Call Centre for BT Cloud Voice and how to use it

Simultaneous

Calls ring on every available phone in the Call Centre at the same time. The first person to answer takes the call. If nobody in the group is available, the call joins the queue.

Regular

Calls ring on each phone one at a time, until somebody answers. The first person on the list always gets the first ring. If there’s no answer, the call joins the queue.

Circular

Similar to Regular, but instead of starting with the first person in the list every time, Circular instead rings the person listed after the person who answered last time.

Uniform

Calls go to the person who has been available the longest.

Weighted

Using the BT Cloud Voice Portal, the administrator can set weights for everyone in the group – so that people given higher weight are asked to answer calls first.

Here are the different Agent Settings in Call Centre, and what they mean. You can tick each setting to choose how calls are managed in your Call Centre.

Allow agents to log in or log out from the Call Centre

People in the Call Centre group can choose to leave it – or new people can log in to join.

Allow Call Waiting for Call Centre users

Lets people take more than one call at a time. Note this will apply to everyone in the Call Centre – even if they’ve set up their own Call Waiting. 

Allow calls to Call Centre users whose status is set to “wrap-up”

Wrap-Up State prevents a new call being received for a short time after a call has finished. Enabling calls to agents in Wrap-Up State means a new call could connect as soon as the previous call has finished.

When a call has finished, automatically set users state to:

Choose from one of three options:

• Available: users will be able to take calls immediately.
• Unavailable: users will not receive calls.
• Wrap-Up: users will have a short time after a call before they’re available again. This allows time to finish work from the previous call – to ‘wrap up’ that call before moving on to another.

Enable Maximum ACD Wrap-Up Timer

You can select a time limit (up to one hour) for your Wrap-Up State.

There are different options you can set up for your customers to hear, when they’re in the Call Centre queue:

Entrance message

Tick or untick the box if you’d like to play an announcement to callers when they enter the Call Centre.

Select if you want to use the System message or a Custom message - The System message is ‘Your call is very important to us. Please wait for the next available agent’.

Estimated wait message

Tick or untick the box if you’d like to play an estimated wait message to queuing callers.

The settings for this are already input, although you can update these yourself by clicking Manage.

Manage the estimated wait message

• Choose if you’d like to play the message once before joining the queue or repeatedly. If on repeat, type in how often you’d like this to repeat, in seconds.
• Select if the message should be based on waiting time or queue position.
  If you choose waiting time: the caller will hear something like ‘Your call should be answered in approximately x minutes, please hold.’ 
  The time is calculated based on your average call time, which you should input in minutes.
  Type in a wait time limit, after which callers will no longer hear the estimated wait message. Instead, if you tick the ‘Play high volume message’, the caller will hear something like: ‘We’re experiencing a high volume of calls, please hold’.
  If you choose queue position: the caller will hear something like: ‘You’re caller number x in the queue, please hold.’
  Type in a position limit, after which callers will no longer hear the estimated wait message. Instead, if you tick the ‘Play high volume message’, the caller will hear something like ‘We’re experiencing a high volume of calls, please hold’.

Comfort message

Tick or untick the box if you’d like queuing callers to hear a comfort message. The frequency for this is defaulted to every 10 seconds, although you can update this yourself by clicking Manage.

You can also choose if you’d prefer the System message or a Custom message. The system version is ‘We’re experiencing a high volume of calls, please hold’.

On hold music

Tick or untick the box if you’d like queuing callers to hear music. You can choose System music or Custom music.

Select the group of users to ring, when an incoming call is received on this Call Centre. Simply:

1. Choose which users you’d like to receive incoming calls to this Call Centre by clicking Select Users.
2. Search for Users by name or number. To add everyone at the same time, simply click Select all xx Users +
3. If you chose the Regular or Circular Call Distribution setting, click the up and down arrows to re-order the list of Users
4. If you chose the Weighted Call Distribution setting, enter the percentage of calls you’d like each User to receive – this needs to add up to 100% for all Users.
5. You can remove a User by clicking the minus symbol at the end of the line.
6. Once you’ve finished, hit the Save button.
   

Routing

Skip to next user

1. Tick or untick the box if you’d like calls to skip to the next available User.
2. If you switch it on,  you can then choose how many rings before this happens. The default is five rings and each ring is about four seconds. To change this, click Manage, enter the number of rings then click Save.
3. To skip to another available User, if the previous one becomes busy during routing, tick the box.
4. To remind Users they have a call on hold, you can send them a beeping alert by ticking the box Alert user if call is on hold. If you do this, a box will appear with a default alert frequency of every 30 seconds. 
   To change this, click the Manage, type in how often the User hears the beeping alert, then click Save.
5. If you’d like callers to be redirected to an available User if they’ve been placed on hold by another User for longer than a set time, tick the box Skip to next user if call is held. To change the length of time, click Manage, type in how long before skipping to next user, then click Save.

Overflow

Select what happens to a caller if the call queue overflows:

• Hear busy treatment.
• Hear ringing until they hang up.
• Transfer to another number.

If you tick Transfer to another number, a window appears for you to type in the number. Then click Save.

• Tick the box if you’d like to choose a wait time after which your overflow action is initiated. The default is 30 seconds. To change this, click Manage, type in how long a queuing caller waits before your chosen overflow action initiates, then hit Save.
• Tick the box if you’d like to play an announcement to the caller before your overflow action initiates. You can choose if you’d prefer the System message or a Custom message.

Stranded calls - users signed out

Tick an option for what happens if all Users sign out and there are still callers in the queue:

• Left in the queue – until a user signs back in
• Hear busy treatment.
• Transferred to another number.

If you tick Transfer to another number, a window appears for you to type in the number then click Save.

Stranded calls – Users unavailable

Tick an option for what happens to the caller if all Users are unavailable:

• Left in the queue.
• Hear busy treatment.
• Transferred to another number.
  If you tick Transfer to another number, a window appears for you to type in the number then click Save.
  

To help you run the Call Centre as efficiently as possible, you can generate reports based on the statistics of both individual Users and Groups.

User statistics include:

• User name.
• Number of calls received.
• Average time on a call.
• Time busy.
• Time idle.
• Number of calls not answered.
  

Call Centre Group statistics include:

• Timestamp of the reporting interval.
• Number of incoming calls.
• Number of calls queued.
• Number of busy overflows.
• Number of calls answered.
• Average time with User (talk).
• Average time in queue.
• Average time that Users were busy.
• Average hold time before.

1. Tick the box to ensure Daily reporting is on.
2. Click Manage then select a reporting time period from the drop-down menu, either every 30 or 60 minutes.
3. Type in the email addresses of up to two people that will receive the reports.
4. Then click Save.