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Music On Hold

Music On Hold Music on Hold can be added per Domain, per Queue, and per User. Each has a Separate function. More information can be found in the Advanced Portal Courses or in the KB article Working With Music On Hold. Per Domain: This is the Default hold music for all features unless specified otherwise through the Queue or User. Per Queue: This is the default hold music for the queue selected, the music will only play for calls routed through the specified Queue. Per User: This is the default hold music for the user only, when the user places a direct call to their extension on hold or transfers a direct call it will play their selected music.

Time Frames

Overview Name: Ensure you have given a descriptive name for the Timeframe so you can assign it later. Always: ‘Default’ is set to always, so this not often needed. Used for special application using complex systems. Days of the week and times: For consistent weekly times, business hours, scheduled support times. Specific dates and ranges: For Holidays, Time Off, Specified company wide training. TIP You are able to use any combination for Time Frames that works for the business, simple is best.

Days of the week Select the days of the week needed with the checkmark box. Slide the start time and end time sliders to the intended values. By clicking the +, it will part the times for lunch hours or split hours if the business is only open in the morning and evening. You can edit this data at any time if hours change. TIP You can use arrow keys after clicking them to fine tune in 5 min intervals.

Specific dates Click on the calendar or the empty field to show the picker. Choose the start date and select the time with the sliders. Follow the same to choose the end date. If you want the whole day, move the sliders to leftmost for start time and rightmost for the end time. Click the icon to add more as needed. You can edit and add more at any time.

Examples These are some examples of how Time Frames would be utilized in a business. Ensure the ordering is correct when using a Time Frame for the call flow. The topmost Time Frame will be honored first, then the others in sequential order. See more on Time of Day Routing in the Knowledge Base.

Call Queues

Name and Extension Name the queue and provide an Extension number. Ensure to use Extensions 5200 to 5299 as they have been system assigned for Call Queues. Using a different extension number may TIP result inarethe billing the All Queues ablesystem to be edited after the fact. queue as a With to Call Park, it has no routing rules to edit. userexception or strange callasrouting behaviors.

Types Overview Types of Call Queues are: Round-robin: Routes callers to the agent that has been idle for the longest period of time. Ring All: Routes callers to all available agents at the same time. Linear Hunt: Routes callers to the available agents in a predefined order. The order is defined when editing the queue agents. Linear Cascade: Routes callers to groups of available agents in a predefined order. The order is defined when editing the queue agents. Call Park: Places callers on hold until a user retrieves them.