Call Queue Rules

Here are our queue rules.

  • Call Queues can be configured and modified only by users with a scope of Office Manager, Call Center Supervisor, or higher.
  • Call queues need to have a numerical name.
  • You must assign a dedicated extension/owner.
  • If the extension you are creating for the queue is not currently present: the platform will create one and indicate this by showing the green New label to the right of the dialog box.
  • Queues must have Music on Hold files uploaded to them, otherwise, domain default Music on Hold will be played.
  • Agents can only be added once a call queue has been set up.
  • Call queues can contain both on-net and off-net agents.
  • Only online agents can be part of an active queue.
  • If a device is not registered, the agent will be considered offline.
  • Icon colors represent agent status:
    • Gray: Offline
    • Green: Online
    • Red: Online but currently taking a call
  • Agents that are part of multiple queues can prioritize one queue over another.
Updated on May 22, 2024

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