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Call Queue Enhancements

Posted by Ben, 01 Oct 2015

If you're taking lots of calls and are therefore using a Call Queue, you'll be pleased to know we've recently introduced some new features that will help improve the callers experience if they are in your queue.

Call Position and Hold-Time Announcements

You can now select the options in your queue for a caller to hear their current position in the queue, and an estimate of how long they will remain on hold before their call is answered.

Simply navigate to your Call Queues page in Dial 9, and click your call queue to edit it:

Position and Hold Time

For position announcement the options are simply "Yes" or "No", and for hold-time announcement "Yes", "No" or "Once".

Finally, you'll want to enter a frequency for how often you want the caller to be given their queue position and/or hold time.

Announcement Frequency

As always, if you would like help adding these enhancements or setting up a new queue, or if you have any other questions, please get in touch with us either via email to support@dial9.co.uk, or by phone to 01202 912444.

Ben

Posted by Ben on Thu 2nd October 2015

I’m Ben, one of the front end developers here at Dial 9. Along with Rob it's my job to make sure that the website and user interfaces for Dial 9 are as sleek and easy to use as possible. When I’m not in front of the computer you’ll find me building my next gaming PC, watching Formula 1, or climbing a mountain... Occasionally.