To maximize the effectiveness of your queue, it's crucial to integrate it with a call flow.
Connecting a queue to the call flow
- Upon accessing the IVR call flows section IVR call-flows > call flows you should begin by creating a new call module - Simply click the "Add" button at the top right
- Set Up an Automatic Call Distribution (ACD) Module by selecting it from the drop down
- Assign a name and press save
- The "edit" mode of the module will appear - navigate to the "Settings" tab
- Select the queue you adjusted in the previous section
- Ensure to enable the "Queue entry condition" and select the trigger "Always" also created in a previous section
- Click 'Save' to finalize your settings.
For your reference, feel free to review the screenshot below:
If you prefer to follow the video guide.
Once you finished the setup of the ACD, you can always go back and edit the ACD module.
Connecting the ACD module to a phone number
For your ACD to function, it must be linked to a phone number. Here's how:
- Navigate to IVR call-flows > Numbers
- See if there's already a number associated with your account. If not, reach out to the babelforce team at email@example.com.
- If you have an assigned number, use the drop-down menu beside it to connect it to your desired module. Pick the ACD you created in the previous step above
For a step-by-step visual guide, you can refer to the video tutorial provided.
Testing Your Call Flow
- Make sure your test agent is set to "Available:"
- Navigate to Routing & queueing > Agents
- Select the agent you wish to use for tests.
- In the 'Presence' column (2nd from the right), switch the state to 'Available'.
- Dial the number linked to your call flow to ensure it rings.
- Your test agent should now receive the call.
For those who favor visual instructions, there's a video guide available.
You've successfully established a basic call flow! Ready for more? In the following sections, we'll delve into incorporating elements like business hours, holidays, triggers, and switch nodes.
Be ready to dive in to the next segment about opening times and holidays!