Call Center Settings

Call Center Settings

With EMAK Talk call center, you can route incoming calls into queues and route these calls to call center agents on your system as they become available. There are many advanced workflows and rules that can be set up to define how calls get routed to make sure your agents are able to handle calls effectively. In this article we will explain the options that are used to customize call center routing rules.

Call Center Basics

A call center consists of agents and queues.

Agent: A user on your phone system that will answer calls routed via call center. Agents can belong to multiple queues. Agents can also log in and out of queues. If an agent is signed out, calls will not be routed to this agent so inbound callers will not have to wait for an agent that is unavailable.

Queues: Queues function as a “bucket” where incoming calls get placed on hold until an agent becomes available to take calls.

Call Center Strategies

Defines rules used to determine which agents will receive incoming calls. If an agent does not pick up, the system will continue to try agents following the selected strategy until the call is answered or the queue timeout is reached (see Max Wait Time).

  • Agent with Least Talk Time: Rings the Agent that has the least time talking.
  • Agent with Fewest Calls: Agent that has the least calls will ring.
  • Longest Idle Agent: The agent will ring who idles the longest depending on their tier level.
  • Ring All: All agents ring simultaneously.
  • Random: Agents will ring randomly not in any particular order.
  • Ring Progressively: Agents will ring the same as top-down and will progress until each agent ends up ringing.
  • Round Robin: Will ring the next agent available in line.
  • Sequentially by Agent Order: Agents will ring in a sequence by the tier and the tiers order.
  • Top Down: Agent rings in order starting from one.
Call Center Settings 1

Agents

Select agents from the drop-down list and specify tier level and tier position.

Music on Hold

Select the desired hold music. Music on hold, streams and ringtones can be used.

Time base score

  • Queue: Caller in queue time will start. If the caller goes to another queue the time will start over.
  • System: Caller in queue will have their wait calculated as soon as they enter the system. If a caller chooses the wrong queue, when they get to the correct queue the timer won’t start over again.

Max Wait Time

A value of 0 is the default and equals an infinite amount of time. Any other numeric value is calculated in seconds.

Max Wait Time with No Agent

Enter the max wait time with no agent. EMAK Talk sets the default to 90 seconds and the Timeout Action will be used if there are no agents available.

Max Wait Time with No Agent Time Reached

Enter the max wait time with no agent. EMAK Talk sets the default to 30 seconds and the Timeout Action will be used if there are no agents available. It is recommended to set this to a reasonably low value so that callers do not wait in a queue indefinitely when no agents are signed in.

Timeout Action

Set the action to perform when the max wait time is reached.

Tier Rules Apply

  • True: Set the tier rule rules apply to true. The defined tiers will be used.
  • False: Set the tier rule rules apply to false. All tiers will be used.

Tier Rule Wait Second

30 seconds is default. Enter the tier rule wait seconds.

Tier Rule Wait Multiply Level

  • True: The number of seconds the caller waits until the next tier. This value will increase (multiply) if Tier Rule Wait Multiply Level is marked true.
  • False: Tier Rule Wait Multiply Level is marked false then after the set number of seconds pass the tiers in order will execute with no wait.

Tier Rule No Agent No Wait

True: Setting is enabled.
False: Setting is disabled.

Discard Abandoned After

Default is 900 seconds. Sets the discard abandoned after seconds.

Abandoned Resume Allowed

  1. True: Setting is enabled. Permits a call to resume their position in the queue but only in the amount of seconds set in discard abandoned after.
  2. False: Setting is disabled.

Caller ID Name Prefix

Set a prefix on the caller ID name.

Announce Sound

A sound to play to a caller every announce sound seconds. Needs the full path to the .wav file.

Announce Frequency

How often the announce sound is played in seconds.

Exit Key

Keys to quit the current queue waiting.

Description

Enter a description to help organize and define what the queue is for.

Agent Call Center Login

Agents can login to call center with *22 from the phone or via the EMAK Talk web interface. Admin and Super Admin accounts can also log other agents in or out.

Posted on April 30, 2020

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