A crucial part of any contact center system is your incoming calls. You will want to field these calls as most of them will either be calling you back or you have a number you are marketing and need to field those incoming calls. Here we will go over how to set up an inbound Que.
Step one- First thing you will need to do is be logged into your contact center application.
Step two- Navigate over to inbound and then inbound ques.
Step three- In the upper right of your screen you will have an add new inbound button, go ahead and click that.
Step four- Now the hard part, you will need to fill in each of the sections on this pop up. Anything with a star must be filled in. Your screen should look like below.
Step five- Now you will be selecting the agents you want to field the calls coming into this Que. Use the slide bar to either select certain agents or use the top slide bar to mark them all. You do not need to select rank or grade at this time. After you have selected the agents you want hit the next button.
Step six- This is the last step, here you are going to select which campaigns can take these inbound calls. Use the selector to choose which campaigns will take these calls. If this is a Que that will have calls transferred to via the agent interface make sure you mark the correct campaigns to allow the agent to transfer to this campaign.
There you go you have set up your inbound Que. You can always go back and modify these Que by going to the inbound and then inbound Ques.
Important things to keep in mind:
- Always have the agent that you have added or unchecked to log out and then back in for the effects to take effect.
- If you need to point a number to your new Que click this link for help.
- You can always find out what inbound Ques are tied to a campaign by going to campaigns and then campaign and click the inbound icon on the campaign.
We're here to help - if you need assistance, please contact the Ytel support team at 800.382.4913, email support at email@example.com or you can click the live chat button at the bottom right of your screen.