Require agents sets whether at least one agent is required to be online before sending the caller to the queue.You can usually just click Next again unless you want to make specific overrides here. These are advanced settings for more complex ACD call flows. Click Next and complete the Pre Queue Options. It is a message played to the agent before connecting an answered call.Ĥ. A Message to Agent can be added after the queue is created.If Statistics is selected then the system will generate call queue related information for a Call Center Supervisor.If Record Calls is selected then all calls in this queue will be recorded whether or not a User has recording directly enabled.However, most calls will route from an Auto Attendant. It is possible to assign a direct Phone Number from this page.In the Add a Call Queue window's Basic tab enter a Name, Extension and select the Type. Go to the Call Queues page and click Add Queue. We will not discuss Call Parks in this article.ġ. Log in to the PBX as an Admin or Office Manager.Ģ. Call Park: Technically this isn't a traditional queue and is only used when when creating parking lots for dynamic, static and 1 button park implementations.Linear Cascade: Routes callers to sub-groups of available Agent in a predefined order.Linear Hunt: Callers are routed to available Agent in a predefined order.Ring All: Callers are routed to all available Agent at the same time.Round Robin: Callers are routed to the Agent that has been idle the longest.There are four (technically 5) types of Call Queues. This is relevant to the Voicemail setting on the In Queue Options described below. You can see queue users and its voicemail settings by un-checking Hide System Users on the Users page. Voicemails that end up at the queue users mailbox will not provide MWI indicators on a desk phone unless you have registered a device to that user.
When a call reaches a queue you can select whether the caller hears MoH or Ringback.This allows Agents to have more than one device, like a desk phone and a mobile phone, but only have their desk phone ring when called form the queue. When Adding an Agent you are not adding their user extension but rather one of their specific devices."Users", referred to as "Agents" going forward, are added after the queue is created.Queues can only be configured by admins and office managers.Callers waiting in the queue can either hear hold music or standard ringing, which ever you prefer. When a caller reaches a queue, usually from an Auto Attendant or direct Phone Number route, the caller is placed in a virtual hold while the system tries to find an available User to answer the call. Posted by Albert Diaz, Last modified by Daniel Diaz on 16 April 2021 10:20 AMĬall Queues are a great way to manage high traffic inbound call flows.
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