QueueCall - Call Queue Management System

Overview QueueCall Features Sample Call Flow QueueCall Overview The QueueCall is a software module in the Storacall UltraVox system. The QueueCall can run as a stand-alone call queuing system or integrated with other UltraVox modules to provide a complete Call Processing Solution. The UltraVox call queueing system will connect to virtually any telephone system.

Benefits
	Handle up to 64 calls simultaneously
	Greater control of telephone operations
	Effective management of all incoming calls
	Prompt answering of calls
	Fewer abandoned calls
	Reduce caller waiting times
	Improve customer service levels
	Deal effectively with peaks in call traffic
	Improve company image
	Optimisation of existing telephone system and operators

Call Queue Management

In an ideal world, a caller wishing to speak to an operator would be connected immediately. Peaks of call traffic and variable staffing levels mean that it is often necessary to queue callers. The QueueCall will manage the calls which cannot be answered straight away. The information and choices presented to your caller may be precisely defined to meet your call handling requirements and minimise caller aggravation.

Structured Reassurance Today, a caller does not expect to get ring-no-reply when calling your organisation. However, a poor call queuing system may be almost as irritating. The QueueCall allows you to vary and structure the way in which the caller is kept informed of progress towards an answer. The caller may, if you wish, be informed of current queue position at regular intervals.

Reassurance announcements may be varied according to the time that the caller has waited. Queue overflow may be set in advance so that the maximum queue length may be predetermined for a particular department and callers may be overflowed to a mailbox or alternative answering position.

Music and Information

You may wish that a caller hears music on hold between announcements. An optional module allows a program of high quality recorded music to be available and varied. As a caller waits, they may also access information interactively without losing queue position.

Caller Empowerment

A caller trapped in a queue may feel frustrated. You may present a caller with options, before joining the queue, on joining the queue or after a preset waiting time. They may have the option to leave a message or to speak to another department. The caller has control.

Many Queues

The QueueCall supports up to 99 Queue templates. Each template is a complete description of how the caller will be treated and allows different departments within your organisation to specify their requirements while sharing a single system. Before the caller is transferred, the operator may be played an information message as to which queue the caller originated from or how long they have waited.

Management Information

Optional modules provide staff and management feedback on the queue status, in real time and via management reports. Staffing levels may be adjusted to minimise call loss.

Queuecall Standard Features
	1200	1-99 queues 2-64 callers in each queue Position in queue announcements
	1201	Reassurance announcements and sequences On-screen queue length and maximum time Indicators
	1202	Call transfer advice message
	1203	Queue overflow on time or queue length
	1204	Multi level queue priority

Queuecall Optional Modules
	1100	UVMOH	Music and information on hold
	1101	UVQCST	QueueCall management information package
	1102	UVtrIx	Range of TriStar high visibility wallboards
	1103	UVQCUCD	Uniform call distribution

Sample Call Flow

'Your call is in a queue. Please hold the line.'

'Your call is fourth in the queue to be answered.'

'Your call is third in the queue to be answered.'

Music Played

'We are sorry to keep you waiting. You may wish to leave us a message and be called back. Press 5 to leave a message or continue to hold.'

Music Played

'Your call is next in the queue to be answered.'

Music Played

Call Answered

For further information, please contact Sales:
Tel: 01932 710710  |  Fax: 01932 710711  |  Email:
or use the Enquiry Form