Call Queues

Cisco Broadsoft Support TeamCalling Admin Portal

Home Introduction to Call QueuesCreate a Call QueueGetting StartedCall Queue Incoming Call InformationLanguageQueue Size and Overflow SettingsAgent SettingsReportsback to topIntroduction to Call Queues Call queues temporarily hold calls in the cloud when all users (agents) assigned to receive calls from the queue are unavailable. Queued calls are routed to an available agent when he/she is no longer on an active call. Each call queue is assigned a Lead Number, which is a telephone number outside callers can dial to reach users assigned to the call queue. Call queues are also assigned an internal extension, which can be dialed internally to reach users assigned to the call queue. This article includes the following Call Queue features, all configurable from the Calling Admin Portal: Activating and deactivating Call Queues Modifying call queue Profile information and settings Assigning users (agents) to a call queue Viewing call queue reports Modifying greetings and announcement settings … Read More

Music On Hold

Cisco Broadsoft Support TeamCalling Admin Portal

Home What you need to know: The music-on-hold settings for a location are now configurable within Control Hub. This guide reviews the options available for hold music and how to modify them. For more information about features that are migrating to Control Hub, click here. IntroductionFeature PrerequisitesConfigure Music on HoldMusic on Hold Feature Videoback to topIntroduction to Music On Hold An administrator can assign and configure the music callers hear when placed on hold. You can use the default system music, or you can upload a custom audio file to be played. Default: The system plays music to fill the silence and allow the customer to know they are still connected. Custom: Enables you to upload a customized message. Feature Prerequisites Before the music-on-hold service can be used, it must be provisioned for the site. Configure Music On Hold From Control Hub, select the Calling tab. Then select Locations in … Read More

Scheduling

Cisco Broadsoft Support TeamCalling Admin Portal

Home What you need to know: Time schedules are now configurable in Control Hub. This guide reviews the steps an administrator can take to set up and modify time schedules for a location. For more information about features that are migrating to Control Hub, click here. Introduction to SchedulesFeature NotesCreate a New ScheduleModify an Existing ScheduleCreating and Managing Office Hours (Scheduling) Feature Videoback to topIntroduction to Schedules Time schedules are used to support other features (e.g. auto attendants and call queues). A time schedule establishes a set of time slots in which a feature can execute specific behavior. They are used to route incoming calls based on the day of the week and/or time of day. Schedules are classified as either Business Hours or Holiday. Feature Notes Typically, upon install of your service, two predefined schedules are set up and assigned to an auto attendant: Auto Attendant – Business: This … Read More

Auto Attendants

Cisco Broadsoft Support TeamCalling Admin Portal

Home What you need to know: The auto attendants feature is now configurable in Control Hub. This guide reviews the steps an administrator can take to set up and modify auto attendants for a location. For more information about features that are migrating to Control Hub, click here. Introduction to Auto AttendantsIntroduction to Auto Attendants VideoCreate a New Auto AttendantCreate a New Auto Attendant VideoModify an Existing Auto AttendantModify an Auto Attendant Videoback to topIntroduction to Auto Attendants Auto attendants are used to route calls to various destinations, employees within your company, specific groups of employees, voicemail, or other outside numbers. They provide callers with your company greeting and dialing menu options. The auto attendant has two primary modes, one for business hours and the other for after hours. In addition to the primary modes, an administrator can create a holiday schedule for special closures and/or holidays. Each mode allows … Read More