Call Queue and Virtual Secretary (IVR) is an additional service of Telia Business Phone consisting of two functionalities sold separately or together.
Call Queue allows to place the incoming calls in a queue and play an audio file (music and/or text on hold) to the caller. It is also possible to send a welcome message to the caller before placing the caller in a queue, which will always be played until the end, and thereafter the call will be directed to the queue.
Virtual Secretary allows the caller to choose the appropriate service using keyboard shortcuts.
The service has two work modes managed by time schedule:
- In an open work mode, calls are placed in a queue or the caller can choose the desired service using keyboard shortcuts.
- In a closed work mode, the call will be ended and/or previously recorded message will be sent to the caller or the call will be directed to other number. In the closed mode, it is not possible to use the queue and IVR service anymore.
By the means of a time schedule, it is possible to determine the open times, dates and weekdays related to the service in intervals or single dates or weekdays. If no time has been established, the service is constantly open (initial status). During the open time, it is possible to send at first a welcoming message to the caller and thereafter the audio file of the queue. We recommend to use the welcoming message, when it is necessary to send at first a message to be played until the end to the caller.
As an initial setting of the Call Queue service, the calls will always be immediately directed to the queue.
|Service ||Price without VAT ||VAT ||Price with VAT |
|Call queue ||7 ||1,4 ||8,4 |
|Virtual Secretary (IVR) ||7 ||1,4 ||8,4 |
| Configuring the Call Queue and Virtual Secretary ||20 ||4 ||24 |
Who is the target group of the Call Queue and Virtual Secretary service?
The Call Queue and Virtual Secretary service is meant for the clients who receive more incoming calls to their phones than usually, but not so much calls that it would be necessary to consider the introduction of the Call Centre service.
The clients using this service may be secretaries answering company’s phone, smaller client services receiving orders from their clients, such as hair salons, information phones of beauty parlours or sports clubs. This service is certainly suitable for family physicians, who have phone consultation times at certain times of the week.
In addition, the service is suitable for the clients who want to notify outside office hours the callers of their working schedules, in order to offer a possibility to call again.
The clients can use the option to send the caller during waiting time some information about their company or services.
In conclusion, we recommend this service to the clients whose phones are always busy and who want to provide the callers with a convenient opportunity to wait in a queue, instead of letting the clients to call back repeatedly.
The service is not meant for organising mass callings and phone voting and thus it is allowed to receive a maximum of 300 calls in one minute, in order to avoid overloading technical equipment forming the basis of the Service. The calls which number exceeds the aforementioned maximum limit will not be handled in this minute.
The client can manage the Service in the Business Client Self-Service at teenused.telia.ee in subsection Call Queue and Virtual Secretary (IVR) and Audio Files.
After the activation of the Call Queue service, the caller will immediately hear the audio file of the queue (a message with music).
In order to activate the Virtual Secretary (IVR) service, the client must configure the service in the Self-Service - i.e. to activate the audio file and the respective keyboard shortcuts. For temporary suspension, the client can switch off the time schedule in the Self-Service and then the settings of closed time will be implemented.
For better functioning of the Call Queue and Virtual Secretary service, we recommend to use the Business Phone extra package. We recommend to use the extra package particularly in the situations where the answered calls are often directed to other number.