More help managing queues with call lists


A lot of surgeries (indeed, businesses in general) tend to have peak times for callers to call. We now have a large collection of tools to help deal with this problem. From queues which allow calls to stack up where callers receive their queue position, through to tools within babblevoice Desktop to help manage the queue. And then of course our reporting suite babble Vibes which indicates problems, helps you to manage staff and staffing levels.

We now have another option. Hint, the title of this document and my previous blog post.

Call Lists

In my previous post I hinted at the work we are doing in call lists. The release (which will go live this Sunday) includes all of the updates to call lists.

Call lists have been around in babblevoice Desktop for some time. A call list is our name for an automated dialler. But, we call them “Call Lists” as we are using this type of functionality for other purposes.

As a note, you don’t need to use the automated dialling part, you can just use it as a type of TODO list for a list of people you have to call one at a time.

We have taken our previous call list feature and made it domain wide. Previously, if you created a call list in babblevoice desktop, we viewed it as transient work - that is we didn’t save it as it was a work list you were working on at the time.

Now, we have made call lists domain wide. If 2 users of the same domain open the call list feature in babblevoice desktop, you will see the same list. There are ways to filter data if need be to separate out work between users, but this allows a manager to add patients/customers to call, whilst a team of users work on that call list.

As users work through the list the list, on each computer, is updated in real time.

Call lists from Rules

We have also released a feature to add a caller to a call list from a call queue. Take these 2 rules:

When an incoming call comes in on 01442299280 say ‘please dial 5 to have us call you back at any time’ then change the queue strategy to enterprise then enable queue position announcements then if a caller dials 5, whilst waiting in a queue, then jump to rule callback then queue the call for group test with a really low priority, queue for 3600 seconds then hangup the call with the reason normal clearing.

And also

When a call comes in for callback then add the caller to the call list with tag callback, set the callback for now then say ‘we will call you back as soon as possible’ hangup the call with the reason normal clearing.

NB, I will assume you know about call rules. No matter if you don’t, it should be fairly explanatory. If you would like to know more then perhaps have a read of our rules doc for more information.

So, what’s going on?

  1. A patient calls the practice
  2. The first thing babblevoice does is read that announcement “please dial 5…”
  3. It then configures the queue to allow the call to exit the queue and jump to another rule, in this case callback
  4. If the patient dials 5, then they jump to callback, their caller id is used add them to a call list which will be added to babblevoice desktop for a scheduled call back

Once this is complete, Desktop users will be alerted to the callback via the number balloon, and the list will allow an agent to work through it.

Help - what the…

Ok, I realise there is a lot going on here. If this sounds of interest get in touch. We are always happy to talk about our stuff.

The babblevoice team

By Nick Knight, Feb 11, 2020  

#Administrator  #User  #Technical