Configure call center link here

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Revision as of 08:46, 13 July 2020 by Liliu (talk | contribs)
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Click Here to return to Call Center Functions: Back


To add or manage a call center queue, click on Call Center Queues from Call Center page: 

      SkyCentralCallCenterQueue.png

From this page, admin user can add a new call center queue or reload call center configuration to the backend: 

      SkyCentralCallCenterReload.png

Strategy field defines the way Sky DANCE system hunts for the agents. For example, if "longest idle agent" is selected, the agent who has been off the call for the longest time (idle) will get the next call. 

      SkyCentralCallCenterStrategy.png

"Max Wait Time With No Agent Time" is the timer value which triggers "Timeout Action" when no agent is available to pickup the incoming call.

The unanswered calls can be terminated, transfer to another extension, extension group or another call center queue. The call can also be routed a the voicemail of any extension: 

      SkyCentralAddCallCenter-1.png
      SkyCentralAddCallCenter-2.png
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