How To Set Up SMS for Call Queues

How To Set Up SMS for Call Queues

This allows queues to accept SMS messages where call center agents will handle the text conversation.

The hunt method for agent assignment is round robin.

Users must be of a Call Center Agent profile to be in the queue. 

Setting up SMS for a Call Queue

  1. You can manage a call queue’s SMS settings by entering the call queue edit modal or adding a completely new call queue. Here you can insert any desired keywords or automated messages that you would like the incoming SMS originator to receive or initiation or termination of the message session.

 

  1. Next you need to edit an SMS capable number to be treated as a Call Queue number and assign it to your chosen call queue.

 

  1. You can now add agents to the call queue and set their Max SMS Session count in the edit agents queue modal.

 

Call Center Agent Usage

  1. When an incoming message has been sent into the queue, call center agents assigned to the queue will receive a Queue Session Invite.

 

  1. Upon accepting, the call center agent will have ownership of the active queue message session for the duration of the conversation. In order to complete the session, the call center agent can press End or the originator can type the termination message for that call queue.

    • Related Articles

    • Add / Edit Call Queues

      Call Queues are a great way to manage high traffic inbound call flows. When a caller reaches a queue, usually from an Auto Attendant or direct Phone Number route, the caller is placed in a virtual hold while the system tries to find an available User ...

    • COMING SOON: SMS Queueing

      **The SMS Queueig feature will be Coming Soon** Setting up SMS for a Call Queue First step would be to make sure SMS in call queues is enabled. It is enabled by default, but it can be turned off toggling Enable SMS. Once enabled you can manage a call ...

    • Call Center Home Page

      Call Center Home Page The Call Center Home Page is the best place to view statistics related to the call queues that a supervisor manages. It is the first screen when logged in under Call Center Supervisor scope. Some things to know The Stats Grid ...

    • Call Center Webphone

      The RingLogix White Label VoIP and UCaaS platform has several Call Center capabilities designed for both Supervisor and Agent Users. Some of these capabilities are now available directly from the SNAP.GO Webphone. The solution offers call center ...

    • Call Center Features

      Hosted Call Center customers have access to all hosted PBX features and a specific set of Supervisor and Agent centric reporting and routing tools. Queue Routing Standard IVR with unlimited levels and options for multiple entry points Multi-language ...