Overview: Personal Call Queues on Spoke Phone

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Introduction to Personal Call Queues

Personal Call Queues are a unique capability offered on Spoke Phone that gives each user an individual queue made up of calls that they are eligible to answer. Unlike a Contact Center call queue or traditional Team Call Group (Ring/Hunt Group), the Spoke Phone Personal Call Queue contains a composite of calls made to all the Call Groups the user is part of, internal calls from teammates, and direct calls made to the user's DID phone number/s.

The Impact of Spoke Phone Personal Call Queues on your business

Spoke Phone Personal Call Queues:

  • Significantly reduce missed call rates
  • Improve customer experiences
  • Drive efficiency and productivity
  • Increase profitability across the business

High-Level capabilities of the Spoke Phone Personal Call Queue

A user that has a Spoke Phone Personal Call Queue configured can:

  • Have between 1 and 50 calls in their queue
  • Be alerted when new calls enter their queue
  • See calls in the queue, including who is calling, why they are calling, and the priority of the customer
  • Park multiple calls (put them on hold) and answer other calls
  • Swap between multiple calls on hold
  • See calls in their queue stack ranked in priority order (order that is set based on the company's business rules. E.g. Set priority by customer profitability or total sales value form the CRM, etc.)

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Personal Call Queue specifications

Available for DID calls, Calls to Teams/Call Groups, Internal Calls
Minimum slots in the queue 1 - No calls will queue behind the one you are on.
Maximum slots in the queue 50 - Up to 49 calls will queue behind the one you are on.
Free Overage Slot If your queue slots are all taken and you need to make an outbound call, Spoke Phone provides a Free Overage Slot allowing you to place one outbound call even though all of your queue slots are full.
Default slots The company can set a default number of queue slots given to each user.
Queue slots by user The company can change the default number of queue slots for a specific user, by adding more slots to that user's queue.
New call: Audio notification

As new calls enter a queue, you can ask Spoke to play a subtle beep to let you know a new call has entered the queue, or do not play a beep. If you choose to play a beep, the beep is played once for every new call entering your queue.

  • Administrators can set a company wide default audio alert behavior that every user in the company inherits. E.g. No beep.
  • Individual users can choose to override the company default by changing a setting in their Spoke Phone app.
New call: Visual notification

Users get a standard alert notification (the red bubble) for new calls entering their queue.

Users also see new calls in the queue itself.

Understanding call routing

How calls get into your queue, how you answer those calls, and what happens when your queue is full.

DID Calls (calls directly to phone numbers assigned to you)
  • Each call to your DID number/s takes up a slot in your Personal Call Queue.
  • Once your Queue is full, new calls go immediately to your personal voicemail.
Team Calls (calls to teams/call groups you are part of)
  • Each call to any Spoke Team you are a member of, takes up a slot in your Personal Call Queue, and a slot in the queues of all other members in that Team.
  • Once all slots in your Queue and all slots in the Queues of your teammates are full, new calls to the Team sit waiting for a slot to free up. How long calls wait for someone is defined by the Team's "Wait for Pickup" period set in the Spoke Admin portal.
  • If a slot in your or any of your teammate's queues become free during the Team's "Wait for Pickup" period, (by a call ending), that call is added into the user/s queue.
  • If a Team Call is not answered within the Team's "Wait for Pickup" period, the call follows the Team's "Rollover on No Pickup" rules as set in the Spoke Admin portal.
Internal Calls (calls from teammates) Same rules as DID Calls above.
Other ways calls get added to your queue.
  • If you are marked as BUSY or OFFLINE in the Spoke Phone App and you become ONLINE, you will immediately be offered calls you are eligible for.
  • If a person waiting in your queue hangs up, it frees up a slot (in your queue) making room for another call to be added to your queue.
Auto-Ring
  • When you hang up a call, the next call in your queue automatically rings your phone. This is great on mobile where you are not always looking at your phone, or desktop while your working on documents, etc.
  • However, when looking at your Personal Call Queue in the Spoke Phone app, you can see the calls and may want to choose which calls to answer, put on park etc.,  In other words, you may not want Spoke to Auto-Ring your phone with the next call as you hang up the call you are on. In this case (when you are actively answering and working calls on from the Calls interface in the Spoke Phone app), we pause Spoke's Auto-Ring feature for a period of time so you can manually control what calls to answer.
Park/Pickup/Swap

When you have multiple calls in your queue:

  • Answering another call puts an active on park
  • Taking a call of park puts the active call on park
  • You can put all calls on park and be active on none
  • Hanging up an active or parked call ends the call
  • Hanging up an unanswered call, rejects the call sending the caller into whatever roll over rules configured for your account (voicemail, roll over to team, back to IVR, etc.) 

Example call queue scenarios

Call Type User's # Q Slots Outcomes
DID 1

Be on an inbound or outbound call to/from a customer or teammate:

  • Takes up one slot in your queue, so no slots are left.
  • New inbound calls (from customers or teammates) goes to your personal voicemail
  • On a call and have no slots left but need to make an outbound call while still keeping the current call (to a teammate or customer):
    • put the current call on Park,
    • make the outbound call, even though you have no remaining slots.
    • This uses the Free Overage Slot.
DID 4

Be on an inbound or outbound call to/from a customer or teammate:

  • Takes up one slot in your queue, so 3 slots are left.
  • Get a new call, call goes into your queue, 2 slots are left
  • Park the active call, make an outbound call, 1 slot is left
  • Get another call from a teammate, 0 slots are left.
  • Have no slots left and get another call (from customers or teammates) goes to your personal voicemail
  • Have no slots left but need to make an outbound call while still keeping all the current calls in the queue:
    • put the current call on Park,
    • make the outbound call, even though you have no remaining slots.
    • This uses the Free Overage Slot.
Team 1

Be on an inbound or outbound call to/from a customer or teammate:

  • Uses one slot in your queue, so no slots are left.
  • New inbound call to a team you belong to:
    • Call is offered to other teammates (because your queue is full)
    • If you hang up your call and none of your teammates have yet answered the call, call gets added to your queue
  • On a call and have no slots left but need to make an outbound call while still keeping the current call (to a teammate or customer):
    • put the current call on Park.
    • make the outbound call, even though you have no remaining slots.
    • This uses the Free Overage Slot.
Team 4

Be on an inbound or outbound call to/from a customer or teammate:

  • Uses one slot in your queue, so 3 slots are left.
  • New inbound calls to a team you belong to:
    • Call is add to your and your teammate's queues
    • You have 2 slots left
  • 2 more inbound calls come in to a team you belong to:
    • Call is add to your and your teammate's queues
    • You have 0 slots left
  • You have no slots left but need to make an outbound call while still keeping all the current calls in your queue:
    • put the current call on Park.
    • make the outbound call, even though you have no remaining slots.
    • This uses the Free Overage Slot.

 

 

 

 

 

 

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