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FAQs
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QueueBuster Frequently Asked Questions
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| The Caller Experience |
The Agent Experience |
Technical: Integration & Installation |
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| How do callers get into the QueueBuster system? |
Does the agent still get CLI? |
Will QueueBuster connect to my switch? |
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| Can callers still use our existing IVR / ACD? |
How much agent training is required? |
Can QueueBuster split its calls between switches? |
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| We have several queues. Will QueueBuster handle them all? |
What does the agent do? |
Do customer callbacks have to go out through my switch? |
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| How does QueueBuster know the caller’s number? |
Does the agent have to dial anything? |
How quickly can QueueBuster be installed? |
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| What if the caller’s number (CLI) is not their direct line? |
What if the customer is busy when the agent calls back? |
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What if someone else answers, and the caller is out? |
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| Q "How do callers get into the QueueBuster system? |
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| QueueBuster can sit behind or in front of your switch and can pick up calls at any point in your call flow. A NetCall configuration expert will talk through your individual needs and work out where QueueBuster can best fit into your configuration. |
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| Q Can callers still use our existing IVR / ACD? |
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| Certainly. You can divert calls to QueueBuster at any point in your standard call flow. Alternatively, you may want to overflow calls to the QueueBuster system at busy times. Again, NetCall can help you understand where QueueBuster will fit. |
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| Q We have several queues. Will QueueBuster handle them all? |
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| QueueBuster handles input from multiple sources and you can specify individual routing rules for where to queue these calls. It will keep calls from different inputs separate in the system. This means you can offer QueueBuster to callers to different departments. |
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| Q How does QueueBuster know the caller’s number? |
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| QueueBuster needs a number on which to call the customer back. In the majority of cases, it detects this number automatically ("CLI" or "ANI"). There are several ways of dealing with the few callers who don’t present CLI (ANI). QueueBuster can prompt them to enter their CLI using their telephone keypad. If a caller has trouble entering their CLI, QueueBuster can re-present them to your queue. To avoid any complication, some customers even decide not to offer this minority the QueueBuster option. |
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| Q What if the caller’s number (CLI) is not their direct line? |
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| QueueBuster can offer callers the option of entering an alternative number they’d like to be called back on. However, if QueueBuster detects a main switchboard number the callback still works. Because QueueBuster records the caller’s name, an agent who calls a main switchboard number simply asks for the caller by name and is put through. |
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| Q Does the agent still get CLI? |
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| Yes. QueueBuster presents caller CLI just like an incoming caller, so that any agent display, screen pop or CRM application relying on CLI will continue to work as normal. This means you keep all your existing hardware and software AND laborious integration work is eliminated. |
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| Q How much agent training is required? |
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| In our experience, very little. Agents need to be aware that they may now hear an automated prompt when they answer some calls, and that this will be followed by an automatic outbound call. |
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| Q What does the agent do? |
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| QueueBuster announces to the agent that this is a call back, and may tell them "When you are connected, please ask for…" followed by the customer’s name. |
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| Q Does the agent have to dial anything? |
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| No. Depending on your equipment, agents may be prompted to press a single digit on their telephone keypad to confirm they are present and ready to take the call. |
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| Q What if the customer is busy when the agent calls back? |
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| You can set retries on the system to automatically store the call request and retry later (e.g. every 10 minutes, up to 3 times). The agent is told "This caller is busy. QueueBuster will retry the call." On the final retry the agent may be announced the caller’s number, if a followup call is still required. |
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| Q What if someone else answers, and the caller is out? |
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| QueueBuster can give agents a reschedule option. When the called party hangs up, the agent types a simple sequence on their telephone keypad to schedule the system to try again (e.g. in 5 minutes, 2 hours, tomorrow at 9.30). |
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| Q Will QueueBuster connect to my switch? |
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| If your switch "talks" digital to the PSTN (public phone network), it can talk to QueueBuster. Our non-reliance on CTI means that we can communicate effortlessly with practically any switch, including large CO (central office) equipment.. |
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| Q Can QueueBuster split its calls between switches? |
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| Yes. Many large customers have one PBX to handle internal traffic, and another for making outgoing trunk calls. Because QueueBuster makes an internal call to the agent, and an external one back to the customer, the system is specifically designed to be able to route its calls to the appropriate switch. |
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| Q Do the callbacks to customers have to go out through my switch? |
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| Not at all. QueueBuster will make its outbound calls directly onto the PSTN through E1 / T1 lines provided to your organisation by any telco. This has the advantage of reducing installation time and reducing the load of call traffic on your equipment. |
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| Q How quickly can QueueBuster be installed? |
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| Our current estimated lead time for the equipment is 2 weeks, with between 1 and 3 days’ on-site installation (depending on configuration). |
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