The waiting list in Ringover and priority numbers are essential tools for efficient management of incoming communications in your company. The waiting list allows you to retain calls when all lines are busy, ensuring that no important client is overlooked. On the other hand, priority numbers ensure that calls from VIP clients, strategic partners, and other critical contacts receive preferential treatment and a quick response. Together, these functions guarantee high-quality customer service and effective management of business communications.
Prerequisites:
- You must be an administrator of the Ringover account 👨💼 to access the Dashboard and enable this feature
- You must have a Ringover Business or Advanced account to access this feature 💳
⚠️ To keep into account:
- The waiting list only works for IVR's
Activating the waiting list
- 💻 Go to your Dashboard> Settings> Users
- Select a user and click "Edit"
- Check the boxes "Show the waiting list and can pick up calls in waiting list" located in the "Calls" section under "Permissions"
Adding priority numbers to the call center
- 💻 Go to your Dashboard> Settings> IVRs
- Select the IVR you wish to modify, and click on "VIP phone numbers"
- Add the number you want to prioritize and press the "Enter" key
- Click on "Save IVR" before closing to ensure the changes are saved correctly.
Using the functionality
- 💻 Go to your Ringover Webapp. In the center at the top, you will find your waiting list.
When you receive an incoming call in a call center you have been assigned to, it appears on the waiting list until it is answered. This allows you to view the name and number of the contact, making it easier to prioritize your calls. 💬
To use the "waiting list" function, simply click the "Answer" button on the call you want to handle. The call will then appear on your dialer. You can then start the conversation with your contact.
⚠️ Important:
- The call can only be answered if it is not ringing on other users' dialers.
- If a call is already ringing for another user, it will be considered too far in the queue to be intercepted. This prevents multiple users from answering the same call simultaneously.
There you go! Now you know how to use the waiting list and prioritize your calls to prevent your contacts from waiting too long 🚀