Telestax Call Queuing
Telestax Call Queuing enables communication providers to set up and deploy unlimited and scalable call queuing for their business customers in a matter of hours instead of days.
Call Queuing is one of the most needed features to build any kind of inbound contact center solution. With Call Queuing, incoming calls are placed in a queue and distributed to the next available agent in the order received. Call queuing helps organizations to serve customers promptly while optimizing agent resources.
Almost every day we use call queuing when we call a company’s phone number and hear a recorded message such as “Please stay on the line and your call will be answered in the order it was received.” That is simply called queuing. Banks, insurance companies, pizza delivery, and many other companies in almost every vertical utilize this feature to provide callers with an engaging and professional experience.
The Opportunity for Communication Providers
Telestax Call Queuing allows the communications industry to build and deploy unlimited and scalable call queuing solutions for enterprise business customers in a matter of hours instead of days or weeks.
Cloud-based call queuing enables business customers to scale their new or existing inbound contact center operations using existing SIP IP Phone hardware (e.g Cisco IP-Phones) or a desktop/browser-based softphone like Restcomm Olympus.
In particular, call centers can benefit greatly from call queuing. Many of these businesses receive thousands of calls per day. As a business with enterprise and small-to-medium-sized business customers, you are most likely already serving call centers in your region. Many of the call centers you are serving already rely on hardware-based PBX call queuing or a non-scalable on-prem call queuing call center software. The Telestax cloud-based Call Queuing solution enables you to offer a more reliable and scalable solution that meets today’s business needs.
Telestax Call Queuing Benefits for CSPs
- Go to market fast
- Offer businesses unlimited call queues
- Upsell more phone numbers
- Reach new traffic sources
- Avoid extra hardware or software licenses costs
- Increase revenues
Call Queuing Benefits for Businesses
- Reduce the frequency of unattended calls and voicemail
- Handle a large volume of inbound customer calls with a limited number of agents
- Provide callers with an engaging and professional experience
- Enable advanced business rules for callers using external API services (e.g CRMs, ERP, Helpdesk, etc…)
- Deploy unlimited call queues
- Add new agents without worrying about extra license costs
- Allow agents to join the queue and answer customer calls using a softphone from any location
How Telestax Call Queuing Works
Note: In order to use Call Queuing, you need a valid Restcomm Cloud account. Log into the portal and grab your Account SID and Token to proceed to the next steps.
Follow the steps below to setup Call Queuing:
1- Create the required application URLs for the agent and customer and insert custom RCML code as per your business rule requirements.
Queuing Customer URL: https://your-domain.com/queuing/customer/
Mocky.io waitUrl returns the following RCML
Mocky.io joinUrl returns the following RCML
- A) Provision Customer phone number using /callqueue/provisioning API endpoint and pass the customer-facing phone number and application URL.
- B) Provision Agent phone number using the /callqueue/provisioning API endpoint and pass the agent phone number and application URL.
As you can notice in this sample, there are two numbers. One number is provided to the customer to call into the queue “e.g Support queue” and the other number is only known to agents/employees who will call in to join the queue to start answering calls.
- Pass the unique Queue name e.g “support,” “sales,” etc.. (in the new Call Queue API provisioning request) and wait for the success response.
3- Share agent number(s) with employees/agents to start taking calls. An agent can join the queue by dialing in through the PSTN network (e.g from their mobile or landline) or online using a SIP-based softphone.
4- Finally, your enterprise business customers can now share the customer-facing phone numbers with their clients and enable a more professional and engaging experience for callers.