Queue Creation & Management
To create a queue please follow the steps below:
1. Navigate to Settings on the left and click on Voice then navigate to the Queues section:
2. Click "New Queue" to create a new queue, you can also edit an existing queue by simply clicking it's name:
3. Click the "Name" field to name your queue:
4. Click on the "Number" field to set a number to your queue:
5. Click on the "Caller ID name Prefix" field to optionally prefix the CallerID name of callers to the queue:
Example: If you prefix with 'Support' a call from Johnny Darko would display as 'Support: Johnny Darko' on the extensions that ring.
6. Click "Calls Distributions" to choose how the calls are distributed in the queue:
To everybody: Will ring all available agents until one answers the incoming call.
Exactly as in queue: The incoming call will ring the agents in the order specified in the "Agents" tab.
Evenly: Will ring each agent as the list in the "Agents" tab specifies, one after each other.
Agent least recently called by queue: Rings the agent which was least recently called by this respective queue.
Ring agent with fewest calls: Rings the agent with fewest completed calls from this queue.
Random select Extension/Agent: Rings agents at random in no particular order from this queue
7. Click "Maximum waiting time" to set up the maximum number of seconds a caller can wait in a queue before being pulled out of the queue:
8. Click on the "Agent Timeout" field to set a time for the call before it is forwarded to the next agent in the queue:
9. Click on the "Retry Time" field to select the number of seconds before trying to call the extensions again. If it is set to No Retry then the call will exit the queue and go to the fail-over and activate the destination when no pickup (you can choose this destination below):
10. If you set the "Autofill" option to 'Yes' and multiple agents are available, the system will send one call to each waiting agent (depending on the ring strategy). Otherwise, it will hold all calls while it tries to find an agent for the top call in the queue making other calls wait:
11. Click 'Destination when no pickup' to choose what will happen with the call if no agent from the queue managed to pick up the call:
12. Click "Music on hold" to choose a hold music for the queue:
You can also upload your own by click on "Upload custom audio file"
13. Click the 'Agents' tab to choose which users you would like to assign to this queue, simply click the "+" to add them:
14. From the "Advanced" tab, click the "Max callers" field to choose the maximum number of people that are able to wait in the queue:
15. Click "Agent Timeout Restart" option to set the timeout for an agent to answer a call is reset in a case if an agent declines or does not answers a call. The agent will get higher priority to answer the next call. If set to No, the agent will not receive higher priority if they do not answer a call:
16. Click "Wrap Up Time" to choose the seconds after a successful call needs to be held before sending a potentially free agent another call. This option is ideal for agents that need to leave long disposition statuses or have a lot of wrap up work after each case:
17. Click "Skip Busy Agents" to choose if the calls will be distributed to busy agents or the system will automatically skip them:
18. Click "Auto-pause Unavailable" to set to 'Yes' or 'No' If set to Yes, any agent with Force Login=True (logged in the system) that missed a received call will be set to Pause Missed status. If set to 'No' this option will not apply:
19. Click "Auto-pause Reject" to set to 'Yes' or 'No' If set to Yes, any agent with Force Login=True (logged in the system) that missed a received call will be set to Pause Reject status. If set to 'No' this option will not apply:
20. Click the "Service level *" to set up your SLA:
21. Click "Announce position of caller in the queue" to allow the system to announce positions. You can also allow the estimated hold time of caller in the queue:
Announce estimated hold time of caller in the queue: If enabled will announce an estimated hold time of the caller in the queue.22. Click the "Callback" tab to configure a Callback option for your agents:
23. Click the "Max Client On Hold" field to specify how many people will be on hold and can get a call back:
24. Click the "Max Retry till customer answer" to set how many retries the system will do until the customer answers:
25. Click the "Periodic Announce Frequency" field to choose how often your agents will get notified for the call back. For example if your callbacks are a must and urgent, you can set the announcement to be with a shorter interval between them:
26. Click the "Max Queue hold time" field to set it if required:
27. Click the "Max User who can Opt In" field to select how many end-users can opt in for a call back. This sets the limit for call backs:
28. Click the "Max simultaneous Call Back" field to select how many simultaneous call backs can be performed:
29. Here you can choose a time when call backs are available. During this period of time you clients will be able to set call backs:
30. From Caller ID you can select the phone numbers that is going to be used for the call backs.
Select a phone number from the drop-down menu:
31. From the Invalid number message you can select a message for playback or upload your own:
32. Select the Language:
33. Select a Number entered message or upload your own:
34. Select the Breakout Menu IVR (please note you need to have a IVR configured first)
35. Select the Confirm change message or upload your own:
36. Select the Enter Phone number message or upload your own:
37. Select the Callback saved message or upload your own, and click "Save" to create your queue:
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