{"id":8864,"date":"2021-06-10T16:50:21","date_gmt":"2021-06-10T09:50:21","guid":{"rendered":"https:\/\/tino.vn\/?post_type=ht_kb&#038;p=8864"},"modified":"2021-07-07T13:42:14","modified_gmt":"2021-07-07T06:42:14","slug":"telephony-nhom-hang-doi-queue-groups","status":"publish","type":"ht_kb","link":"https:\/\/tino.vn\/blog\/docs\/telephony-nhom-hang-doi-queue-groups\/","title":{"rendered":"[Telephony]  Queue groups"},"content":{"rendered":"<p>Trong ph\u1ea7n <strong> \u0110i\u1ec7n tho\u1ea1i&gt; K\u1ebft n\u1ed1i&gt; \u0110\u1ecbnh c\u1ea5u h\u00ecnh \u0111i\u1ec7n tho\u1ea1i&gt; Nh\u00f3m h\u00e0ng \u0111\u1ee3i <\/strong>, b\u1ea1n c\u00f3 th\u1ec3 xem t\u1ea5t c\u1ea3 c\u00e1c nh\u00f3m nh\u00e2n vi\u00ean trong h\u00e0ng \u0111\u1ee3i s\u1ebd tr\u1ea3 l\u1eddi c\u00e1c cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i \u0111\u1ebfn.<\/p>\n<p>S\u1ed1 l\u01b0\u1ee3ng nh\u00f3m h\u00e0ng \u0111\u1ee3i t\u1ed1i \u0111a m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 t\u1ea1o v\u00e0 k\u00edch th\u01b0\u1edbc c\u1ee7a ch\u00fang t\u00f9y thu\u1ed9c v\u00e0o k\u1ebf ho\u1ea1ch c\u1ee7a b\u1ea1n.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/helpdesk.bitrix24.com\/upload\/medialibrary\/745\/queue1.png\" alt=\"queue1.png\" title=\"\"><\/p>\n<p>B\u1ea1n c\u00f3 th\u1ec3 t\u1ea1o m\u1ed9t nh\u00f3m h\u00e0ng \u0111\u1ee3i m\u1edbi b\u1eb1ng c\u00e1ch nh\u1ea5p v\u00e0o <strong> Th\u00eam nh\u00f3m h\u00e0ng \u0111\u1ee3i <\/strong>.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/helpdesk.bitrix24.com\/upload\/medialibrary\/826\/queue2.png\" alt=\"queue2.png\" title=\"\"><\/p>\n<p>\u0110\u1ecbnh c\u1ea5u h\u00ecnh c\u00e0i \u0111\u1eb7t nh\u00f3m:<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/helpdesk.bitrix24.com\/upload\/medialibrary\/0ac\/queue3.png\" alt=\"queue3.png\" title=\"\"><\/p>\n<p>Ch\u1ecdn ng\u01b0\u1eddi d\u00f9ng Bitrix24 s\u1ebd tr\u1ea3 l\u1eddi cu\u1ed9c g\u1ecdi . S\u1eed d\u1ee5ng n\u00fat <strong> Th\u00eam <\/strong> \u0111\u1ec3 th\u00eam ng\u01b0\u1eddi d\u00f9ng m\u1edbi v\u00e0o h\u00e0ng \u0111\u1ee3i.<\/p>\n<p>Ch\u1ec9 \u0111\u1ecbnh ph\u01b0\u01a1ng ph\u00e1p ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi:<\/p>\n<ul>\n<li><strong> \u0110\u1ed3ng \u0111\u1ec1u <\/strong> \u2013 th\u1ee9 t\u1ef1 c\u1ee7a nh\u00e2n vi\u00ean kh\u00f4ng c\u00f3 t\u1ea7m quan tr\u1ecdng; c\u00e1c cu\u1ed9c g\u1ecdi s\u1ebd \u0111\u01b0\u1ee3c ph\u00e2n ph\u1ed1i \u0111\u1ec3 m\u1ed7i nh\u00e2n vi\u00ean nh\u1eadn \u0111\u01b0\u1ee3c s\u1ed1 l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi x\u1ea5p x\u1ec9 b\u1eb1ng nhau.