Auto Queue (AutoQ)

Auto Queue (AutoQ)

What AutoQ Does?

AutoQ is adds a smart Queue into your Workflow. 
This stops your devices from being called while you're on another call. 
It works by queuing and ordering your callers and the moment one of your devices becomes available, the call will get redirected to that phone.
You can customise your hold music while your callers wait in the queue, a great opportunity for you to tell your customers about special offers or promotions.

Additionally, when you pair this with your POS, it will only trigger the POS activity the moment the caller is ringing your device(s). This makes it super easy for your staff to track who is calling, especially during busy rushes.

Features

  1. Customise your own hold music
  2. Customise the maximum amount of wait time before triggering another call-flow
  3. Put customers back to the Queue if you're busy with Call Postpone - Give yourself another 30 seconds to answer your caller.

Setting up

In order for you to setup AutoQ, you will need to have a Pro Plan or greater. You will need to have 1 or more devices setup on your site.


  1. Drag in the AutoQ Node into your call flow
  2. Connect the incoming call to the AutoQ node
  3. (Optional) Upload custom hold music. If you do not supply hold music the default hold music will run.
  4. Select 1 or more devices to queue to:
    1. If you select 1 device, the customer will only be removed from the queue once the device becomes available
    2. If you select 2+ devices, once 1 device becomes available, the caller will be connected through to the available phone.
  5. Select the Timeout, the default is 300 seconds (5 minutes)
Optional but recommended.
  1. Set your Connected workflow. The connected workflow will only run once, and will run the moment the caller starts ringing your phones. When connecting to your POS, this will trigger a New Order the moment the caller comes out of waiting
  2. Set your Timeout workflow. This is optional, but if you do not select a timeout workflow, the call will hangup. 
  3. An options for your Timeout workflow could be to say or play a message and re-queue them back into AutoQ for them to wait again.
Having multiple queues in a single callflow can cause some undesirable effects if the calling devices are the same. When creating a queue, you should allocate one or more devices to that specific queue.

Learn more about Auto Q Node


Customise
  1. Hold Music - Upload a custom MP3 or WAV  file to play while the caller waits in your queue. If the queue is empty, the caller will not hear this music at all and will be connected to the device immediately. If you leave the hold music blank, the default hold music will play
  2. Devices - You must select at least one or more device. These devices will be checked for an active call when a user joins the queue
  3. TImeout - If the user waits longer than the timeout within the Queue, the "Timeout" outcome will be run. This is the Total time the user is in queue, including waiting for your other calls to finish. Our recommendation is minimum 5 minutes (300 seconds) as some of your calls may take over 5 minutes to resolve. 

Outcomes
  1. "Connected" - Will trigger only when the caller leaves the waiting queue and your phone starts ringing. It will only run once. This is perfect to connect events such as notifying the POS. For example, "Sam" and "Jane" are waiting in a queue for your phone to become available. Jane is next in queue, and your phone becomes available - when this occurs - Jane's order will be sent to the POS. Sam will still be waiting in the Queue but his order will not yet be sent to the queue. 
  2. "Timeout" - If the caller is in the queue for longer than the timeout (the default is 300 seconds, or 5 minutes) - the "Timeout" node will be activated. 

Call Postpone


iOS Users must be running Voicee 1.0.3+ or later for Call Postpone to work

Call Postpone is the ability for you to Reject calls on your device and push the caller back into the AutoQ.
In the Ring node - if you reject the call, the "busy" workflow gets activated, but with the AutoQ function, the caller goes back into the Queue and tries to ring through again in 30 seconds. 

To do this, simply click the Reject button on your device when you get a call coming through, the AutoQ will handle everything for you automatically. 


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