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Cloud Phone System

Agent Group Setup and Configuration

This guide provides detailed instructions on setting up and configuring agent groups, including recording greetings, listening to greetings, configuring caller options, and using star codes for logging in and out of agent groups.

Record Greetings

To record greetings for your agent group, follow these steps:

  1. Dial the Recording Code
    • Dial *98 followed by the agent group number and the greeting number (e.g., *98<AgentGroupNumber>*<GreetingNumber>).
  2. Record the Greeting
    • Press the record button on the telephone keypad and start recording your greeting.

Listening to Greetings from the Phone

To listen to greetings quickly from the phone:

  1. Adjust the Gap Between Announcements
    • Change the gap between announcements to 1.
  2. Call the Agent Group
    • Call the agent group directly from your phone to hear the recorded messages played in quick succession.

Caller Options

Caller options allow callers to exit the agent group queue and connect to another destination. Here’s how to configure and inform callers of these options:

  1. Configure Caller Options

    • Use the Caller Options fields to map telephone keypad numbers to other extensions or phone numbers.
    • Example configuration:
      • Greeting 2: "Our newest release offers this and that... If you want to leave a message, please press 1 now." (Mapped to extension 503)

  2. Inform Callers of Options

    • Use recorded greetings to inform callers of the available options. The system does not do this automatically.
    • Example greetings:
      • Greeting 0: "Welcome to CompanyABC. Your call is important to us. Please hold."
      • Greeting 1: "Sorry, our lines are still busy... Have you checked our support site for answers to your question?"
      • Greeting 2: "Our newest release offers this and that... If you want to leave a message, please press 1 now." (Caller Option 503)
      • Greeting 3: Another message...
      • Greeting 4: Another message...

Log In and Out Star Codes

Agents must log into the queue to start receiving calls and log out when they wish to stop receiving calls. Here’s how to use star codes for logging in and out:

  1. Log In/Log Out of All Agent Groups

    • To log in to all agent groups: Dial *64.
    • To log out of all agent groups: Dial *65.

  2. Log In/Log Out of Specific Agent Groups

    • To log out of a specific agent group: Dial *65<AgentGroupNumber>.
    • This will log the agent out of the specified agent group while retaining logged-in status for other groups.

By following these steps, you can efficiently set up and manage your agent groups, ensuring smooth operation and optimal customer service.

If you have any questions or need further assistance, please contact our support team at support@vantact.com.