QforMe

When the expected wait time exceeds a threshold, callers can request a callback from the next available call center agent instead of waiting in the queue.

Queues

Create a queue for each call center number. Click Create Queue and fill in the parameters as follows. To see all the queue's parameters, select the queue. To edit the queue's parameters, select the queue and click Actions | Edit.

Parameter	Description
Type or Account Plan	Options are standard or premium. The standard or premium selection may be displayed as icons.
Name	Name of the queue.
Call Center Number	Represents the queue where the waiters are placed.
Waiters Assigned	Number of QforMe waiters assigned to the queue.
Queue Status	Active when Queue Status is Enabled. To display the queue status, select the queue. To change the queue status, select the queue and click Actions | Edit.
API Key	Check Waiter API checks the QforMe service is available with waiters to allocate. See also the QforMe Check Waiter node. Add waiter to queue API adds the waiter to the queue. See also the QforMe Add to Queue node. To see the API keys, select the queue in the table. For more information, click Actions | API Info.

Prompts

Play or update the prompts played to the call center agent when they take the call from the queue.

Prompt	Default audio message
Welcome	Welcome to the QforMe service.
Ask to accept call	Please press 1 to take this call.
No match	Sorry, I did not understand you. Press 1 to take this call.
No input	Sorry, I did not hear anything. Press 1 to take this call.

Waiters

Each callback request is managed through a waiter. The waiters in this table are assigned to your Studio account.

Select a waiter row to see more properties on the right side of the screen.

Parameter	Description
Waiter UUID	Unique identifier for this waiter.
Queue Name	Name of the queue. The waiter is assigned to this queue.
Call Center Number	Phone number of the call center. The waiter is assigned to this call center number.
Transfer Number	Phone number of the caller. The call center agent calls this number to return the call.
Waiter Status	Shows whether the waiter is idle or in use. If an error is recorded, see Waiter Status in Error.

Answered Call Log

List of completed callback requests managed through the waiters.

Select a waiter row to see more properties on the right side of the screen.

Parameter	Description
Waiter UUID	Unique identifier for the waiter.
Queue Name	Name of the queue.
Call Center Number	Phone number of the call center.
Transfer Number	Phone number of the caller. The call center agent called this number to return the call.
Call Outcome	Was the call answered when the call center agent called back? If an error is recorded, see Waiter Status in Error.

Waiter Status in Error

If an error is recorded, select the waiter row from the Waiters or Answered Call Log tab to show the call channel ID and outbound call UUID on the right of the screen. The channel ID is a unique identifier for a single call segment. A task execution, represented by a UUID, can have multiple call segments, each with a unique channel ID.

The Created At property shows the time the record was created or the call was attempted.