All TLD members are now using the same config style and as a result we can more easily troubleshoot and solve problems that may arise.
Frequently Asked Questions / Situations
What is a queue?
A queue is a line (or queue, if you will) of callers that will ring all members until the call has been picked up, in which case the next caller in line is advanced and proceeds to ring all the members. Often these are attached to at least one of your inbounds. Queues can be added, customized, fixed, or changed by contacting Esotech via support ticket or phone call. Queue changes are not considered urgent unless they are preventing calls from being received.
I want to Live Transfer calls to my agents on one of my inbounds.
Live transfers MUST be reported to Esotech so that we may optimize the DID or Toll Free in question to prevent queue usage due to live transfer policies.
Extension Patterns for your Office
With the aforementioned config changes comes a new extension pattern some are already familiar with, but with extra features now added:
_1XXX Stations. ex. 1001 dials station01
_3XXX Verifiers. ex. 3003 dials verifier03
_7XXX Managers ex. 7005 dials manager05
_9XXX Admins ex. 9002 dials admin02
1000 Station Queue. Rings all stations.
3000 Verifier Queue. Rings all verifiers (“Internal Verification”).
Extra patterns:
_00XXXX Esotech Inc. ex. 001 for Sales, 002 for Support.
_0YXXXX Interoffice (Request List of Offices for Y)
Legend:
Y represents client ID digits of the TLD office you wish to contact. You may request a list of offices if you need to contact another office.
X represents extension digits, ex. stationXX or stationXXX
Custom extensions are possible.
Please contact Esotech for more information and/or your request via a ticket, email, or phone call.
For all support requests please use our support system at http://support.esotech.org and create a ticket or email us at support@esotech.org. Phone calls should be reserved for emergencies. Please note that we may create a ticket for you if we are experiencing high call volume.
