Initializer Block - VoIP

This article aims to explain the main features of the Initializer Block in Sprinthub's VOIP system. This block is responsible for managing how calls are distributed to agents and what happens if the waiting time is exceeded.

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What is the Initializer Block?

The Initializer Block it is the configuration point in the call flow that defines:

• Whether the system can Make Calls (outgoing calls).

• Whether the system can Receive Calls (incoming/passive calls).

• How the service queue will operate (waiting time and distribution mode).

It is essential to ensure an appropriate service flow, whether for small or large teams.

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Main Settings

Make and Receive Calls

1. Make Calls:

   • When enabled, the system can initiate outgoing calls to customers or other numbers.

2. Receive Calls:

   • When enabled, the system will be able to receive external calls.

   • If disabled, no calls can enter the queue.

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Maximum Wait Time

• Set in seconds how long the customer can remain waiting in the queue until the next action.

• Example: if set to 120 seconds, after this period the call takes a defined destination (redirect or message).

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Action After Maximum Time

When the maximum wait time is reached, you have two options:

1. Redirect to Number

   • Enter the phone number to which calls will be forwarded if the maximum time is exceeded.

   • Example: the number of an on-call mobile, another team, or even an external provider.

2. Play Message

   • When the configured time is exceeded, the system plays an audio message to the customer.

   • Example message: "Hello, no agent is available at the moment. Please try again later."

Note: Choose only one of these options (redirect or play message).

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Service Modes

The Initializer Block allows you to define the distribution mode of calls to operators:

1. Simultaneous

   • All operators receive the call at the same time.

   • The first to answer takes the call.

   • Ideal for more agile teams where everyone can answer at any time.

2. Random

   • The system randomly selects the operator who will receive the call.

   • Useful to distribute load evenly when there is no priority among agents.

3. Sequential

   • Calls pass from one agent to another following the configured priority in the system (operators' queue order).

   • Only if the first does not answer does the next on the list receive the call.

   • Recommended for teams with different specialties or support levels.

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Make All Users Operators

At the bottom of the Initializer Block, there is a button to "Make all users operators".

• By clicking, all users registered in the system become operators eligible to receive calls.

• It is a shortcut that speeds up mass configuration in case the entire team needs to answer calls.