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Planning the number of ports you require 421
A voice callback request prompts the caller for the following information:
• A telephone number at which they can be contacted
• The caller’s name (recorded as a .wav file for playback by an ACD agent)
• A confirmation to submit the request
Once the caller provides the information, Intelligent Queue hangs up and records the request in the database
for processing.
Web callback request
Web callback allows a customer to request an agent callback via the Web. The customer completes a Web
callback request on an HTML/ASP page that is designed and hosted by the Intelligent Queue customer.
Intelligent Queue then submits the information to the database for callback processing.
A web callback request prompts the caller for the following information:
• The telephone number at which they can be contacted
• The customer’s name (presented as a Text To Speech (TTS) rendition to the ACD agent)
• The target ACD path
Intelligent Queue then submits the information to the database for callback processing.
Agent call recording
Call recording, for quality monitoring purposes, requires that ports be dedicated as recording ports to ensure
availability and to avoid call collisions with incoming calls. Intelligent Queue administration initiates this
functionality and saves all recordings as .wav files.
Using Intelligent Queue, a user with sufficient rights enters an agent ID or extension number to request that a
current call, or the next call received, be recorded. An agent that is being recorded cannot be monitored by
anyone else at the same time. Once the recording completes, the user can access the recording with
Intelligent Queue Administration to view the success or failure of the request and to play, export, or delete the
recording.
Please check your municipal, provincial/state, and federal laws governing the use of call recording. Agent call
recording is for "ad hoc" recording, and not for recording all agent calls.
Call detail reporting
The Call detail reporting option requires Contact Center Management (version 5 or higher) and Microsoft
Excel to generate reports. Call detail reporting allows the system to report on the activity of Intelligent Queue.
For example, you can generate a report that lists the choices callers are making in the interactive trees. This
option helps you to make decisions about future call handling and processes, with an eye to continually
improving service and effectiveness. You can create reports based on selections made by in-queue callers to
navigate through Intelligent Queue.
Planning the number of ports you require
NOTE:
• System requirements change based on the number and type of ports you add.
• You must be a registered user to access Mitel OnLine. First time users will be prompted to register and
create a username and password which can be used on all subsequent visits