended

Seconds Between Members(Required)

Please enter a number from 0 to 60.

Recommended: 5 seconds

Wrap Up Time(Required)

Please enter a number from 0 to 900.

Agent will not receive calls from this queue for at least this many seconds after having answered a call. Recommend setting this to 0 to allow back to back calls, and when understaffed. It is recommended that agents complete required entry work while on the phone with client if possible.

Pickup Announcement

This message is played to the Agent when they answer the call. Useful to notify the agent what queue they are answering a call from.
You can enter the name of a current recording if it has already installed on your system.

Pickup Announcement

Accepted file types: wav, Max. file size: 2 MB.

Upload the pickup announcement if you have not already added it to your system. Must be in PCM WAV 8000hz mono

Acknowledge Call(Required)

Yes

Requires agent to press 1 to accept call after it has been answered. Not recommended in most cases.

Auto Log Off(Required)

Please enter a number from 0 to 999.

For agents that log in to queues, missing the number of calls specified here will automatically log the use out of the queue. Recommended to enable to prevent callers from waiting when no agent is available.

Receive Calls While on Call(Required)

Yes

Allows multiple queues calls to an agent. Not recommended in most situations.

Queue Members

We strongly encourage using group names to manage queue members. As such this form will only accept Queue Group Names. If you require individual members please open a support ticket.

Queue Group Name(Required)

If this group does not yet exists on your system, please make sure to create the group and populate it before submitting this request.

Agent Type(Required)

Permanent

Defines if the Group/Agent is to be a permanent member of the queue or is expected to log in.

Add Dedicated Login Code(Required)

Yes

Selecting "YES" if you wish to create a dedicated login/out code.

Caller Experience

Queue Caller Hears(Required)

Music On Hold Group(Required)

Use this MoH to play product announcements and relevant information to your callers. This is a captive marketing opportunity to promote your product and services.
This should be the name of the previously uploaded MoH file.

MoH

Accepted file types: ogg, mp3, Max. file size: 100 MB.

Recordings need to be in specific formats. OGG is recommended for MoH applications.
Supported Sound Recording Formats

Language(Required)

Specifies the language audio files to play to callers. (Use Call Language) will use channel set language such as when a caller selects "Spanish" from a prebuilt IVR or dedicated inbound number that sets the channel variable for language.

Announce Position(Required)

Yes

Announce Estimated Hold Time(Required)

Yes

Announcement Frequency(Required)

Please enter a number from 0 to 300.

How often to inform the caller of their position in the queue. This will pause any MoH playing and announce their position and wait time. If you have cascading queues, it could be confusing to callers if they were next in line and then only to be told they were added further back in the line when they were cascaded to another queue.
Consider using secondary queue members instead of cascading queues.

Queue Routing

Caller has Waited

Please enter a number from 0 to 9999.

Transfer to

No Permanent members or all agents logged out transfer to:

Unanswered Calls

Transfer to

Try Ring Stategy

Transfer to

Caller presses '0' Transfer to extension

Allows caller to press "0" to be redirected to a new IVR. This can be used to allow a caller to return to a main IVR, skip the queue and go to a specified voicemail box, or any other flow logic. If you enable this option you should select Music on Hold for what the caller hears and be sure that your MoH has a prompt informing users they can press 0 and what actions it will allow. If you have multiple queues using the same MoH this would be played on all queues, so be sure to either use a queue specific MoH or that all your queues have the same "0" opt out configured.

Advanced Queue Options

Bellow are some special queue features that are not part of typical system queues.

Global Arrival Time

Yes

Enable Global Arrival time. A caller’s earliest arrival time in any queue can be used to determine their place in line, instead of their arrival time in the current queue. That way, if a caller is passed between queues, they don't have to wait as long.

Virtual waiting time is included in the global arrival time.

Queue call control Move to top and Assign always override arrival time.

Queue logs, stats, and announcements operate separately for each queue.

Even if a caller passes through queues that don’t respect the global arrival time (a standard queue, or an advanced queue with global arrival off), global arrival is respected for an advanced queue that has global arrival YES.

