What are Call Queues?
Call queues allow you to create a queue of customers when the required phones cannot answer the call. Then when available the calls get answered one by one going through the queue in order.
This page displays a list of call queues the account. In order to add a new queue click Add Queue in the top right corner.
Once having clicked on either a call queue or Add Queue you will see the Call Queue Configuration window. From this window you can set up the following:
Name – This is the name of your Call Queue. The Call Queue will always appear by this name.
Max Queue Time – This sets how long a user can be in a queue before terminating the call.
Max Queue Length – This sets the maximum length of the queue before timing out the callers.
Time-Out Destination – This sets where the caller is diverted to if the queue time has expired.
Enter Agent-Less Queue – This sends callers straight to the time out if no agents are in the queue.
Prompt – This allows you to set a custom prompt as a welcome message for the call queue
Music On Hold:
Type – This sets the on hold call music for the queue.
Destination – This allows a caller that wishes to skip the queue to go straight to a new destination.
Add Agents – This allows you to add agents to the queue.
Agents – This shows you what agents are in the queue.
Dynamic Agents – This allows the agents to log in and out of the queue using dialling short-codes.
Agent Settings Tab
Ring Strategy – This sets the type of ringing for the Agents. Either Ring All or Round Robin.
Ring Time – This sets the ring time for the queue.
Retry Agents Every – This sets how often the ringing cycle starts again.
Wrap-Up Time – This allows a set time after finishing a call for the agent to then be rung again.
Report To Agent:
Hold Time – When selected this tells the agent how long the caller has been on hold.
Queue Identification – This tells the agent which queue the caller has come from.
Average Hold Time – When selected this tells the caller the average hold time.
Position/Time-Frequency – This sets the frequency of informing the customer of their queue position.
Periodic Announce – This allows you to play a periodic message to the caller.
Periodic Frequency – This sets the frequency of playing the periodic message.
Overflow Message – This is the message that is played when the queue is full.