The Call Queue Groups (Teams) setting in Emitrr allows you to efficiently manage team calls. Calls can be forwarded to different queue groups either through the IVR menu or directly. This ensures that incoming calls are routed to the right team or department.
To access Call Queue Groups (Teams), go to Settings from the left-hand sidebar >> select Call Queue Groups (Teams) under Phone Settings.
Creating a Call Queue Group
To create a new call queue group, click the Create New button in the top-right corner >> Enter the name of the call queue group >> Click Create.
On the next screen, under Queue Group Members, click Add Member to add users to the group.
Call Greeting & Hold Music
In this section, you can:
1. Set up a custom greeting to play when callers reach the queue.
2. Configure hold music to play while callers wait to be connected with an available team member.
Call Handling & Members
This section allows you to define how calls are distributed and handled within the queue.
1. Forward Calls to Queue Members: You can choose how calls should ring team members:
Simultaneously: Rings all members at once.
Sequential: Rings members one by one in order.
Round Robin: Distributes calls evenly among all members.
2. Maximum Caller Wait Time in Queue: You can set the maximum time a caller can wait before the system takes further action.
3. If Call Not Received: You can define what should happen if no one answers the call:
- Forward to Extension: Redirects the call to another extension.
- Forward to Number: Forwards the call to an external phone number.
- Forward to Voicemail: Sends the call directly to voicemail.
- Play Voice Response and End Call: Plays a pre-recorded message and ends the call.
- Transfer to Missed Call Auto Reply: Routes the call to the missed call auto-reply system, which can send an automated text response and offer the caller the option to leave a voicemail.