Queue call routing does not consider global arrival time.

Autofill(Required)

Yes

When enabled, the queue will serve multiple queue calls at the same time. This powerful feature and reduces caller wait time, and improves the productivity of your queue members. Queue Autofill works intelligently with all Ringing Strategies. Enabling Autofill is recommended in most every use case.
Notes regarding Queue Autofill:

Ring All will work with Autofill, but is not recommended. Scenarios in which Ring All was used prior to the introduction of Autofill may now be best served by enabling Autofill and selecting an alternative Ring Strategy.

When used with Ring All, queue members will not know the specific caller that they are being served. Their phone will present the name of the queue that is ringing them. They will be informed of the caller's name and number once they answer the phone and are connected to the next caller in the queue. This is because the queue is configured to serve multiple callers to multiple queue members, and the queue member that answers first will be connected to the longest waiting caller. Which queue member will answer first cannot be known. This may affect ring hints.

When using the Virtual Queue option (described below) with the Caller Waits Callback option, Switchvox still only handles one Callback at a time. If there are additional live callers waiting, they will be served by Autofill, assuming there are additional available queue members to take those calls.

Autofill cannot be enabled on a queue also configured for Ring All, with Virtual Queue Callbacks where the Member Waits option is set. One of these four options will need to be altered to create a viable queue configuration.

Offer Call Back

Yes

When enabled, the queue will offer the caller to be called back when their position comes up in the queue. The caller will not loose their place in line.

Offer Call Back Position(Required)

Please enter a number from 1 to 999.

Offer call back, when queue length reaches this number of callers. It is not recommended to set this below 5 callers.

Caller ID Name(Required)

This is the name of your company or legally authorized use for company name.

Caller ID Number(Required)

A valid call back number

Secondary Queue Membership

Secondary Queue Member, allows you to avoid cascading queues, or queue fail over/rollover.

Setting a cascading queues under In Queue Routing, places callers at the back of the queue, and makes them wait longer to be answered. This generally results in poor customer experience and should be avoided.

By enabling secondary queue members the caller maintains their place in the queue and and you are able to have reserve agents still handle the overload. This is a much more preferred way to process calls because it allows the customer to keep their place in the queue, but still allows you to have an aux list of secondary agents available.

Enable Secondary Queue Members(Required)

Yes

You can indicate secondary members, as permanent or log-in. Using secondary members, allows you to define a secondary (backup) group of agents to answer the queue; when there are no primary members logged in and there are no permanent primary members; when a caller has been waiting too long; or when there are too many callers.
You can use any or all 3 of the criteria, and if any are true, then the Secondary members are added to the queue and are rung according to the same ring strategy with the primary members.
We recommend enabling secondary queue members if you have agents that cover multiple queues and act as reserver resources for other queues where you would normally have them login to take calls.

No Primmary members logged in(Required)

Yes

Enabling this to send calls directly to secondary agents when no primary members are logged in or no permanent primary members are assigned.

Seconds Waiting(Required)

Please enter a number from 0 to 9999.

Send caller to secondary members if they have been waiting longer then the specified period.

Be sure that you allow time for the secondary users to respond to calls when specifying your In Queue Call Routing times. In Queue Call Routing will take precedence over secondary queue members.

Callers Waiting(Required)

Transfer to secondary queue members if the specified number of calls are waiting in the queue. Be sure to adjust your settings under In Queue Call Routing to allow secondary members to take the calls.

Secondary Members Group(Required)

Enter the group name that will contain the secondary members for the specified queue.

We recommend adding a '- primary' and '- secondary' suffix to your group names to help keep track.

Note: Secondary members can not be part of the primary group.

