The Queueing service in the Nucleus can route calls in a variety of different ways. Customers may report that calls are not being routed in a way that is acceptable to them. For example, the customer may want the longest waiting calls routed first and it is not happening in their IVR. This article provides information about changing how calls are routed when using a queueing service.
- Queueing service has been assigned to the number.
- Access to the Nucleus platform.
The queueing service can distribute calls in several different ways. Follow the steps below to set this configuration option.
- Log into the Nucleus platform.
- Navigate to Call Handling > RNP Queue Manager.
- Select the Configure button next to the queue associated with the number you are having an issue with.
- Select one of the following options for the Distribution Method. The distribution method will determine how calls are routed to the respective endpoint.
- Single: Deliver to just one destination number.
- Linear: Delivered in the order displayed, always starting with the first destination.
- Cyclic: Uses a strict rotation through each destination trying each destination in turn.
- Longest waiting: Orders the destinations using the time since the last call connected call.
- Concurrent: Calls all destinations simultaneously.
More information about the queueing service can be found in the Configuring a Queueing Service article.
If setting the correct distribution method does not correct the issue, use the Creating a Support Ticket with BCH article to create a support ticket with BCH for them to resolve the issue.
Once the steps above have been completed, request the customer to test the IVR and confirm the issue is resolved.