Learn how to configure a call queue call flow in your bOnline phone system to manage high call volumes and ensure efficient call handling. A call queue allows multiple callers to wait in line after hearing a professional greeting before it rings to all available users. Out of hours, a closed greeting plays and transfers to the main number voicemail.
Please note: Upon activating the 'Advanced call flow' add-on, customers will receive a complimentary one-month free trial, followed by a monthly subscription fee of £3+VAT.
On the 'Call Flows' page, click 'Create an advanced call flow'.
Select from the three options provided. For this example, we'll choose 'Call queuing'.
The first step would be to name your advanced call flow at the top-left of the screen. Give it a suitable name as it will get saved to the 'All call flows' section of the 'Call Flows' page.
Navigate to 'Business hours' and click on it.
You can choose from a set of pre-configured business hours or set your own. For this example, we'll set our own.
If you're setting your business hours, you can add breaks during the day. To make things easier, we've allowed you to apply your configuration to multiple days at once. Click 'Save' when you're done.
Once you have set your business hours, the next step would be to configure a 'Welcome and Closed Greeting' that customers will hear when calling your business in or out of hours.
Navigate to the 'Greeting' action underneath 'Open', and click on it.
After creating or uploading your greeting, you can listen to it to make sure it's correct before clicking 'Save'.
Please note: You will need to create a closed greeting as well in order to save and enable your advanced call flow.
Once you have created your open and closed greeting, click the 'Transfer' action underneath your open greeting.
Select which user(s) should receive calls. You can configure the order in which calls ring, as well as the ring time per user before the call gets transferred to the next user(s) in the queue. You are also able to make use of your main number's voicemail message from here or create a new one.
Please note: You can use your default voicemail message here, or create one specific to this call flow.
Next, toggle on the 'Call queue' button. From here, you can choose the size of your queue and edit your call queue music.
You can choose an optional call 'Queue announcement' to play in the queue. You can either type one out, record, upload, or select a greeting you have already created for your greeting library.
Once you have completed your custom call flow, click 'Save & Enable' to activate this call flow.
All the call flows you create, both simple and advanced, will be stored in the 'All call flows' section of the 'Call Flows' page. From here, you can enable, edit, and delete call flows.
