Auto Attendant / IVR

Queue Distribution

To make the handling of queues more efficient, the administrator can set:

  • Destination of calls

Defining which types of devices the calls are distributed to. Your own personal call routing rules will not apply in this case.

  • Distribution of calls

Time and presence can be used to manage calls. The call can be passed on to the next agent after a defined number of seconds, and if no-one is available to take the call, it can be forwarded to a pre-set number.

  • Queue overflow for incoming calls

If the pre-set number of users in the queue or the maximum waiting time are exceeded, the caller can get a busy tone or be forwarded to another pre-set number.

  • Handling of queued calls

In addition to being forwarded to a pre-set number after a defined number of minutes or if no agents are available, if the call goes over the defined number of distribution attempts, it can be forwarded to the no attendant number.

  • Missed calls

You can be logged out of the distribution group after a defined number of missed calls.

  • Queue and Agent statistics tabs

ACD supervisors can see the widgets queue statistics and agent statistics for their groups in an extra tab. These allow supervisors to see the group’s statistics, and log agents in and out of the groups.

  • Queue statistics

The queue statistics widget shows all your ACD and attendant groups, with the following details:

  • The name of the group. Click on the group to expand it and see members of the group, with logged out agents having names in grey; agent status; skill, where skill 1 is the highest and 5 the lowest skill; and a button to log the agent in and out of the group.
  • The number of people in the queue.
  • The time in minutes and seconds that the last caller waited before the call was picked up.
  • The time in minutes and seconds that the average caller waited before the call was picked up.
  • The number of dropped calls or calls that were hang up before they were picked up.
  • Agent statistics

The agent statistic widget shows all the same info as the queue statistic widget, but it is sorted by agent name instead of group name.

  • Group login

You can see your log in status on the group buttons and log in or log out by pressing the buttons.

The buttons are highlighted for the groups you are logged into.

  • Transfer Calls

There are certain keyboard shortcuts that are only available in Attendant view, and have been designed to make your life easier and speed up call handling. You can customise all of the shortcuts in Settings > General > Keyboard. There are 2 different options to transfer calls:

  • Blind Transfer

MiCloud will automatically focus on the search field when you answer a call. If you want to do a blind transfer, search for a contact or enter a number to transfer the call to. If the search result is only one contact or number, then press the Blind Transfer key, but if the search comes back with multiple contacts, you can navigate the contact list using the Navigate Contacts Up/Down keys. If it’s a busy day and you have a number of calls coming in at the same time, the blind transfer function will pick the active call to transfer. If there are no active calls, you have to choose the call with the Navigate Calls Up/Down keys.

  • Attended transfer

An attended transfer allows you to place a call to a contact or a number that the initial call should be transferred to. If there are only two ongoing calls, the Attended Transfer key will do the transfer. However, if there are multiple ongoing calls, you will have to use the Navigate Calls Up/Down keys.

  • Camp-On

This allows you to transfer a call to a busy user. If the user is busy with a call, a personal queue is created, and the transferred call is put on hold in that queue. As soon as the busy user’s call is over, the transferred call in the personal queue is connected. This function is only available for calls that has been made to an Attendant group number. A maximum waiting time can be set, and the attendant – or all attendants in the group – will be notified that the call has not been picked up after this time. Calls can also be re-camped if it goes back to the Attendant via the handy Re-camp key or by pressing enter. If the call is camped-on again normally, and not using the Re-camp button, it will lose its position in the queue and placed last.

  • Transferred calls

If you are busy transferring a call, you will not get the next incoming call until the transfer is complete. If a transfer has failed, a notification will be sent so you can pick up the call again.

  • SMS messages

You can send SMS messages with the Attendant number if this has been configured on the server.

  • Send email and SMS to a contact using call message templates

MiCloud can automatically fill in a form about the current call which you can send to a contact via email or SMS. The pre-defined template text in the email or SMS can be changed in the Options dialogue. You don’t have to worry about opening the mail, because MiCloud sends the email from your default email application, with the template containing the subject and content. The SMS will also be filled in for you, and sent through the application.

  • Send email or SMS for diverted calls

If you have narrowly avoided playing telephone tag and received a call from someone who tried to reach another contact who diverted the call to you, you can click the button to create a new email or SMS.

  • Send email or SMS during an ongoing call

Even if you’re on a call, you can send an email or SMS using the handy button. If you need to send these to someone who’s not on your contact list, you can look up their details using the search function.