A crucial part of any contact center system is being able to receive incoming calls. Some customers may try to call you back from a missed outbound call, or you might have an inbound phone number you are using for marketing purposes. All of these are good reasons for setting up your inbound queue. Next, we will go over how to set one up.
Step one- First thing you will need to do is be logged into your contact center application.
Step two- Using the Dashboard on the left of the screen, select "Inbound" and then select "Inbound queues":
Step three- In the upper right-hand corner of your screen, click the "+ Add inbound queue" button to create your new inbound queue:
Step four- Next, 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 queue. 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 your agents, click the "Next" button:
Step six- Final step, here you will need to select which campaigns can take these inbound calls. Use the selector to choose which campaigns will allow inbound calls. If this is a queue that will have calls transferred to it via the agent interface, make sure you enable the correct campaigns to allow agents to transfer to this campaign, by allowing transfer group:
Congrats! You have set up your inbound queue. You can always go back and modify these Queues by going to the inbound and then inbound queues.
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 queue click this link for help.
- You can always find out what inbound queues 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 via email at firstname.lastname@example.org or you can click the live chat button at the bottom right of your screen.