Release Notes 06.28.2024

The following feature has been added to FrontSpin:

ACD Queue Scheduling and Forwarding

The scheduling feature empowers users to define specific operational hours for their queues, aligning call reception with business hours or any preferred time frame.

With the new scheduling tool, users can:

Define Active Hours: Set times when the queue is open to receive calls.
Manage Calls Outside Active Hours: Choose how calls that arrive outside these hours are handled, with options like forwarding to voicemail, another phone, or a different queue.

The exception feature allows users to specify particular dates & times when the standard queue settings are overridden.

With the exceptions being implemented, users can:

Set Non-Operational Periods: Designate specific times when the queue is inactive, providing clarity and predictability in call handling during holidays, special events, or other out-of-routine occurrences.
Decide on Exception Handling: Select an appropriate action for calls received during these periods, mirroring the off-hours options.

How to Utilize:

As seen in the image below, there are several field options that have been added. The two to note are "Voicemail Email" and "Timezone". The "voicemail email" allows the admin to set up a voicemail for the queue line. Once the caller leaves a voicemail, the recording will then be sent to the email provided in the field entry.

To edit this info, please go to settings>ACD Queues>select and edit, or create an ACD Queue>main settings. If you need guidance on how to create a new queue, please go to https://support.frontspin.com/article/107-automatic-call-distributor-acd-queues.

Once you have completed the settings portion, you can then add a schedule by going to the "Scheduling" tab at the top. To enable and set hours for the ACD Queue Schedule, simply hit the switch above the working hours to activate it. You will then be able to adjust the hours that define the schedule. After choosing your desired hours, please note that you can now have the queue forwarded to a voicemail, a verifiable phone number, or a secondary queue.

Lastly, exceptions can then be added under the specified tab. For example, this would be best used for things like holiday's. If there will be no one present on a specific day for a queue, admins can now ensure the inbound calls will either reach a separate queue, a voicemail, or a verifiable phone.

If you need any assistance with this or have any questions, please reach out to our team via email at support@frontspin.com.