ACD Queues allow you to support both phone and email inbound queues for your organization. Support for ACD Queues in Fenero Manager lets managers control every aspect of their inbound programs, including message prompts, hours of operations and after-hour rules, dynamic options to offer callers in queue, and customizable dispositions. Click the "ACD Queues' app to bring up existing queues or to create a new one.
Click on New ACD Queue or Edit next to the queue you would like to modify. This will bring up the screen below, which allows you to setup your queue as desired.
Name: Enter a friendly name for this email or phone queue.
Type: Select Phone Queue or Email Queue based on your requirements.
Active: Set whether this queue will be available for accepting incoming calls or emails.
The remaining options on this screen have been outlined to be self-descriptive, ensuring that you can quickly grasp its purpose. Configure the fields as required for your queue and click the Save button at the bottom to save your changes.
- Setting a limit option to 0 will completely disable the specific setting. If the number of calls in queue limit is set to 0 as displayed below, this ACD queue will NOT have a queue limit and will allow an unlimited number of calls to remain in the queue.
- If the 'Save' button is grayed out, that means a setting was missed. Please double check and make sure all options have a selection specified.
Managing Inbound ACD Hours of operations
ACD Queues allows you to easily control the hours of operations for your queues and the actions that should occur after hours. Select the Hours tab in the edit screen to bring up the following screen:
The top portion of this screen allows you to control your hours of operation for each day of the week. If all days are the same, simply check the 'Same for all days' option and specify a single start and end time.
For calls that come in after your normal business hours for this queue, you can program the system to perform certain actions. Select the options you would like and click Save to save your changes.
Control customer in-queue options using Retention Bait
One of the major advantages of Fenero's ACD Queues feature is its robust feature options provided to callers while in queue. The Main tab allows you to play the callers place in line or estimated hold time, while the Retention Bait tab allows you to present dynamic options to callers at specified intervals while they're waiting. Click the Retention Bait tab to view the options shown in the screen below.
Retention Bait allows you to offer up to 3 options to callers while they are waiting in queue. The action that you specify will be executed if the caller chooses the digit associated with that action. For example, in the screen above, pressing 1 will allow the caller to continue waiting for the next available agent.
These options will be offered to callers after spending the specified number of seconds in queue ("Offer callers the following options after being in queue longer than X seconds").
Pre-selection Prompt allows you to play a message after the specified seconds have been met.
The Post-selection Prompt allows you to play a message afterthe user has selected an option (such as "Thank you for continuing to hold" if the user presses "1" to continue waiting).
After all desired options are selected in the ACD settings, click 'Save' to save the changes.
The final step to getting the ACD queue up and running is to make sure the campaigns the agents will log into to handle calls is/are setup to allow the inbound ACD queue. This is managed in the Queues tab of the campaign settings. To allow inbound calls on the campaign, perform the following.
- Open the 'Campaign' application
- Select 'Edit' on the campaign you would like to allow inbound calls on.
- Navigate to the 'Queues' tab of the campaign
- There use the 'Allowed Inbound Queues' dropdown to select ALL inbound queues you want to allow on the campaign.
After all desired inbound queues are selected, click 'Save' to finalize the setup.