Some call queues might not be visible when you visit Admin > Call Flows. This is because you may have created a Child queue. A child queue is a queue that is created inside a Parent queue.
Parent Queue: A queue can be considered a parent queue when the queue is created under Admin > Call Flows > New Call Queue.
Child Queue: A queue created inside the parent queue while configuring a call queue and is accessible only inside the parent queue. Usually, a child queue is created when you select "send to another call queue" as the fallback action and click on New call queue instead of selecting an existing call queue.
A child queue will not be visible in the Call Flows tab as it may confuse the user when using the parent queue to route calls to a particular number.
Freshcaller supports only two levels of queue interaction as of now.
When you go to Admin>Call Flows and select a new call flow, you will see the following screen.
Within a call queue, you can choose the caller to send to another call queue (smart escalation) for the following conditions/rules:
- If agent/team is online but not answering
- If agent/team is online but busy
- If agent is offline
In the screenshot above, you can see that within the second call queue (child queue), you will not have the option to send to another call queue.
Note: The smart escalation option is available only from the Garden+ plan.
When you select "Place caller in wait queue" as the fallback action for any rule or condition in a call queue, the wait queue setting will be enabled for that call queue. Here, you can customize the duration (in seconds) for which you want to place the callers in the wait queue and also take appropriate action if the configured maximum time exceeds.
The default maximum queue time is 900 seconds or 15 minutes. However, Estate and Forest customers can set this to 4 hours on request. For more details, see Configuring Wait Queues.
If you have not configured your call rules properly, you will not be able to receive any calls. Instead when a call arrives you would receive an email with the subject "[Action required] Your call flow setup is incomplete!". In order to receive calls ensure that every number you own is associated with a rule.
To view your rules, go to:
- Admin > Rules
- Make sure that all numbers you own are listed here, if not create a new rule.
- If your number is listed, click on the edit button to make sure a valid call queue is present under 'Call Queue'.