Switchvox - How Do I Send A Notification Email When A Queue Call Is Not Answered.

It is important to monitor how queues handle the volume of call they receive, and tracking unanswered queue calls is a vital part of this. If there is a consistently high number of missed calls in queue it may help to lengthen the amount of time a caller is waiting in queue or add more members.

Email Notifications Can Be Added To Any Queue By Using the In Queue Call Routing Rules.

1. Click Tools -> IVR Editor and create a new IVR menu called Qmailer

2. Add a new Action to the Qmailer IVR for 'Send An Email'

3. Enter your monitoring email address in the Send To field.

4. Enter a From Address, this is who the email will appear to be from

5. Enter a subject: 'Missed Call From %CALLER_ID_NUMBER%'

6. In the email body enter: '%CALLER_ID_NAME% Called From %CALLER_ID_NUMBER% and the call was not answered by the queue.'

7. Ignore the Sound Attachments fields and save the action

8. Go to Setup -> Extensions -> Manage, Click Create New Extension, Choose Type IVR, click create.

9. Enter extension 201(example) and select Route to IVR Menu: Qmailer and Click Save IVR Extension.

10. Choose a queue to monitor for unanswered calls. For this example, I will use MyQ at extension 200.

11. Under Setup -> Extensions -> Manage, Find the Queue and Click its Modify button.

12. Click the third tab 'In Queue Call Routing', and choose 'If a queue call has passed through the Ringing Strategy' 1 Times *

13. In the box for the extension it routes to, choose the IVR extension (201) and save the call queue.

14. Finally go back to the IVR Editor, Select the Qmailer IVR.

15. Add a Dial Extension or Send To Voicemail action to route the call back into the same queue, a different queue or to another extension/voicemail.

Now when a Queue Call from MyQ is not answered before being redirected, an email will be sent to the provided address as it passes through the IVR.

Times Passed through Ringing Strategy can be any value that is desired. This method will also work with the other InQueue Routing Rules.