<\/li>\n<li><strong> Ch\u00ednh x\u00e1c nh\u01b0 \u0111\u00e3 x\u1ebfp h\u00e0ng <\/strong> \u2013 th\u1ee9 t\u1ef1 c\u1ee7a c\u00e1c nh\u00e2n vi\u00ean r\u1ea5t quan tr\u1ecdng; m\u1ed9t cu\u1ed9c g\u1ecdi \u0111\u1ebfn s\u1ebd \u0111i qua h\u00e0ng \u0111\u1ee3i cho \u0111\u1ebfn khi m\u1ed9t nh\u00e2n vi\u00ean tr\u1ea3 l\u1eddi n\u00f3. L\u01b0u \u00fd r\u1eb1ng ch\u1ebf \u0111\u1ed9 n\u00e0y kh\u00f4ng c\u00f3 h\u00e0ng \u0111\u1ee3i v\u00f4 h\u1ea1n.<\/li>\n<li><strong> \u0110\u1ed1i v\u1edbi m\u1ecdi ng\u01b0\u1eddi <\/strong> \u2013 c\u00e1c cu\u1ed9c g\u1ecdi s\u1ebd \u0111\u01b0\u1ee3c x\u1ebfp h\u00e0ng \u0111\u1ee3i cho t\u1ea5t c\u1ea3 nh\u00e2n vi\u00ean c\u00f3 m\u1eb7t. L\u01b0u \u00fd r\u1eb1ng ch\u1ebf \u0111\u1ed9 n\u00e0y cho ph\u00e9p m\u1ed9t h\u00e0ng \u0111\u1ee3i v\u00f4 t\u1eadn.<\/li>\n<\/ul>\n<p><strong> T\u00f9y ch\u1ecdn \u201cD\u00e0nh cho m\u1ecdi ng\u01b0\u1eddi\u201d <\/strong> c\u00f3 s\u1eb5n cho <strong> Start +, CRM +, Standard <\/strong> v\u00e0 <strong> Ch\u1ec9 d\u00e0nh cho ng\u01b0\u1eddi \u0111\u0103ng k\u00fd g\u00f3i Professional <\/strong>.<\/p>\n<p>N\u1ebfu b\u1ea1n s\u1eed d\u1ee5ng <strong> \u0111i\u1ec7n tho\u1ea1i SIP <\/strong> v\u00e0 lo\u1ea1i ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi \u201cCho m\u1ecdi ng\u01b0\u1eddi\u201d, th\u00ec kh\u00f4ng th\u1ec3 chuy\u1ec3n c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u1ebfn \u0111\u1ebfn h\u01a1n 10 \u0111i\u1ec7n tho\u1ea1i ( thi\u1ebft b\u1ecb). \u0110\u00e2y l\u00e0 h\u1ea1n ch\u1ebf c\u1ee7a Voximplant.<\/p>\n<p>N\u1ebfu b\u1ea1n ch\u1ecdn \u0111\u1ed3ng \u0111\u1ec1u ho\u1eb7c ch\u00ednh x\u00e1c ki\u1ec3u ph\u00e2n ph\u1ed1i x\u1ebfp h\u00e0ng, b\u1ea1n c\u00f3 th\u1ec3 ch\u1ec9 \u0111\u1ecbnh <strong> s\u1ed1 l\u1ea7n \u0111\u1ed5 chu\u00f4ng <\/strong> tr\u01b0\u1edbc khi chuy\u1ec3n ti\u1ebfp cu\u1ed9c g\u1ecdi \u0111\u1ebfn ng\u01b0\u1eddi d\u00f9ng ti\u1ebfp theo trong h\u00e0ng \u0111\u1ee3i.<\/p>\n<p>M\u1ed9t l\u1ea7n \u0111\u1ed5 chu\u00f4ng k\u00e9o d\u00e0i 5 gi\u00e2y.<\/p>\n<h4 id=\"X\u1eed_l\u00fd_cu\u1ed9c_g\u1ecdi_nh\u1ee1\">X\u1eed l\u00fd cu\u1ed9c g\u1ecdi nh\u1ee1<\/h4>\n<p>Ch\u1ecdn b\u01b0\u1edbc ti\u1ebfp theo n\u1ebfu kh\u00f4ng c\u00f3 ng\u01b0\u1eddi d\u00f9ng Bitrix24 n\u00e0o \u0111\u00e3 ch\u1ecdn tr\u1ea3 l\u1eddi cu\u1ed9c g\u1ecdi.