Call Centre for BT Cloud Voice and how to use it
Call Centre for Cloud Voice helps you deal with a large number of incoming calls. It:
- Sends incoming calls to a group of users, so that anyone available can answer
- Queues calls that can’t be answered immediately
- Can give announcements and play music to people in queues
- Can divert calls if the group doesn’t answer
- And you can get call statistics emailed to you
How to set up a Call Centre for BT Cloud Voice
- Sign in to the BT Cloud Voice Portal.
- From the dashboard select your Site.
- Select Features on the left.
- In the Call Centre tile click the settings icon.
- Click Add Call Centre.
- Name the call centre.
Doing this means, the calling ID name will show on your device when you receive a call. If you don't want this you can name it “..” this way only the customers’ number will show when calling you. - Select a public phone number from the drop-down menu.
This is the number you advertise to outside callers. If it’s for internal purposes, choose ‘No number’ and type in the extension number. - Choose either ‘None’ or ‘Plus’ in the Feature pack drop-down menu, then click Continue.
Choosing Plus, provides you with advanced features. - In Queue length, enter the number of callers allowed in the queue – the maximum is 50.
- Choose Call Distribution to set how Call centre sends calls to the group - see what each of these options are below.
- If you want callers to be able to leave the queue, tick Allow Callers To Dial Number To Escape From Queue. This will follow your busy treatment.
- You will ten need to give your Call centre a password.
- Click Continue.
- Choose your Agent Settings – these are described below. Continue setting up the other options you need – all of these are described further down this article.
- Click Save after you’ve finished.
With Call Centre you can control how calls are sent around your group, what your customers hear when in the queue, and how your Users are set up, as well as getting reports. The various options are listed below.