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  • Q: Managing Call Volume with Call Control
    A:

    A standard call queue places callers on hold until an agent is available, with each agent handling one call at a time. The Call Control feature complements a regular call queue by limiting how many calls can simultaneously connect to your phone system, regardless of the number of available agents. This ensures your system isn't overloaded by managing overall call volume effectively.

    Think of Call Control like a bouncer managing the entrance to a venue: it ensures the venue never exceeds its maximum capacity. Callers will wait in line until a spot is free. If the queue becomes too long or the waiting time too extended, callers may be turned away or redirected according to your configured settings.

    Connected Calls

    Limits the number of calls that can be connected simultaneously. Additional callers are placed in a queue (on hold).
    Example: If your phone system can only handle 5 simultaneous calls, set this limit slightly lower (e.g., 3 or 4) to ensure lines remain available for outgoing calls.

    Hold Calls (Maximum number of calls on hold)

    Limits how many callers can wait in the hold queue, controlling queue length and caller wait times. When the limit is reached, new calls exit Call Control and are handled according to the Announce and Hangup When Full settings.

    On-Hold Greeting (Yes/No)

    Determines whether callers hear a custom greeting before being placed on hold.

    • If a custom greeting is provided and this option is enabled, callers hear your customized message before entering the queue.
    • If no custom greeting is provided and Announce is enabled, callers will hear the default message: "Please wait for the next available agent."
    • If disabled (set to "No") and no custom greeting is provided, callers are placed directly on hold without a greeting.
    Announce (Yes/No)

    Provides callers on hold with verbal announcements about their current position and other important notifications, including:

    • Position changes: Announces the caller’s current position every time their position changes.
    • "All our agents are currently busy."
    • "The maximum waiting time has been exceeded."
    Hold Delay (Maximum hold time)

    Sets the maximum duration (in seconds) a caller can wait on hold before exiting Call Control.

    • If the limit is exceeded and Hangup When Full is enabled, the call will be disconnected.
    • If Hangup When Full is disabled, the call proceeds to the next step in your IVR.
    Position Offset

    Adds an offset to the announced queue position to better reflect the actual waiting time or caller experience. Useful only when Announce is enabled.

    • Example: If your phone system has a separate call queue (e.g., 5 calls queued and 2 agents), set the offset to "3" so the caller's announced position accurately reflects their actual wait.
    Hangup When Full (Yes/No)

    Determines how calls are handled when the maximum hold queue length or hold time is reached.

    • If enabled, calls are disconnected immediately upon reaching the queue limit or exceeding maximum hold time.
    • If disabled, calls exit Call Control and continue to the next IVR step or call handling logic.
  • Q: Can I activate a DISA?
    A:
    Yes, it's possible to have a DISA added to your current IVR, or one can be created only for this service.

    What is a DISA? 
     

    Dial-In System Access (DISA) is a system feature which allows a user to access the phone system from external sources.

    This feature allows the caller (for example, on a cellphone) to connect into the company phone system and make outbound calls. The caller dials the company number, then select the option with DISA capabilities (preferably a hidden option) and then provides the security PIN. This allows the caller to access the available company services like international calling, all the while keeping their personal phone number private.

     

  • Q: Can I change the default music for the music on hold?
    A:

    Yes, it is possible to change the default music on hold (MOH).

    If you DO NOT have an IVR (Virtual Attendant)

    A- Upload your Media File

    1. Login to your client account.
    2. Click on "Media Manager" in the "Cloud PBX" section, via the main menu.
    3. Click on "Add a file" to upload your media file.

    B- Add file to Music on Hold Profile

    1. Click on "Music on Hold" in the "Cloud PBX" section, via the main menu.
    2. You can create a new profile or edit a profile.
    3. Add the media file to the profile, via the Music list box.
    4. Click on "Save".

    C- Set your Music on hold default

    1. Click on "Global Settings" in the "Services" section, via the main menu.
    2. Click on the "Miscellaneous" tab.
    3. Select the Music on hold profile for the newly created profile.
    4. Click on "Save".

    If you HAVE an IVR (Virtual Attendant)

    1. Login to your client account.
    2. Create a Music on Hold profile (see Point B above).
    3. Add your media files (see point A above).
    4. Contact us via the contact form, so we can assist you for the next steps.
  • Q: Configure a DISA in an IVR
    A:

    To add a DISA, create a virtual attendant / IVR, access your account and follow these steps:

    1. Access "Virtual Attendant / IVR" in the "Cloud PBX" section, via the main menu.
       
    2. Click on the "New" button. You will be prompted to accept the charges, if applicable.
       
    3. Insert a "Friendly Name" to label your new entry.
       
    4. Select a "Sub-Account", if applicable.
       
    5. In the Structure tab, select the "Root Menu".
       
    6. Click on "+ Option" to create a new option. You will be prompted to provide the New Option sequence you want to create.
      For security purposes, we recommend a 3-digit non-sequential number. 
       
    7. Set the Status to "Online".
       
    8. In the Condition, provide an "
      For security reasons and to avoid call fraud, we recommend providing a 4-digit PIN.
       
    9. In the Execution, provide the following:
      • The "
      • The "
        If left blank, the default CallerID Name and/or Number will be displayed.
         
    10. In the Local Extension, enter "777" and hit space.
      This is the hidden extension to activate the DISA feature.
       
    11. Click on "Save". 

    This option can also be added to an existing IVR.

  • Q: Do you offer any sort of Interactive Voice Response service (IVR)?
    A:

    Yes we do! The Virtual Attendant service will allow all your employees to be reachable at any time on their phone.

    Although human intervention remains the best choice for greeting your callers, with the help of a few personalized recordings, this service allows you to reduce this load, filter calls at the source and even route calls outside of office hours.