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Unit – IVR Action – Call Transfer – Round Robin Queue

Introduction

This option holds ringing calls in a queue waiting for users to become available. The basic round-robin ACD attempts each user in a circle. The ACD Queue adds waiting audio and can read the position in the queue to the caller.

Note in this animation the user is offline. When the status becomes available the holding call rings. The ACD with Queue holds incoming telephone calls in a queue until the next agent is available.

When the user becomes available the holding call rings.

Configuring Fastcall

There seems like a lot of settings, but this is really straight forward. It is important not to leave settings blank when we say they are required. Or your calls can fail.

Fastcall ACD Settings for Queuing Inbound Calls.
Fastcall ACD Settings for Queuing Inbound Calls.

You will need to configure the following settings:

  1. Action: Call Transfer
  2. Transfer Target: Group (if you have not done so already, create the group then add Fastcall users to the group)
  3. ACD Strategy: Round Robin Queue

Here is an explanation for each setting.

  • Introductory Automated Message: This will play when the IVR is activated and the Call is placed in the Queue. Should be configured to play a greeting.
  • Round Repeat Times: How many times the Round Robin goes through its users.
  • Queue No Answer Timeout: Should be set to the maximim time you want people to wait in the queue before it counts as ‘no answer’.
  • Use Waiting Audio & Queue Waiting Audio: This audio is played while the user waits. Try some soothing music or information about the company.
  • Say Position in Queue & Position Message: A robot voice that is played in between the Queue Waiting Audio. If there’s no Queue Waiting Audio, this will loop.
  • Waiting Menu IVR: Allows a caller to get out of the IVR and chose another option. “Press 0 to leave a voicemail…” That IVR is set here (optional).
  • No Answer IVR: See the training unit on IVRs, but this is where you can direct the Caller to voicemail or back to a main menu. This must be set.
  • Missed Call Owner: Salesforce requires that Tasks have an owner. You set this ownership here. This must be set.
  • Missed call emails can be sent to a single user or to all users in the group.
  • Missed calls for No Answer IVR. Sends more email.

Once the IVR is configured, you will need to assign it as the inbound routing behavior for a phone number or trigger it from another IVR as per the training unit on IVRs. IVRs are followed in order. You are creating individual steps that are joined together. The first IVR is assigned to the phone, then each later IVR is joined to the prior. For example:

  • Time of day IVR
  • Menu
  • Transfers
  • Voicemail

Time of day may always be first and assigned to the phone. Voicemail may always be last.

Round Robin Queue behavior

When a call comes in the introductory automated message will play. The call will then be created by Fastcall and placed in the queue for autoamated call distribution (ACD). The first caller in the queue will be distributed to an available user as a ringing phone call. Calls are distributed in a circle – Round Robin. When a user picks up, the caller is removed from the Queue and the next waiting caller is distributed. While in the queue, the caller will hear the waiting audio and position message. If a caller is in the queue longer than the queue no answer timeout, they will be redirected to the no answer IVR which coudl be another group, voucemail or a call center.

Last updated: Fastcall v6.96, 2020-10-20