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/helpdesk.bitrix24.com\/upload\/medialibrary\/861\/queue4.png\" alt=\"queue4.png\" title=\"\"><\/p>\n<ul>\n<li>B\u1eadt <strong> th\u01b0 tho\u1ea1i <\/strong>.<\/li>\n<li>Chuy\u1ec3n ti\u1ebfp cu\u1ed9c g\u1ecdi t\u1edbi nh\u00e2n vi\u00ean ho\u1eb7c \u0111\u1ebfn s\u1ed1 \u0111i\u1ec7n tho\u1ea1i \u0111\u01b0\u1ee3c ch\u1ec9 \u0111\u1ecbnh<\/li>\n<li>Y\u00eau c\u1ea7u kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n gi\u1eef m\u00e1y v\u00e0 <strong> \u0111\u1ee3i t\u1ed5ng \u0111\u00e0i kh\u1ea3 d\u1ee5ng <\/strong>.B\u1ea1n c\u00f3 th\u1ec3 ch\u1ecdn gi\u1eef nh\u1ea1c trong ph\u1ea7n <strong> T\u00f9y ch\u1ecdn s\u1ed1 <\/strong>. Ngay khi m\u1ed9t nh\u00e2n vi\u00ean trong h\u00e0ng \u0111\u1ee3i r\u1ea3nh r\u1ed7i, cu\u1ed9c g\u1ecdi s\u1ebd \u0111\u01b0\u1ee3c g\u1eedi \u0111\u1ebfn nh\u00e2n vi\u00ean n\u00e0y.N\u1ebfu b\u1ea1n ch\u1ecdn t\u00f9y ch\u1ecdn n\u00e0y khi t\u00ednh n\u0103ng ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi <strong> \u0110\u1ebfn m\u1ecdi ng\u01b0\u1eddi <\/strong> \u0111ang ho\u1ea1t \u0111\u1ed9ng, th\u00ec c\u00e1c cu\u1ed9c g\u1ecdi ch\u01b0a \u0111\u01b0\u1ee3c tr\u1ea3 l\u1eddi s\u1ebd l\u00e0 t\u1ef1 \u0111\u1ed9ng k\u1ebft th\u00fac v\u00e0 \u0111\u01b0\u1ee3c th\u00eam v\u00e0o danh s\u00e1ch cu\u1ed9c g\u1ecdi nh\u1ee1.<\/li>\n<li>Chuy\u1ec3n ti\u1ebfp \u0111\u1ebfn m\u1ed9t nh\u00f3m h\u00e0ng \u0111\u1ee3i kh\u00e1c.N\u1ebfu t\u00f9y ch\u1ecdn n\u00e0y \u0111\u01b0\u1ee3c ch\u1ecdn, cu\u1ed9c g\u1ecdi s\u1ebd \u0111\u01b0\u1ee3c chuy\u1ec3n ti\u1ebfp \u0111\u1ebfn m\u1ed9t nh\u00f3m kh\u00e1c sau th\u1eddi gian \u0111\u01b0\u1ee3c ch\u1ec9 \u0111\u1ecbnh trong ph\u1ea7n <strong> s\u1ed1 l\u1ea7n \u0111\u1ed5 chu\u00f4ng tr\u01b0\u1edbc khi chuy\u1ec3n ti\u1ebfp cu\u1ed9c g\u1ecdi \u0111\u1ebfn ng\u01b0\u1eddi d\u00f9ng ti\u1ebfp theo trong h\u00e0ng \u0111\u1ee3i <\/strong>. N\u1ebfu t\u1ea5t c\u1ea3 nh\u00e2n vi\u00ean trong nh\u00f3m h\u00e0ng \u0111\u1ee3i ch\u00ednh \u0111ang ngo\u1ea1i tuy\u1ebfn, cu\u1ed9c g\u1ecdi s\u1ebd \u0111\u01b0\u1ee3c chuy\u1ec3n ti\u1ebfp \u0111\u1ebfn nh\u00f3m kh\u00e1c ngay l\u1eadp t\u1ee9c.<\/li>\n<li>B\u1ea1n c\u0169ng c\u00f3 th\u1ec3 <strong> k\u1ebft th\u00fac cu\u1ed9c g\u1ecdi <\/strong>.<\/li>\n<\/ul>\n<p>Ngo\u00e0i ra, b\u1ea1n c\u00f3 th\u1ec3 cho ph\u00e9p ch\u1eb7n cu\u1ed9c g\u1ecdi trong nh\u00f3m h\u00e0ng \u0111\u1ee3i n\u00e0y . B\u1ea1n c\u00f3 th\u1ec3 \u0111\u1ecbnh c\u1ea5u h\u00ecnh m\u00e3 quay s\u1ed1 ch\u1eb7n trong ph\u1ea7n C\u00e0i \u0111\u1eb7t \u0111i\u1ec7n tho\u1ea1i.