Admins have the ability to upload custom  " In Queue Audio" to your call queue.

Priority Routing is an Enterprise feature that allows certain calls to be prioritized above other calls in a queue.

Skills-Based Routing (SBR) is an Enterprise feature that matches calls to the best available agent in the shortest amount of time.

There are four primary options for the ring strategy: ROUND ROBIN This will ring available queue members one at a time.

For the Show Dialed Number - Friendly Name setting   When disabled, the dialed-number banner in the webphone is not shown; the agent only sees the caller’s number/name, not which number was dialed to reach the queue.

The Queue Callback feature is only available to Enterprise License holders, use our easy to follow guide  to upgrade.

Give Your Customer More Time Back in Their Day It’s no secret that most customers dread calling into businesses.

The Queue Callback feature is only available to Enterprise License holders; an Admin/Supervisor can upgrade licenses anytime.

The queue callback feature helps agents manage queue call volume during peak times, improves the customer experience by removing long wait times on the line, and reduces calling costs.

Do I need a license for Queue Callback? Yes.

Admins/Supervisors can filter and monitor Queue Callbacks using the Team Activity Dashboard and the Company Activity Dashboard.

When enabled the Queue Callback feature will automatically use the below default prompts: Callback Request Prompt    This is the prompt callers will hear when calling into your business.

Teams is a modern and collaborative feature available to AVOXI Contact and Enterprise  License holders.

Administrators can record or upload custom callback requests, confirmation messages, and agent alert prompts which can be defined/configured at a  team  level.

Configure a voicemail for your team  using custom voicemail greetings.

Select your Screen Pop template to determine the information displayed on your agent's web phone when receiving an incoming queue call.

If you'd like to create a screen pop in Flow Builder by retrieving data from another system (e.

As an Administrator and Supervisor, you can delete team members who have left the company or moved to another team.