通話をACDにルーティングする

Call Center Edition customers can leverage the incredible power and flexibility of Fonality's Automatic Call Distribution (A. C. D.) technology in order to route inbound calls to groups of employees based on a particular skill set or customer inquiry (e.g. general account information).

To route callers to a queue, you must first create your queue.

Please read How do I add a new queue?

Once you've created your queue(s), you need to edit your Main menu or any sub-menu to "Go to Queue"

If you want to route callers away from the Main menu:

1. Click AutoAnswer --> edit call menu
2. Under Add New Sequence, determine which step in your Main menu should become the "Go to Queue" sequence.  Select "After step X" where X is the step before your "Go to Queue" sequence.
3. Select "add new step: Go to Queue"
4. Click "Apply All Changes"
5. The Admin Panel refreshes and your new sequence appears in the Main menu
6. From the "Go to Q:" drop-down, choose the queue you created
7. From the "for:" drop-down, choose the duration in seconds or minutes that callers will hold in your queue.  When the maximum hold time is reached (unless you choose unlimited), the holding caller returns to the Main menu and proceeds to the next step in the call sequence
8. From the "w/" drop-down, choose either ringing or music.  The caller hears either the sound of ringing or music from your first music-on-hold playlist (unless you use the "Set Music-on-Hold Playlist" call sequence earlier in the Main menu or sub-menu to choose a different playlist)