<\/p>\n<p>C\u00e1c nh\u00f3m n\u00e0y c\u0169ng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng khi \u0111\u1ecbnh c\u1ea5u h\u00ecnh IVR .<\/p>\n<h2 id=\"Th\u1ee9_t\u1ef1_ch\u1ec9_\u0111\u1ecbnh_cu\u1ed9c_g\u1ecdi_nh\u1ee1_cho_nh\u00e2n_vi\u00ean_c\u00f3_tr\u00e1ch_nhi\u1ec7m\">Th\u1ee9 t\u1ef1 ch\u1ec9 \u0111\u1ecbnh cu\u1ed9c g\u1ecdi nh\u1ee1 cho nh\u00e2n vi\u00ean c\u00f3 tr\u00e1ch nhi\u1ec7m<\/h2>\n<p>N\u1ebfu cu\u1ed9c g\u1ecdi d\u1eebng l\u1ea1i \u1edf m\u1ed9t nh\u00e0 \u0111i\u1ec1u h\u00e0nh c\u1ee5 th\u1ec3 v\u00e0 t\u00f9y ch\u1ecdn <strong> Chuy\u1ec3n h\u01b0\u1edbng cu\u1ed9c g\u1ecdi \u0111\u1ebfn s\u1ed1 \u0111i\u1ec7n tho\u1ea1i c\u1ee7a nh\u00e2n vi\u00ean <\/strong> \u0111\u01b0\u1ee3c b\u1eadt, cu\u1ed9c g\u1ecdi nh\u1ee1 s\u1ebd \u0111\u01b0\u1ee3c g\u00e1n cho s\u1ed1 \u0111i\u1ec7n tho\u1ea1i c\u1ee7a nh\u00e2n vi\u00ean n\u00e0y.<\/p>\n<p>N\u1ebfu m\u1ed9t s\u1ed1 s\u1ed1 \u0111i\u1ec7n tho\u1ea1i \u0111\u01b0\u1ee3c ch\u1ec9 \u0111\u1ecbnh trong h\u1ed3 s\u01a1 c\u1ee7a nh\u00e2n vi\u00ean, th\u00ec s\u1ed1 di \u0111\u1ed9ng s\u1ebd \u0111\u01b0\u1ee3c \u01b0u ti\u00ean.<\/p>\n<p>N\u1ebfu cu\u1ed9c g\u1ecdi d\u1eebng l\u1ea1i \u1edf b\u1ea5t k\u1ef3 h\u00e0ng \u0111\u1ee3i n\u00e0o v\u00e0 t\u1ea5t c\u1ea3 c\u00e1c nh\u00e0 \u0111i\u1ec1u h\u00e0nh \u0111\u1ec1u ngo\u1ea1i tuy\u1ebfn, cu\u1ed9c g\u1ecdi nh\u1ee1 s\u1ebd \u0111\u01b0\u1ee3c ch\u1ec9 \u0111\u1ecbnh t\u00f9y thu\u1ed9c v\u00e0o vi\u1ec7c ph\u00e2n b\u1ed5 cu\u1ed9c g\u1ecdi gi\u1eefa c\u00e1c th\u00e0nh vi\u00ean trong nh\u00f3m:<\/p>\n<ul>\n<li><strong> trong lu\u00e2n phi\u00ean <\/strong> \u2013 t\u1edbi to\u00e1n t\u1eed \u0111\u1ea7u ti\u00ean trong h\u00e0ng \u0111\u1ee3i \u0111\u00f3;<\/li>\n<li><strong> t\u1ea5t c\u1ea3 \u0111\u1ed3ng th\u1eddi <\/strong> \u2013 t\u1edbi to\u00e1n t\u1eed \u0111\u1ea7u ti\u00ean trong h\u00e0ng \u0111\u1ee3i n\u00e0y;<\/li>\n<li><strong> \u0111\u1ed3ng \u0111\u1ec1u <\/strong> \u2013 t\u1edbi to\u00e1n t\u1eed ti\u1ebfp theo trong h\u00e0ng \u0111\u1ee3i.<\/li>\n<\/ul>\n<p>N\u1ebfu T\u00f4i \u0111\u00e3 d\u1eebng l\u1ea1i \u1edf m\u1ed9t nh\u00e0 \u0111i\u1ec1u h\u00e0nh c\u1ee5 th\u1ec3 v\u00e0 t\u00f9y ch\u1ecdn <strong> Chuy\u1ec3n h\u01b0\u1edbng cu\u1ed9c g\u1ecdi \u0111\u1ebfn m\u1ed9t s\u1ed1 \u0111\u01b0\u1ee3c ch\u1ec9 \u0111\u1ecbnh <\/strong> \u0111\u01b0\u1ee3c b\u1eadt, cu\u1ed9c g\u1ecdi nh\u1ee1 s\u1ebd \u0111\u01b0\u1ee3c ch\u1ec9 \u0111\u1ecbnh cho nh\u00e2n vi\u00ean c\u00f3 h\u1ed3 s\u01a1 c\u00f3 s\u1ed1 n\u00e0y.