Files d'attente

Le système de files d'attente permet de placer des appels en attente sans devoir traiter les demandes actuelles ou transférer des appelants vers l'interlocuteur souhaité.

  • Nombre illimité de files d'attente dans un système
  • Annonces périodiques, individuelles et initiales •
  • Distribution des appels automatiques pour libérer ou attribuer des agents
  • Distribution des appels grâce à des critères variés (faire sonner tous les postes, round robin, aléatoire, pause la plus longue en premier, occupation la plus faible en premier)
  • Définition libre du temps de récapitulation pour les agents
  • Annonce le temps d'attente de l'appelant à l'agent
  • Annonce personnalisée à l'agent par file d'attente, par ex. nom de la file
  • Annonce la position de l'appelant dans la file d'attente
  • Enregistrer des appareils mobiles dans des files d'attente • Pondération d'agents (pénalités) : ce critère permet aux compétences de l'agent d'être distribuées dans différentes files d'attente • Pondération de files d'attente (par ex. pour les clients VIP)

The purpose of call queueing

Call queueing is intended to prevent callers from being turned away in the case of insufficient staff capacity. The purpose of the pre-recorded music or messages is to shorten the subjective waiting time. At the same time, call queues can be used for advertising products or services. As soon as the call can be dealt with, the caller is automatically transferred from the call queue to the member of staff responsible. If customer or contract data has to be requested in several stages, multiple downstream call queues can be used.

Legal aspects of call queueing

Different countries have different regulations on call queueing. In Germany, the costs chargeable to consumers as a result of call queueing have been set out in the German Telecommunications Act (Telekommunikationsgesetz) since 2012. Among other things, the law stipulates that the caller may only be charged from the point in time at which he is transferred to a member of staff or handling of the enquiry begins. This also applies to downstream call queues. The call queue ends as soon as information required for handling the enquiry is requested from the caller, either via automated dialogues or by staff.

Technical implementation of call queues

Previously, media such as cassettes or CDs were used for recording music or messages on telephone systems; however, modern telephone systems and cloud telephone systems almost exclusively use digital audio formats. In the case of cloud telephone systems, for example, digital audio formats can simply be loaded onto the system via the Internet and are then ready for immediate use. However, when making recordings of this kind, it is important to comply with copyright law and GEMA regulations (Gesellschaft für musikalische Aufführungs- und mechanische Vervielfältigungsrechte – German Association for Musical Performing and Mechanical Reproduction Rights).

Functions:

  • Any number of queues and collective lines per system
  • Custom, initial and periodic announcements
  • Custom hold music per queue
  • Automatic call routing to free or logged in agents
  • Call routing by various criteria (all at once, round robin, random, longest break first, lowest load first)
  • Freely defined wrap-up time for agents
  • Exceptions for timeout and if no agents are logged in
  • Optional caller hold time announcement to agent
  • Optional custom announcement to agent per queue, e.g. queue name
  • Optional announcement of queue position to caller
  • Log in to queues from mobile devices
  • Agent weighting (penalties). Allows agent skills to be illustrated for various queues
  • Queue weighting (e.g. VIP customers)