To add a call queue, click the Add Call Queue button on the Call Queue center.
You will get the following pop-up. The platform will guide you through the configuration of the queue, including basic options, pre-queue options and in-queue options.
Under the Basic tab, you will be asked for the name you would like to give the queue and the extension number. The extension number cannot be changed once the queue is created.
Select a Ring Type the fields as described in the table below. The ring type controls how the call is sent to specific devices. Calls are sent to specific devices instead of users so their Answering Rules will not route to an undesired destination.
If you select Call Park, click Save to complete setting up this Call Queue.
For all other selections, complete the additional fields as listed below:
Phone Number: Select a phone number that will route directly to the Call Queue being created.
Record Calls: Setting Record Calls to Yes will record all calls that are routed through the queue being created.Statistics: This option will collect statistics for the queue being created and provides information to the Call Center Supervisor.
Click Next to display the Pre-Queue Options tab and proceed to the next step.
The Pre-Queue Options pop-up will appear. The Pre-Queue options are a set of conditions that must be met before the queue will accept the call. If any of the conditions are not met, the call will be forwarded to the destination in the Forward if Unavailable field. The table below describes each of the options.
The In-Queue Options tab appears. The In Queue options allow you to control how the call is handled if the call meets all the Pre Queue Options and the call is accepted into the queue. This tab will change based on the ring type selected. The In-Queue Options table below describes each of these options.