Inbound ops
Run the inbound desk day to day: call-backs, queue pausing and draining, voicemail, holidays and emergency closures.
Where to find it
Calls › Inbound ops
Open this screen
Steps
- Open Calls › Inbound ops in the sidebar.
- Read the cards: call-backs waiting, the call-back service level over 7 days, new voicemail and holidays configured.
- Work Callbacks, overdue first.
- Use Queue controls to pause, resume or drain a queue.
- Turn Voicemail into call-backs, and set Holidays & emergency.
- Press Routing simulator to see where a call would go.
Troubleshooting
A red banner says Emergency closure is active.
Every queue plays the closure message. An administrator or manager presses Lift closure to end it.
Tips
- Calls left on hold appears when a caller is parked: nobody is waiting on a queue for them and no alert fires.
- If an action is refused (for example, it needs a manager), the reason is shown on the screen and nothing is changed.
Good to know
- Pausing, draining, recovering abandoned callers, holidays and emergency closures are for administrators and managers.
Related how-tos
- Work the call-back list Take a waiting call-back, call the customer and record whether you reached them.
- Pause, resume or drain a queue Stop new calls arriving in a queue, or turn everyone still waiting into a call-back.
- Turn a voicemail into a call-back Read new voicemail and queue the caller for a call-back.
- Add holidays and run an emergency closure Close queues on holidays, and close every queue at once with a message in an emergency.
- Check where a call would go (routing simulator) Walk a pretend call through every rule (hours, holidays, capacity and skills) without dialling anything.
- Pick up calls left on hold Find callers left on a park slot and pick them up before they hang up.
- Queues & SLA Watch calls waiting, the service level and live calls per queue, and configure each queue's targets, hours and routing.