Most common questions.
Can I continue to use a cascading system?
Absolutely, simply include an agent or a list of agents within your call distribution. Agents and teams can be alternated and you can define the ringing order with a simple drag an drop.
How do I manage my queue length?
In the previous system, the queue was specific to the line. From now on, the queue is defined per team for better call attribution and customer service. You can decide if you want your calls to stay in the loop within each team for 1 min, 3 mins, 5 mins, 10 mins, 15 mins, 40 mins...
What does 'No queue' mean in practice?
You can decide that you don't need a queue by selecting 'no queue' in the distribution. This means that after the call has rung for the standard 30 seconds, it will then transit to the next ring group in the call distribution.
Is there a limit to people within a team?
There is no limit or minimum number of users within a single team. Your team can be composed of 1 person or your whole company. This gives you the flexibility to define queue length and distribution for as many users as you like.
What are the different types of distribution for a team?
You can select ring 'simultaneously' on all available teammates. For example, if you choose simultaneous ringing with 'no queue', an incoming call will ring to all agents within the team for 30 seconds before going to the next group.
You can also select 'even distribution'. For example, if you choose 'even distribution' and your queue is 1 minute long, an incoming call will randomly ring to the available agents within this team, for 30 seconds per agent before going to the next group.
My team works shifts, what are the implications?
Shifts can be addressed directly through the user's working hours rather than the distribution of the lines.
Are there any specific configurations for IVRs?
You don't have to change anything if your line is an IVR.
Give it a try!