Features (call queue)

General features available:

•Many call delivery scenarios:

•Dynamic call queue destination depending on amount of callers in the queue

•Dynamic call queue destination depending on call time in the queue

•Dynamic call queue destination with preferred agent groups

•Dynamic call queue destination with sequential call delivery

•Dynamic call queue destination with rotary call delivery

•Dynamic call queue destination with random call delivery

•Dynamic call queue destination with longest waiting call delivery

•Dynamic call queue destination with custom (scriptable) call delivery

•Group delivery to free agents only

•Call delivery to specific device types like SoftClient, SIP-device, H323-device, Mobile only...

•Instant call delivery to skip queuing latency, the number of delivered calls is evaluated from the number of free agents instead of delivering only the first call in queue

•Last agent delivery to deliver the call the the agents or employee the caller has been connected on his last call

•Call priority, add call to top or bottom of call queue

•Different or random music on hold for each call

•Music on hold for external caller while call is delivered internally

•Music on hold fading during announcements automatically

•Logon state checking as shown in SwyxWare Administration

•Closed condition including voicemail

•Logged off condition including voicemail

•Escalation condition including voicemail

•Timeout condition including voicemail

•Multiple time adjustable and repeatable announcements within the queue telling the caller to be patient

•Selection menu in queue with possibility to connect to destination, voicemail or request callback

•Simple and advanced callback request

•Announcement of caller position in the queue

•Mail notification on not delivered calls

•Mail notification on logged off condition

•Mail notification on lost calls

•Return values in ECR to determine the result of the call queue action

•Many more parameters (over 100) ...