Managing calls efficiently is critical for businesses. With Advanced Queue features now available for the Sangoma Phone Desktop Softphone App, users of FreePBX and PBXact platforms in contact center agent roles can streamline call handling, optimize team performance, and enhance customer service.
Two new configuration wizards are also now available for the Sangoma Desktop Phone app: the Setup Wizard for system administrators to quickly configure settings and enable the desktop softphone for multiple users, and the Supervisor Wizard, which helps supervisors easily manage and monitor call queues for better efficiency.
These updates not only boost productivity, but also provide a compelling alternative to legacy third-party apps, which have seen diminishing technical support, fewer security fixes and reduced software maintenance over the years.
Here’s a guide to these new features.
Advanced Queue Features
-
- Call Monitoring for Supervisors – Supervisors can monitor and intervene in calls through:
- Monitor: Listen-in without interrupting the call.
- Whisper: Speak to agents without callers hearing.
- Barge: Join calls to resolve issues directly.
- Queue Call Control – Users with permissions can:
- Log agents in or out.
- Assign waiting calls to specific agents.
- Adjust call priorities to reduce wait times.
- Real-Time Insights – View member activity, waiting calls, and past outcomes (answered, missed, abandoned). These stats help monitor performance and identify issues quickly.
- Custom Alerts – Set desktop notifications for when waiting calls or wait times exceed thresholds, ensuring immediate action is taken.
- Centralized Dashboard – Consists of two tabs:
- My Queues tab shows queues relevant to specific users.
- The All Queues tab offers supervisors detailed visibility across all queues.
- Call Monitoring for Supervisors – Supervisors can monitor and intervene in calls through:
Setup Wizard Features
Streamline user enablement with the Setup Wizard, designed to simplify and accelerate setup for organizations of any size. With a user-friendly interface, automatic system checks, and effortless scalability, it helps save time, minimize errors, and supports growing teams with ease.
Key features include:
- Validates system prerequisites with clear status updates.
- Enables bulk user activation for efficient management.
- Simple workflow with step-by-step setup for faster configuration.
Supervisor Wizard Features
The Supervisor Wizard simplifies queue management and monitoring, saving time and reducing overhead.
Key features include:
- Guided Setup results in a smooth, structured process.
- Assign Supervisors Easily.
- Permission-based access for visibility and monitoring.
- Intuitive Interface for Quick Setup.
Why Choose Sangoma Desktop Phones for Call Queue Scenarios?
If your business relies on outdated applications that no longer provide consistent support responses, the new Sangoma Phone Queue features offer a modern, reliable alternative. Unlike legacy tools tied to older FreePBX versions, the Sangoma Phone Desktop App benefits from ongoing development, providing more robust and secure access to the latest call management advancements.
With an intuitive interface, advanced functionality, and intuitive step-by-step wizards, administrators, supervisors and agents can efficiently manage calls, minimize delays, and optimize workflows for faster resolutions and higher satisfaction. These features streamline communication and enhance productivity, ensuring smooth operations and exceptional service.
Upgrade your call management with the Sangoma Phone Desktop App and experience the difference today!
Special thanks to all those early adopters who participated in our Advanced Queues beta program! ☺️
Documentation
Wiki page: Sangoma Phone Desktop Client Queues
Wiki page: Sangoma Desktop Phone Setup Wizard
Source link
No Comment! Be the first one.