1stream View Required
1stream View Required
This feature is available for only 1stream View licensed users and higher plans. If you don't have this and would like this feature to be available, please reach out to your Sales Representative to upgrade user licensing.
Why Setup Preferences?
When setting up call queues in the bvoip phone system, Administrators can elect settings for agents to help keep them within desired metrics. Each call queue has preferences that can be set individually.
Accessing Call Queue Preferences
- Login to the bvoip phone system.
- Click on the Call Flow drop-down menu.
- Go to the Call Queue subsection.
- Select the Edit button for the desired call queue.
- Go to the Advanced tab.
- Scroll down to the Queue Preferences section.
Call Preference Breakdown
Wrap-up Time (seconds)
This option will give the agent time to enter notes into the call record, after taking a call in the specified seconds value.
Maximum Callers in Queue
This option will use the provided value to determine when to route calls according to the settings in the Destination if No Answer section after reaching the specified threshold.
Priority Queue
This option will prioritize calls from this queue over calls from other queues the extension agents are a member of. Example: A support team has one queue for normal support calls, and another queue for VIP customers, so even though serviced by the same agents, calls from the VIP queue get presented first even if another non-priority call has been holding for longer.
Configure SLA Time in (seconds)
This option will have the calls that remain unanswered in the queue considered as breaching the SLA time limit in relevant reports and statistics if they exceed the number of seconds set in this field.