The Ultimate in Network Based Call Queue Control

You know the problem our operators are working at maximum efficiency, yet inbound peaks often exceed your ability to answer all calls...

With simple economics dictating that lost calls mean lost revenue, you need an intelligent queue manager an effective system that will answer calls, provide tailored ‘waiting ’messages and inform customers of their rising position in the call queue. That system is Queue Manager.

The Ultimate in Call Queue Control

Ideal for any call centre or telemarketing environment that experiences inbound ‘peaks ’, Queue Manager automatically answers inbound calls, holds them in the network and regularly informs the caller of their position in the call queue.

An inbuilt call counting facility allows you to control the number of calls directed to up to two terminating numbers, when maximum queue size is reached, and services are configured using a web-based interface with a special administration line allowing you to record your own prompts.

Queue Manager also includes a “queue jump” feature permitting you to offer a priority service for special customers, and whilst the system is designed for stand-alone operation, it can also be incorporated into any bespoke IVR situation.

Service Configuartion

Queue Manager offers the following options:

• Up to 2 out-dial numbers to try when a call reaches the top of the queue.
• Time in seconds to ring the out-dial number.
• Number of call attempts to make when on-hold.
• Time interval between playing hold messages.

Queue Configuration

Call Manager also provides total control over the set up of the queue, with the following options available:

• Maximum queue limit.
• Maximum time a call can remain in the queue.
• Maximum number of simultaneous calls that can out-dial.

Service Announcements

A special security protected administration line allows you to configure all customer prompts and messages, with all changes occurring within 2 minutes.

Prompt options are as follows:

• On-hold message or standard on-hold music.
• Welcome message to be played before the call is queued.
• Busy message to be played if the queue is full.
• Current “position in queue” message.
• 5 other message options while caller is queued.

Service Statistics

Both dial-up and on-line access to the Call Care reporting system allows you to see exactly how many calls your service is receiving hour-by-hour and permit