<\/p>\n<p>N\u1ebfu c\u00f3 kh\u00f4ng c\u00f3 nh\u00e0 \u0111i\u1ec1u h\u00e0nh, nh\u01b0ng \u0111i\u1ec7n tho\u1ea1i \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i v\u00e0 tr\u1ef1c tuy\u1ebfn, cu\u1ed9c g\u1ecdi s\u1ebd \u0111\u1ebfn \u0111i\u1ec7n tho\u1ea1i n\u00e0y. N\u1ebfu \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng Bitrix24 c\u0169ng \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i, cu\u1ed9c g\u1ecdi s\u1ebd xu\u1ea5t hi\u1ec7n trong \u0111\u00f3.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Trong ph\u1ea7n \u0110i\u1ec7n tho\u1ea1i&gt; K\u1ebft n\u1ed1i&gt; \u0110\u1ecbnh c\u1ea5u h\u00ecnh \u0111i\u1ec7n tho\u1ea1i&gt; Nh\u00f3m h\u00e0ng \u0111\u1ee3i , b\u1ea1n c\u00f3 th\u1ec3 xem t\u1ea5t c\u1ea3 c\u00e1c nh\u00f3m nh\u00e2n vi\u00ean trong h\u00e0ng \u0111\u1ee3i s\u1ebd tr\u1ea3 l\u1eddi c\u00e1c cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i \u0111\u1ebfn. S\u1ed1 l\u01b0\u1ee3ng nh\u00f3m h\u00e0ng \u0111\u1ee3i t\u1ed1i \u0111a m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 t\u1ea1o v\u00e0 k\u00edch th\u01b0\u1edbc c\u1ee7a ch\u00fang t\u00f9y [&hellip;]<\/p>\n","protected":false},"author":11,"featured_media":16424,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"tags":[],"ht_kb_category":[5227],"class_list":["post-8864","ht_kb","type-ht_kb","status-publish","format-standard","has-post-thumbnail","hentry","ht_kb_category-telephony"],"_links":{"self":[{"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/ht_kb\/8864","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/ht_kb"}],"about":[{"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/users\/11"}],"replies":[{"embeddable":true,"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/comments?post=8864"}],"version-history":[{"count":0,"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/ht_kb\/8864\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/media\/16424"}],"wp:attachment":[{"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/media?parent=8864"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/tags?post=8864"},{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/tino.vn\/blog\/wp-json\/wp\/v2\/ht_kb_category?post=8864"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}