Secondary Membership Type(Required)

Permanent Members

Agent Login

Dedicated Queue Login/Out Extension

If you specified Agent Login for Primary or Secondary group members, you can specify a dedicated login/out code here. Leave blank to use existing agent login/out codes

Virtual Queue Type

In Member Waits mode, the customer's experience is considered more valuable, and their position in the queue is respected. In Caller Waits mode, queue members' time is considered more valuable than the customer's, and calls waiting on hold may pass to queue members ahead of virtual calls that Switchvox is attempting to bring back into the queue.When and how often that might happen is dependent on the timing of when members become available and how long it takes to retrieve a virtual caller.

Additional Call Back Attempts(Required)

Please enter a number from 0 to 1440.

Enter a value between 0 and 1440. If Call Back Attempts is 0, after the initial callback attempt the caller is removed from the queue and no more callback attempts are made.

Minutes between Call Back Attempts(Required)

Please enter a number from 1 to 1440.

Enter a number between 1 and 1440 (1-day).

Queue Permissions (Switchboard)

These are for users that should have permission to view the status of the queue. By default no one gets permission and you must explicitly specify each individual requiring access.

If you have multiple agents that need different permissions list all the agents on one line with the proper permission selected.

Extension(Required)

For multiple agents separate extensions by a comma e.g.: 1000,10001,10002 All users listed will receive the same permission selected.

Permission(Required)

Extension

For multiple agents separate extensions by a comma e.g.: 1000,10001,10002 All users listed will receive the same permission selected.

Permission

Extension

For multiple agents separate extensions by a comma e.g.: 1000,10001,10002 All users listed will receive the same permission selected.

Permission

Extension

For multiple agents separate extensions by a comma e.g.: 1000,10001,10002 All users listed will receive the same permission selected.

Permission

Pre-Queue Logic

Call logic such as time condition checks, survey setups, greetings, and instructions to callers are not features of queues and must be handled by an existing IVR. Please specify your pre-queue IVR to be used for directing calls to this queue. If you need assistance in designing or modifying your IVR setup please call: 1.855.252.8788 opt 2 to speak to an account specialist.

Setup - Prequeue Logic(Required)

Yes

Specifying Yes here will require defining a setup of call control logic that happens before the call is delivered to the requested queue.

Use existing IVR(Required)

Yes

Specifying an existing IVR will result in that IVR being modified to redirect to the newly requested queue. Any existing logic will not be modified.
Selecting No will require a new IVR to be built. This will require new IVR Logic and additional information to complete.

Existing IVR

Enter the existing IVR number or Name to use.
IVR's may have multiple extensions assigned to different entry points. Please use the IVR EXTENSION number for exact reference point and avoid using the IVR Name.

New IVR Number(Required)

Please enter a number from 100 to 9999.

Specify the new IVR number to be assigned.

IVR Name(Required)

Unique name for the IVR

IVR Instructions(Required)

Provide detailed instructions of the intended logic to be applied in this IVR.
This includes any flow control such as:

Holiday check
Time Condition Checks
Opt-in/out options
Announcements/messages
Menu Options to redirect caller
Data Collection
Customer Survey Opt-In

All logic flow control needs to be defined in your IVR's. If you need assistance creating a new workflow, please call 1.855.252.8788 opt 2 to speak to an account specialist.
IF playing back audio please specify the exact recording name stored on your system. If you need new recordings created please specify so in your description.

Assign Phone Number(Required)

Yes

Do you need an inbound phone number assigned to this IVR/Queue?

Existing Number(Required)

Yes

Do you want to assign an existing number to this?

Inbound Phone Number(Required)

Please specify an inbound number assigned to you to be pointed to the IVR specified above.

New Number type(Required)

Specify the type of new number you wish. This number will be added to your account. Numbers will be randomly assigned. If you need assistance in locating a special number, please call 1.855.252.8788 opt 2

Areacode(Required)

Please enter a number from 3 to 3.

Please specify the area code for your local access number. If the area code is part of an overlap an alternative overlap areacode may be required.

Authorization

Please confirm/approve the requested changes.

Name(Required)

First Last

Email(Required)

Phone(Required)

Signature(Required)

CAPTCHA

Please note that if you are under an MSA, a separate call flow diagram may be updated to reflect changes and may require additional approval if the call flow structure requires changes to be made.