Understanding call queues

Calls are represented as tickets in Enchant.

A call ticket will be queued in the inbox it's associated with.

Every inbox provides it's own call queue

Since every inbox has its own queue, multi-department call centers are implemented using multiple inboxes. If a single inbox has more than one call channel, all call channels for that inbox will share the inbox's call queue.

Some options are configurable from General settings of every inbox:

  • Max size of the call queue

  • Max time a customer can wait in the call queue

If a customer exceeds the wait time or if the call queue is full, the customer is automatically routed to voicemail.

When is Enchant ringing for a user

An unanswered call ticket will only ring users within the inbox it's associated with.

If a ticket is unassigned, it rings all users in an inbox that are available for calls.
If a ticket is assigned to a specific user, it only rings that user.