Call Queue
Find Information about Aptela Call Queue

A Guide for Queue Agents

Welcome to Aptela’s Department Queuing functionality. This guide will help you to get started. Log in to www.aptela.com/my-account every...
(No rating)  2009.05.04    Views: 702078   

How Does Call Recording Work for Queues (Departments)?

To enable call recording for your account, click here for detailed instruction. Call Recording is an add-on service that incurs fees per user with...
(No rating)  2009.05.01    Views: 2231   

A Guide for Queue Managers

This article should be provided to any designated manager of a department queue. The article named "A Guide for Queue Agents", should be...
(No rating)  2009.04.29    Views: 1380   

About Queue Dialing Methods

Dialing Methods are routing rules that determine how an incoming call should “hunt” for an agent.  With queuing, additional Dialing Method...
(No rating)  2009.04.29    Views: 2373   

How Do I Distribute Calls in a Managed Order? (Ordered Distribution)

The dialing method for Ordered Sequential, Ordered Blast, and Ordered Tiered will distributed new calls based on the order in which your agents...
(No rating)  2009.04.29    Views: 1200   

Setting up a Queue

Aptela Queues is a purchased add-on feature. If you would like to add this feature to your account, the Account Operator must submit a support...
(No rating)  2009.04.29    Views: 1994   

What are "No Answer Destinations" for Queues?

No Answer Destination is a rule for where you wish to direct an inbound caller if the agents in queue never pick up the phone.  To set or modify...
(No rating)  2009.04.29    Views: 790   

Queue Reports

Reports can be run for various date ranges and will be delivered as a Microsoft Excel (.csv) file that can be downloaded for further processing...
(No rating)  2009.04.29    Views: 1570   

Troubleshooting for Queue Users

This article outlines several problems that queue customers have experienced and proposes solutions. To report problems outside of the below or...
(No rating)  2009.04.29    Views: 606   

Refreshing Agent Status / Agent Presence

Sometimes an agent will appear available for calls in the queue, but stops receiving inbound queued calls.  To resolve this issue: The agent or...
(No rating)  2009.04.22    Views: 792   

Aptela Queues for Departments Guide

The Aptela Queues Guide (see attachments to the right) provides information on configuring and managing Queues for departments including multiple...
  2006.12.26    Views: 7087