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Types of Call Queues

  • Round-robin (longest idle) – this type of queue routes callers to the available agent that has been idle longest.
  • Ring All – this type of queue routes callers to all available agents at the same time.
  • Linear Hunt – this type of queue routes callers to the available agents in a predefined order. The order is defined when editing the queue's agents.
  • Linear Cascade – this type of queue routes callers to groups of available agents in a predefined order. The order is defined when editing the queue's agents.
  • Call Park – this feature places the caller on hold until an agent retrieves them. It is not used for ACD functionality. Please see separate article for setting this up.

Create a Call Queue

  • Click on the Call Queues button

  • Click Add Call Queue

  • Enter any descriptive Name
  • Extension: Choose an extension between 6000 and 6999 per the Reserved Number Space article.
  • Type: Select type of Call Queue
  • Record Calls: If you select YES you will have the option to record calls.
  • Statistics: If you select Yes the system will generate call queue related information for the Call Center Supervisor
  • Message to Agent: Plays a message to the agent before they accept each call. This is useful when an agent is a member of more than one Call Queue. This can be configured after saving

Pre Queue Options

  • Require Agents: Require at least one agent to be online before sending callers to the queue. Otherwise callers will go to Unavailable destination.
  • Queue Audio: Allows choice between music on hold or ringback playing while in the queue (v2 only)
  • Require intro MOH: Plays a complete initial greeting before placing callers in the the queue. This is useful for "All Calls Recorded" and similar messages.
  • Max Expected Wait (sec): The time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait.
  • Max Queue Length: Maximum amount of callers allowed in the queue before it's full and unavailable to new callers.
  • Allow Callback Option: Allow the system to prompt for a call back option instead of waiting if timing conditions are met. Callers will be called back in the order they entered the queue.
  • Forward if unavailable: Where to send calls if the queue is unavailable.

In Queue Options

  • Queue Ring Timeout (sec): How long the queue will attempt to ring agents before following an exit option.
  • Logout agent on missed call: How long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout.
  • Forward if unanswered: Where to send the call if agents fail to answer before the Queue Ring Timeout.
  • Voicemail: Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set. This will also trigger the system message; “Please continue to hold or Press 2 to leave a voicemail” and then return the call back to the queue if nothing is pressed.

Summary

The queue is now created. You can route DIDs to the Call Queue and add agents.