Call queues allow you to distribute calls to custom groups or departments you set up. Create a call queue when you want a specific group of users (such as Sales, Support or Billing) to share incoming calls. Each call queue can have an extension or direct (local or toll-free) number of its own. You can define specific business hours for each call queue and set up email or text message notifications of any missed calls or voicemail messages.
NOTE: Only Account Administrators or a Call Queue Manager can set up and configure call queues.
This article discusses how to access and configure the Call Handling section of a Call Queues group.
Accessing the Call Handling Section of a Call Queue
Setting Up the Call Queue's Call Handling Rule
Call Queue Hours
1. Deciding how calls get transferred to group members:
a. Rotating
b. Simultaneous Ringing
c. In Fixed Order
2. Audio While Connecting
a. Set Audio
b. Interrupt Audio
3. Hold Music
4. Member Availability and Hold Times
Accessing the Call Handling Section of a Call Queue
Step 1:
Step 2:
Steps for a Call Queue Manager
Steps for an Administrator
Under the
Admin Portal, go to
Phone System and then click
Groups. On the Group's List, select the Call Queue group that you wish to modify.
Click Call Handling.
Setting Up the Call Queue's Call Handling Rule
Choose how you would like each call queue to handle incoming calls. Set the order in which the calls will be transferred to the members of the call queue, choose the audio while connecting, hold music, and hold time here.
Call Queue Hours
Deciding how calls get transferred to group members:
Under Call Queue Hours, select any of the three options below. Your choice determines how calls get transferred to group members.
Rotating
Selecting this option regularly changes the order that you ring available members to evenly distribute the calls. There are no limits to the number of agents that can be added to group with this call handling rule.
Simultaneous Ringing
Simultaneous ringing routes an incoming call to all available members at the same time. You can only add up to 10 extensions. To increase the limit of the number of agents that can be added to the call queue group, please
Contact Support.
NOTE: Limit increase will only work if there are no agents in queue with more than 2 enabled phones in their extension's Call Handling and Forwarding rule. Agents with more than 2 enabled phones in their extension's call handling and forwarding rules can't be added to a call queue group with more than 10 members.
Check Adding Members from a Call Queue to learn how to add members to the call queue.
In Fixed Order
Ring available members one at a time in the order you set. There are no limits to the number of agents that can be added to the group with this call handling rule.
Step 1:
Select In fixed order.
Step 2:
Click Specify fixed order.
Step 3:
Across each name on the list is a hand icon. To rearrange the names on the list, click and hold the hand icon across the name you want to move. Drag the name and drop it to your target row. Click Done.
Step 4:
You will be routed back to the Call Handling section, click Save.
Audio While Connecting
Callers will hear the selected music whenever the connection to the call queue takes more than a moment to complete. Select On to enable this feature.
Set Audio
The audio you set in this section is what the callers will hear while waiting for their call to be answered in a call queue.
Step 1:
Click Set Audio.
Step 2:
Choose from any of the following options:
a. Ring Tones
b. Music
c. None
d. Custom
Selecting Custom will let you upload your own audio file.
NOTE: Recommended audio file formats are CCITT u-Law (G711a), 8kHz, 8 bit, mono. The allowed .mp3 formats are PCM, 8kHz, 16 bit, mono. It is recommended to use either .wav or .mp3 audio file formats, otherwise it will not work correctly.
Step 3:
Click Save.
Interrupt Audio
This feature interrupts the selected music while connecting every so often to play a preset or a custom announcement like a commercial. If you choose an interrupt time, you can then choose a standard interrupt prompt or record then upload your own custom prompt. You may also disable or set it to play only when the music ends.
Step 1:
Click Interrupt Audio.
Step 2:
Select how often the audio will be interrupted by a prompt. Click Done.
NOTE: If you select Never, your callers will only hear the
audio that you have selected until a User picks up their call. If an interrupt time is selected, continue below.
If an interrupt time is selected:
Step 3:
Click Interrupt Prompt.
Step 4:
Select a standard prompt, record or upload your own custom Interrupt Prompt. Take note of the
allowed audio files when uploading your own prompt audio. Use the playback controls to listen to the prompt options.
Step 5:
Click Save.
Hold Music
Select the music you wish to use when callers are placed on hold. You can also upload a custom recording. Select On to enable this feature.
Step 1:
Click Set Hold Music.
Step 2:
Choose from any of the following options:
a. Ring Tones
b. Music
c. None
d. Custom
Selecting Custom will let you upload your own audio file. Use the playback controls to listen to the prompt options.
NOTE: Recommended audio file formats are CCITT u-Law (G711a), 8kHz, 8 bit, mono. The allowed .mp3 formats are PCM, 8kHz, 16 bit, mono. It is recommended to use either .wav or .mp3 audio file formats, otherwise it will not work correctly.
Step 3:
Click Save.
Member Availability and Hold Times
This menu lets you designate how callers on hold will be handled.
• Minimum post-call wrap up time before agent's status is automatically set available
This option specifies how long the system will wait after an agent completes a call before automatically setting their status to "Available" for a call. This gives the member time to make notes or otherwise follow up on a call.
• Maximum hold time to wait for an available call queue member
If a member does not answer within this time period, the queue will move onto the next available member.
• If number of callers waiting exceeds the set number of callers
This setting sends new callers to your voicemail or advises callers of heavy call volume and disconnect when the number of callers waiting exceeds the number of callers you set.
NOTE: You also have the option to use an existing Call Queue to handle calls when there's an increase in your Call Queue's call volume by using the
Overflow Call Queue feature. For more information, go to
Setting Up a Call Queue group.
After Hours
After Hours is the time period when no one is available to take calls. You can decide how incoming calls will be handled after business hours in this section.
Step 1:
Select any of the four options below.
• Play greeting and disconnect
Allows you to play a custom greeting before disconnecting the call. A custom greeting may be anything from an announcement telling the caller the business hours of the call queue to a simple announcement that the call queue is closed.
• Send callers to call queue voicemail
Sends calls to the voice mailbox of the call queue so they can leave a message. The voicemail can be retrieved later for proper processing.
• Unconditional Call Forwarding
Forwards calls to a specified telephone number.
IMPORTANT: If you select Unconditional call forwarding, all calls during After Hours will be forwarded to a number you specify; this will override all other after-hours settings, such as voicemail and greetings.
• Connect to a Specified Extension
Connects the calls to a designated extension so the owner of that extension can take the call after business hours.
Step 1:
Select Connect to extension specified below.
Step 2:
Select the extension where you want the calls to be forwarded to.
Step 3:
Click Save.
See Also:
