This article will go over Call Queue creation, features, and management.
All call queue tasks are performed from the Call Queues page. To display this page, click the Call Queues icon on the menu bar:
The following figure shows an example of the Call Queues page. The button at the top-right side of the page refreshes the information on the page.
To learn about adding and configuring call queues please see the in-depth article:
Configuring Queue Options for Call Queues
There might be times when you need to edit Call Queues. For example, you might want to change basic, pre-queue, or in-queue options.
If you no longer need a call queue, you can delete it from the system.
The Call Queues page allows you to add Music on Hold for individual call queues.
From the Call Queues page, hover over the call queue, and then click the icon at the far right of the row. The Music On Hold page appears. Here is where you would set the Music on Hold files that you have uploaded. This is separate from the main Portal Music on Hold section.
The Call Queues page allows you to add, edit, and delete agents for call queues.
Setting | Description |
Agent Phone | Select a phone of an agent to add to the queue. |
Status | Select whether the agent is ready to take calls (Online) or not active (Offline). |
Wrap up time | Use the slider to specify the amount of time the agent is allocated to complete paperwork after finishing a call and before a new call is |
Max Simultaneous calls | Use the slider to specify the maximum number of calls an agent can take at one time. This will almost always be 1. |
Order in Linear Hunt | Sets the dispatch order. If a call is dispatching, it will go to the available agent with the lowest order. |
Queue priority for agent | Sets weighting for an agent that is servicing multiple queues. If you have an agent servicing two queues and both queues have a person waiting, for example, the agent will get the call from the queue whose priority is highest (lowest number). |
Request Confirmation | Enables or disables request confirmation. Choices are: |
Auto Answer | Enables or disables auto answer. Choices are: |
To edit agent settings:
a. Hover over an agent, and then click the icon at the far right of the window.
Settings similar to the following appear.
b. Complete the fields.
c. Click Save. The color-coded status of the new agent is displayed:
– Green = available
– Gray = offline
– Red = on a call
To delete an agent:
a. Hover over an agent, and then click the icon at the far right of the window.
b. When a confirmation prompt appears, click Yes to delete the agent or No to retain it.
When you finish working within the pop-up window, click Done.