This article will show you how to add call queues to the system.
You will learn how to edit various call queue options.
You will learn how to manage call queue usage.
What Do I Click?
Adding a call queue
Click the Call Queues Icon → Click the Add Call Queue button. This brings up Call Queue Option menu with a Basic Tab. Name your Queue → Give it an extension → Choose the department it will be used for → Select the ring Type. Choose a direct dial number if desired/applicable → Choose whether to record calls or not → Choose whether to gather statistics to send to the Call Center Supervisor.
Please Note: Your choice of ring type will show up at the top and will determine if pre-queue and in-queue options are selectable. Call Park does not provide further options on the Basic tab nor prompt any other tabs.
Ring Types:
- Round-robin (longest idle): The call goes to the agent that has been idle the longest without a call.
- Ring All: Simultaneously rings all available extensions. The first agent to answers is the one connected to the caller.
- Linear Hunt: This calls agents in a predefined order. This is defined when editing the queue agents after the queue has been created.
- Linear Cascade: This rings groups of agents in a predefined order. This is defined when editing the queue agents after the queue has been created.
- Call Park: This allows users to send calls to an extension to wait until the call is retrieved by the person sending the call to the parking lot or by another user on the system. There are no Pre-queue/in queue options nor are there options to select a direct dial phone number, record calls or collect statistics.
Pre-Queue Options
- Require Agents: If set to yes, callers cannot enter the queue without an agent being logged in. Forwards calls to the "Forward if unavailable" destination.
- Require intro MOH: Turning this on will play the introductory greeting in the Music on Hold directory of the queue prior to entering the queue.
- Max. Expected Wait: How long a caller will be in the queue before it is forwarded to the “Forward if no answer” destination.
- Max Queue Length: This sets a cap to how many calls can be in the queue at one time.
- Allow Callback option: Allows callers to save their place in the queue and receive a call from the system when an agent is unavailable.
- Forward if unavailable: Forwards call to the destination entered if the queue is not available. i.e. Requires agents and none are logged into the queue.
In Queue Options
- Queue Ring Timeout (secs): How long a call will remain in the queue before being forwarded to the Forward if no answer destination. Unlimited keeps the callers in the queue until an agent picks up or the caller hangs up.
- Agent Ring Timeout: How long an agent’s phone will ring before moving on to a different agent. This should be shorter than the Queue Ring Timeout.
- Initial Agent Group to Ring (Linear Cascade): This adds an additional group of agents to ring when Agent Ring Timeout is reached. The first group is rung, then the first and second, then the first, second, and third, etc. until an agent picks up, or the Queue Ring Timeout has been reached. Agent Ring priority can be edited after the Call Queue is created in the Linear Hunt option.
- Logout Agent on missed call: Logs an agent out if a call from the queue goes unanswered.
- Forward if unanswered: The forwarding destination if no agent picks up a call and the caller’s Queue Ring Timeout has been reached.
- Voicemail: Enabling this will create a voicemail box for the queue and allow callers to leave a voicemail if no Forward if unanswered has been set.
After you are satisfied with the options you've chosen, Click Save.
Editing Call Queue Options
Please Note: This can be edited on the Call Center Page as well as the Call Queues page.
Click the Call Queues icon → Select the Edit icon on the queue → Adjust the queue settings → Click Save.
Editing Agents in the Queue
Please Note: This can be edited on the Call Center Page as well as the Call Queues page.
Select the Edit Agents icon on the queue → Click the Edit icon the agent → Adjust agent settings → Click Save Agent. To add another agent, Press Add Agent → enter their extension at the top → adjust settings as needed →Click Save Agent.
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Agent Settings
- Status: Offline/Online-This will log the agent in or out of the queue.
- Wrap up time (sec): Time that needs to pass after an agent hangs up before receiving another call.
- Max Simultaneous Calls: How many calls can be assigned to an agent at one time (1-6).
- Max SMS Sessions: How many SMS sessions can be assigned to an agent at one time (0-5).
- Order in Linear Hunt: Assigns that agent to that position in the Linear Hunt order to ring.
- Queue priority for agent: If an agent is in multiple queues, this decides which queue will ring the agent when calls are waiting in multiple queues for the agent to answer.
- Request Confirmation: Agent will receive a "To receive this call, press 1" message before being connected to the caller.
- Auto Answer: This will have the call answered automatically by the phone it's being sent to.
Editing Music on Hold Settings
Please Note: This can be edited on the Call Center Page as well as the Call Queues page.
Please Note: Queue MoH is set independent of the general MoH in the system.
Select the Edit MOH icon on the queue → Adjust MoH settings