통화 대기열¶
통화 대기열은 모든 상담원이 통화 중일 때 수신되는 통화를 체계적으로 관리하여 연결하고 발신자를 통화 순서대로 대기시킬 수 있습니다. 이 시스템을 통해 많은 통화량을 보다 효율적으로 관리하고, 업무량을 공정하게 배분하며, 발신자와 상담원 모두에게 상황을 예측하고 대비할 수 있는 경험을 제공합니다.
This document explains how to configure call queue settings and log into a queue from the Odoo database.
대기열 추가¶
To add a call queue in Axivox, navigate to the Axivox management console. In the left menu, click Queues. Next, click Add a queue. From here, set up the call queue.
Name: The call queue’s name. A required field.
Internal Extension: The extension agents can transfer callers to. A required field.
Strategy: How calls are routed. Choose the option that best matches the company’s needs for this call queue:
Call all available agents: The call is sent to every agent.
Calls the agent who has received the call for the longest time: The call is sent to the agent with the longest idle time.
Calls the agent who has received the least call: The call is sent to the agent who has handled the fewest calls in a time window.
Call a random agent: The call is sent to a random agent.
Call agents one after the other: The call is sent to the next agent in a specified order. This order is remembered, and the order does not reset after each call.
Call agents one after the other starting with the first in the list: The call is sent to the next agent in a specified order. This order is remembered, and the order does reset after each call.
Maximum waiting time in seconds: How long a customer can wait in the queue before getting forwarded to voicemail or a specific agent.
Maximum duration of ringing at an agent: How long an individual agent’s phone rings before the call gets moved onto the next step in the dial plan. Learn more about dial plans.
Static agents: Agents in the queue who receive calls without logging in.
Dynamic agents: Agents who must log into the queue to receive calls from it.
더 보기
상담원 연결¶
Agents have three ways to join a call queue:
Static agents connect automatically.
Static agents are always signed into the call queue.
Manager logs in specific agents, via the Axivox management console.
Agent connects to the queue in Odoo, via the VoIP widget.
Connect to the queue through Axivox¶
Once the call queue is set up and the changes are applied, a manager can log into the Axivox management console and connect dynamic agents to the queue manually.
To connect an agent, click Queues, located in the left-hand menu. Doing so opens the Queues dashboard, with a few different columns listed:
이름: 대기열의 이름입니다.
내선: 대기열에 들어가려면 전화를 걸어야 하는 내선 번호입니다.
Agent Connection: number to dial for dynamic agents to log into the queue.
Agent disconnection: number to dial for dynamic agents to log out of the queue.
Connected Agents: name of agents connected to the queue.
다음 버튼은 대기열 현황판에서도 사용할 수 있습니다.
상담원 연결: 대기열에 수동으로 상담원을 연결합니다.
보고서: 대기열에 대한 보고서를 실행합니다.
삭제: 대기열을 삭제합니다.
Edit: make changes to the queue’s settings.
When agents are connected to the queue, or are live with a customer, they are displayed under the Connected Agents column.
정적 상담원인 경우 항상 연결됨으로 표시됩니다.
Connect an agent by clicking the orange button labeled Connect an agent. Then, select the desired agent’s name from the drop-down menu, and click Connect.
통화 대기열에서 동적 상담원을 수동으로 로그아웃하려면 Axivox 관리 콘솔 <https://manage.axivox.com> 로 이동하여 왼쪽 메뉴에서 대기열 을 클릭합니다. 그런 다음 연결된 상담원 열 상단에 있는 초록색 새로 고침 버튼을 클릭합니다. 여기에서 빨간색 연결 끊기 버튼을 클릭하면 즉시 연결이 해제됩니다. 상담원이 업무 종료 후 로그아웃하는 것을 잊어버리는 경우에 이 기능은 아주 유용합니다.
보고서¶
Click Report to open a Queue report page that shows queue activity. This report includes who connected and when when, as well as what phone calls were handled by the queue.f This information is showcased on a separate Queue report page.
Set the report’s date in the Period field. To pick a specific date range, use the From and to fields. The information can be organized by Event type (covered below), and Call ID.
Generate the report by clicking Apply.
Each report can be exported to a CSV file for further use and analysis, via the Export to CSV button.
행사 유형 필드를 클릭하면 드롭다운 메뉴로 다음 선택 항목이 표시됩니다.
발신자 통화 종료
상담원 연결 중입니다
상담원 연결 해제 중입니다
통화가 종료되었습니다(상담원이 전화를 끊음)
통화가 종료되었습니다(발신자가 전화를 끊음)
통화가 상담원에게 연결되었습니다.
대기열에 들어오는 대기자가 있습니다
발신자가 대기열을 종료(연결된 상담원이 없음)
발신자가 대기열에서 퇴장(시간 초과)
응답이 없습니다
응답이 없음, 발신자가 전화를 끊음
이전
Blind Transfer (when the caller is transferred without interacting with an agent)
Any or all of the thirteen options can be selected from the Event type drop-down menu. Clicking Check all selects all the available options from the drop-down menu, and clicking Uncheck all removes all selections from the drop-down menu.
개별 행사 유형 을 선택하려면 드롭다운 메뉴에서 원하는 옵션을 클릭합니다.
Odoo 대기열에 연결하기¶
Dynamic agents can connect manually to the Axivox call queue from the Odoo VoIP widget once the VoIP app is configured for the individual user in Odoo.
To access the Odoo VoIP widget, click the (VoIP) icon in the upper-right corner of the screen anywhere in an Odoo database.
상담원이 통화 대기열에 연결하려면 상담원 연결 번호로 전화를 건 다음, VoIP 위젯에서 초록색 통화 버튼 (전화) 아이콘을 누릅니다. 그러면 상담원이 로그인되었음을 알리는 2초 분량의 짧은 메시지가 들립니다. 통화는 자동으로 종료됩니다.
To view the connected agents in a call queue, navigate to the Axivox management console, and click Queues from the left-hand menu.
Then, click the green Refresh button at the top of the Connected agents column. Any agent, static or dynamic, that is connected to the queue currently appears in the column next to the queue they are logged into.
To log out of the queue, open the Odoo VoIP widget, dial the Agent disconnection number, and then press the green call button (phone) icon. The agent is disconnected from the queue after a short, two-second message.