A short video:
Call Queueing is putting your customers to wait (in a virtual call queue) when all your agents are busy on other calls. This is optional, that is, you don't have to ask your customers to wait (in the queue). You could also do other things like "Say Sorry and Hangup" or just cut the call & send an SMS saying "Sorry, all of us are busy now. We will call you back".
It looks like this in the Connect applet:
Type text: just let Robocop speak for you or get it recorded ( Get it recorded )
Upload WAV or MP3 file: while their call waits to be connected to your agents. Just upload a .MP3 or .WAV file and choose this option ( Note: The max size of the file should be 2MB )
Record using a Phone: This feature is now disabled. Sorry for the inconvenience!
Choose from your library: Choose from your Library
Let's say you were connecting to the "Sales" group in this connect applet, and if everyone in the sales group is talking to someone else ("busy" state), then the next caller will be put on the queue. In the above example, before getting into the queue, he will hear "All our agents are busy attending to other customers. Your call is important to us. Please hold the line and we will connect your call to the next available associate". Once he is in the queue, he hears certain music for a maximum time of 5 minutes.
In these five minutes, if any of the agents in the "Sales" group finish their conversation, then the caller is automatically unqueued and connected to that agent. The order is "First in first out".
Please note that if there are no agents in the "Sales" group or if their agent's device status is "off" or if their phones are unreachable etc, Exotel will not put the caller in the queue as it is likely that the caller will never have an agent to talk to. There has to be an active ON agent in the group and the agent has to be talking to someone through the Exotel system (either through incoming or outbound calls).
Support contact details: