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Call Queuing
Distributing incoming calls for small businesses
Designed to work
with Allworx systems.
Sold as an option.
It’s fi nally here … the cost-effective call queue
Call Queuing
The Allworx® Call Queuing™ solution displays on your PC and integrates with
your Allworx phones using any Allworx system.”
“Allworx has earned us more
business and sales through better communication.”
John Crowley, President, Biznetix
Multiple simultaneous queues. Allworx Call Queuing supports up to 10 queues with 16 calls per queue and 32 calls across all queues, at anytime, when using an Allworx 10x or Allworx 24x. When using an Allworx 6x, you can have 10 queues of 8 calls per queue and 16 calls across all queues at any time.
Answering options. Unlimited number of Allworx phones can be programmed to ring when a caller enters the queue, and the fi rst phone to pick up gets the call. This makes it possible to set up workgroups assigned to specifi c queues. In addition, each queue can be answered by any phone by dialing a simple system extension. (The call queue feature can be combined with built-in VoIP support for attractive international calling rates.)
Remote user support. Users at remote sites can participate in call queues at the touch of a button — now companies can really offer 24-hour support by hiring people in various time zones.
Continuous status. The status of each call queue is continuously updated on your pc — allowing you to quickly check vital statistics such as number of callers in queue, longest wait time, and average wait time.
First in, fi rst out. Callers waiting in queue can be assured that their call will always be answered in the order it was received. Callers have the option of aborting the queue and proceeding directly to voicemail, if so desired.
Custom greetings. You can record your own custom greeting for each queue; each queue can be confi gured different ly.
Wait notifi cation. Callers in queue will hear system hold music or a custom message played at programmed intervals.
Ring settings. Each phone can be set to respond to queue conditions differently, including different ring cadences, ringing after a user-specifi ed number of callers enter the queue or after callers have exceeded a user-specifi ed time period. Calls can be directed to managers or co-workers if wait time becomes too long.
Visual indicators. Allworx phones indicate the status of the queue line through variations in the color and blinking of feature keys.
Programmable Feature Keys. The Allworx phones can be set so that specifi c keys light up to represent specifi c call queues, making it easy to identify which queue is signalling. Users can “login” and “logout”.
Descriptive queue names. In addition to its queue number, each queue can be assigned a friendly descriptive name which appears whenever dropdown menus are available, or on your phone display when the phone is ringing.
Call detail reporting. The data from the call queues can be exported easily to Microsoft Excel or other spreadsheets for further analysis.
Software key activation. The call queue feature can be activated at any time by purchasing a software key from an authorized Allworx reseller.
Presence routing. Users can direct their presence settings to route incoming calls to any of the call queues (in addition to voicemail, auto attendants, another extension or an outside line or cell phone).
Page 2, Allworx Call Queuing Overview
solution designed for small businesses!
Callers in Queue
System shows number
Queued Calls
Displays on your PC and is continuously updated with vital information.
Queue
Lists all active queues, each queue can be given specific extensions and descriptions.
of callers in each queue.
System Administration
Every Allworx system comes with a browser based system admin tool which lets you setup, change or adjust key features such as Call Queuing.
Longest Wait
System tracks the longest wait time of caller in queue.
Average Wait
System tracks average wait time across all callers in queue.
Allwor x Call Queuing Over view, Page 3
Allworx® Call Queuing
Allworx Call Queuing is a perfect business solution for answering
customer demands.
The ultimate in customer satisfaction
With Call Queuing, small companies can now afford 24/7 customer support by hiring people in different time zones to take incoming calls. When it is essential that every call into your company be answered, Allworx Call Queuing is the best and most cost-effective answer.
How it works
The diagram below shows how Allworx can enable a limited staff to help many customers.
Customers Your s ta f f
A
D
B C
Queue 1: Support
Queue 2: Sales
Any Allworx system
A Customers around the world call into your phone lines throughout the week.
B The Allworx system answers every call with customized auto attendants.
C Based on keypad responses, callers are put into specific queues. Callers waiting in queue hear
system hold music or a custom message played at programmed intervals.
D Your staff in any location answers the calls in the order that they were received.
For more information, call 1-866-ALLWORX or visit allworx.com.
Toll Free 1- 8 66 -ALLWOR X • 5 85 - 421-3 850 • w ww.allwor x.c om
© 200 6 InSciTek Mic rosystems, Inc. All r ights reserved. A llworx is a registere d trademark of InSc iTek Microsyste ms. All other names ma y be tradema rks or registered tra demarks of th eir respec tive owners .
P/N: 8520084.3
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