Routing FAQs
Question 1) Can I swap my call routes on the go?
Answer) Yes you can! To do this:
If you need any further help today, please don't hesitate to contact our friendly support team on +443300437543 or by email!
Question 2) What are the different types of ring order for call queueing?
Answer) The Call Queue function that we offer has various ways of which to ring your Expediusly users, and this FAQ details how each selection works! The ring order can be set for each Queue Group.
Fewest calls - For each inbound call, it will call the user who has answered the least amount of calls before moving on (The time to move on is determined by the “Timeout before moving to next member”)
Least talking time - The duration of every phone call is recorded, and with this method it will call the person who has spent the shortest total duration of calls for that Ring Order Period - which is set in the box alongside.
Longest idle - The longest idle order will call the person who hasn’t answered a call for the longest time.
Ring all - This will ring all of the phones simultaneously while placing the caller in the queue. The “Timeout before moving to next member” and “Ring Order Period” options are not needed for this method.
Sequential (Across calls) - This Ring Order will call each user in the group in a Sequential manner, and each new call will move to the next member in the order.
Sequential (Restart each call) - This Sequential order will follow the same rules as the above, in that it will call each user in turn, before moving on to the next member. However, for each new call, it will start with the same user before moving on to the next.
If you need any further help today, please don't hesitate to contact our friendly support team on +443300437543 or by email!
Question 3) What can I check if I’m having problems with my call queue?
Answer) The first thing to check with Call Queues, in any case, is to ensure that the route itself is set correctly - we have an FAQ on creating a Call Queue!
There are a few steps to take when there's an issue with your users ringing in a Call Queue - each step is detailed below:
Check the User is in the Hunt Group - Despite being very basic, sometimes new users are missed out from being added into Call Queue Groups - You can simply check which Hunt Group you have assigned in the Call Queue Groups section, and make sure the user is selected in here.
The User is in my Hunt Group but still not working? - With all Queue Groups, you have the option of using a shortcode to toggle availability - this will have been created by a member on your account, but will be shown under Config > Shortcodes in the Expediusly account. When you use this shortcode on your device, it will play an audio prompt letting you know if you've set yourself to 'Available' or 'Unavailable'.
Make sure the user is registered - In your Expediusly dashboard, in the users page you're able to see whether a User is Registered on a device or not. If not, try rebooting the device to see if it reconnects.
Check to make sure you're using the correct Ring Order - each Ring Order makes the inbound call ring in a different way, we have an FAQ regarding the different Ring Orders.
If you need any further help today, please don't hesitate to contact our friendly support team on +443300437543 or by email!
Question 4) What is the difference between a time diary and a call route?
Answer)
Call Routes -
Call Routes are a set of instructions that allow you to make and receive calls. For example, you can set instructions such as to play a sound, allocate a call to a queue and provide options for a caller to press or send the call to voicemail. These options can be set in the ‘Routing' area of your dashboard.
Call Routes will apply to calls 24/7 for whatever number they are assigned to. You can assign a Call Route to a number in the ‘My Numbers’ area of your dashboard.
To find out more about Call Routes, check out this link:
Time Diaries -
Time Diaries, on the other hand, are a way to manage your Call Routes in more detail. You can assign different Call Routes to different times of the day to fit your business hours! For example, setting an out-of-hours message to play automatically after your business closes.
Like a Call Route, Time diaries can also be allocated to certain phone numbers, but will enable you to utilise different call routes at different times throughout the day or week.
To find out more about Time Diaries, have a look at this page.
Let’s take a small high street shop, for example. They are open Monday-Saturday from 9-5 pm and 10-4 pm on Sundays.
A Time Diary would allow the shop to have different call routes when they are open and closed. They could direct the caller to a voicemail or alternative audio when they are closed and send them through to the shop when they’re open.
Alternatively, if a single call route was assigned to this shop’s number, the same route would happen irrespective of whether the shop is open or closed.
If you need any further help today, please don't hesitate to contact our friendly support team on +443300437543 or by email!
Question 5) Can I forward calls from my SIP user?
Answer) Call handling settings allows you to configure how inbound calls to each user on your account are handled, with various options such as send to a personal mailbox, forward to an external number or simply hang up.
You can find these settings on your Expediusly dashboard by going to Voice > Users > Users > Editing the SIP User (Via the blue pencil icon!) and the Call Handling tab.
Once here you'll see the below settings:
My Personal Mailbox: You can assign a personal mailbox to your user, which can then be accessed by dialling your Personal Mailbox Access Number. (Which can be found on the mailboxes page)
Unconditional Call Forwarding: Here you can overwrite any existing call routes to this user, and forward the calls to a designated number so calls to your user will be forwarded there instead. (This can be adjusted for either Internal Calls or all DDI Calls)
Edit Call Handling Routes: Here you can change more advanced settings as to what happens when your user is receiving a call either internally, through a transfer, or a call to your DDI and these 3 options are as follows:
When I'm Busy- If you are currently on another call
When I don't Answer- If the call isn't answered
When I'm Unreachable - If you are offline or we cannot reach you for any other reason
Toggling ‘activate call handling routes’ will allow you to configure the handling routes for the aforementioned scenarios as seen below:
Call Handling Page
If you need any further help today, please don't hesitate to contact our friendly support team on +443300437543 or by email!
Question 6) What are the basics of a queue notice?
Answer) Queue Notices make up a crucial part of Expediusly's Call Queueing feature, they allow callers to get constant and customisable reassurance to keep them on the line, reducing the number of abandoned calls.
To get started on adding a Queue Notice head over to the dashboard Voice > Inbound Settings > Call Queuing or follow this link and swap to the 'Queue Notices' tab at the top!
1. Queue Notice Nickname - What you would like to call your Queue Notice?
2. Play Frequency - How often would you like your playlist to play?
3. Start playlist after - How long should the caller be in the queue, before the playlist starts?
4. End playlist after - How long should this playlist play for? If you set this, you'll be able to start another playlist afterwards.
5. Add audio files to playlist - Here you can select an audio file that is on your account. Hit the play button to preview the audio and the plus button to add it to your playlist.
6. 'Thanks for Holding'- This is an audio file that has been added to the playlist.
You can select this Queue Notice under your call routings 'Place The Call Into a Queue' module, as shown below.
If you need any further help today, please don't hesitate to contact our friendly support team on +443300437543 or by email!