BatchDialer's Inbound Call Queue feature provides a variety of options to route your inbound calls to either available agents at the time the lead calls back, to your personal number, a voicemail and more.
Note: You should be setting up Inbound Call Queues for each campaign individually to receive inbound calls.
Once you have clicked on NEW QUEUE, you will see the form to fill the requirements to create an inbound call queue.
- Name the Queue
- Assign it to a Campaign (an inbound call queue must be created for each campaign separately)
- Extensions - Select the same phone numbers you previously connected to the campaign you're making the queue for TIP: Make "groups" for your phone numbers to make it simple to select the same ones! learn more HERE
- Assign Agents - assign the agents you'd like to be answering the calls that come in, you can select them here
- Ring Strategy - Choose how you'd like the calls to ring your agents
Wrap up Timeout and Max Ring Time Duration are essentially the same thing. The amount of time you set here is how long the phone will ring when a contact calls you back while either waiting for an agent to answer or befor going to the destination you set.
In the image below, there are arrows pointing at both the "Ring Strategy" and the "timeout/after hours destination" - If you assigned agents, it will wait this amount of time for them to pick up any incoming calls from contacts. If you wish you have your calls pushed to a different destination like a voicemail or an office number, the time you set here is also how long it will wait before going to the destination you select.
TIP: If you choose not to assign agents, set BOTH the wrap up timeout and max ring time duration to 5 seconds to avoid any delays in getting pushed to the destination (destination options listed further down)
The ringing behavior and Max Ring Time Duration will decide the next level of moving the inbound call as to which destination it should be routed. The options available are:
- Agent: The call will be routed to the agent you may select here.
- IVR/AA: The call will be routed to IVR/AA that you have already setup.
- Hangup: The option selected will simply hang up the inbound call (not recommended)
- Phone Number: You can simply route the inbound call reaching the inbound queue will simply route the call to the phone number you have set. (example: an office or personal number)
- Queue: If selected this option the call will be routed to another Inbound Call Queue.
- Campaign: If you want to contact the Inbound Calls later under a different campaign, you can select this option and add to a specific campaign to contact the lead later.
- Voicemail: If you want the caller to hear a Voicemail greeting and leave you a message, you can select this option and select the already saved Voicemail. (Click HERE to learn how to create audio recordings)
- DNC: You can add the inbound number to DNC if you want, please note that the number will be added to the DNC list and you will not be able to receive any more calls from this number (NOT RECOMMENDED)
After you have made the choice simply click on CREATE QUEUE button to save the Queue. That's it! Click HERE to learn about Step 6: Understanding Call Results