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How to add new Queues in the Callback Portal

Create and Configure a New Target

The first step is to create and configure a new Target to add a new queue to the existing callback account.

Targets and Target Groups can be added to the Call-Back Portal by going to MANAGE (1) > Targets (2).

Next, you can click either the Add New Target (1) or Add New Target Group (2) button to begin adding new targets. Targets can be listed as individual items or in Target Groups, as shown below.

If the Target you are creating shares similar settings, a Target Group is a convenient way to group them under one logical section. Targets can be added or removed from a Target Group at any time, with removed Targets retaining the settings of the Target Group until updated.

Adding a new Target will require a label and entry point (either DID or Direct SIP) for your queue. You can also add it to a Target Group from this page as well (2).

Dial Method (3) will allow you to determine the format that the Target number will take. You can format Target Numbers as either a SIP extension or a DID phone number. The Phone Number/SIP Extension (4) is the actual number that will be dialed when Fonolo places a call into the queue. This number/extension should allow us to bypass the IVR and drop a call directly into the queue to wait on hold for an Agent.

Call-Backs are directed to the Retry Number or Retry Extension (5) in the event that the main extension or number is not reachable. This is optional.

Once all of these settings have been entered, click on the ‘Add New Target’ button (6) in the top right corner of the page to save the Target.

Configuring Features of a New Target

You can group the new Target you created under the existing Target group if that Target shares the same settings or characteristics, or you can open up the new Target you just created and adjust for any configurations.

Each Target or Target Group has properties that can be accessed by clicking on the name of the Target or Target Group. The properties include Settings (label and entry point), Telco connection method (Direct PSTN, Direct SIP), the hours of operation for that target, advanced scheduling, and call-back limitation settings.

Click on the Target or Target Group of interest to bring up the properties panel and begin configuring the target.

Please find more information in detail using the links given below:

Create and Configure Call-Back Profile

Once the Target has been created and configured, the next step is to create a new call-back profile or configure the newly generated target under the existing Call-Back profiles.

Call-Back Profiles can be found in the Call-Back Portal by going to MANAGE (1) > Call-Back Profiles (2).

A Call-Back Profile is a collection of settings and configurations that define parameters for the calls that Fonolo receives and places for you.

Once a client opts in for a call-back, that call is transferred to Fonolo where we collect any necessary information, end the call, and then place a new call back to your Automatic Call Distributer (ACD).

Call-back profiles handle all the configurations around these calls. Call-back profiles define important variables such as:

  • Caller ID Name and Number displayed to the Client as well as to the Agent during the call-back
  • Geographical Restrictions on where Fonolo is allowed to call to prevent international numbers or long distance charges
  • The method that Fonolo uses to place the call-back (PSTN, SIP)
  • Any time and date restrictions that restrict when the callbacks can be placed to Clients
  • Any Pre-Call questions you have requested the Client to answer before opting in to the call-back.

What are Call Options under Call-Back Profile?

Call Options is a way of determining which Targets will utilize these parameters. Targets selected under the Call Options will utilize the Call-Back Profile’s Telco Settings, Pre-Call Questions, and other settings.

Secondly, Call Options will determine the Target Extension/DID on which Fonolo will dial and wait for the next available agent to answer the call and Fonolo Extension that the queue will use to transfer a call over to Fonolo once a Client has opted in to receive a Call-Back.

Lastly, Call-Options determine the different Queues, and the order that they are listed in, that a Client can select within a mobile or web widget for Web Call-Backs.

How to add a new option under the existing call-back profile?

The new option/queue can be added under the existing call-back profile if that queue can share the same settings and characteristics as that call-back profile.

To add a target to the existing call-back profile call options:

  1. Select the call-back profile to which you want to add new options.
  2. Select a target from the drop-down list that you just created for the new queue.
  3. Select Add Option.

The new call option will now be added as shown below, and the local extension will be generated automatically.

Click ‘Edit‘ to set the Fonolo Extension and CID information. This is auto-allocated for you, but if you need to modify the Fonolo Extension, you can do so here. This Fonolo Extension is where callbacks are first transferred once a client opts-in for a callback.

Once all settings have been configured, click ‘Save Changes’ at the bottom of the Pop-up window

More Options Settings: https://fonolo.com/help/article/configure-call-back-profiles/#option-settings

How to create a new call-back profile?

If a new call-back profile needs to be created for the new queue, please go through the detailed information given in the below links or reach out to support if you need assistance:

 

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