Navigate to Call Queues

• If 'Record Calls' is enabled, then the call queue can be configured to be recorded.
  

Note: Recording is available at a cost. Review your service agreement to confirm that you have this feature BEFORE it is enabled in a queue

• If 'Statistics' is enabled, the system generates call queue-related information for the Supervisor.
  
• "Message to Agent" allows for agents in the queue (NOT THE CALLER) to hear an announcement before accepting the call. This is useful for agents that form part of multiple queues and answer each in a different way. For example, the agent picks up the call and the message states, "Sales Queue, press 1 to accept the call". The agent then proceeds to accept the call and answer as a Sales Agent. 

Pre Queue Tab Fields

• Require agents allows you to mandate that at least one agent be online before sending the caller to the queue. This will ensure that a caller does not get stuck in a queue and no one to answer the call.
• Require intro MOH will play the MOH introductory greeting in full and not attempt any agents until it completes. For more information on Introductory greetings, see the article entitled, "ADD/EDIT CALL QUEUE (MOH) INTRODUCTORY GREETINGS".
• The Max Expected Wait is the time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait.
• The Max Queue Length is the maximum amount of callers allowed in the queue before it's full and unavailable to new callers.
• Allow Callback option allows the system to prompt the caller for a callback option instead of waiting.
• If the queue reaches the maximum wait time or the queue is full, the Forward if unavailable/unanswered option will be used. (In most cases, these sections are to remain blank. Routing is done through the main routing number or extensions NOT call queues. 
  

• The Queue Ring Timeout refers to how long the queue will attempt to ring agents before following an exit option.

If the Allow Call Back and Voicemail options have been enabled, the caller will be prompted with these options at the end of the Queue's Ring Timeout. 

• The Agent Ring Timeout is how long the queue will ring agents or a predesignated group of agents before moving on to the next available agent or group. This should be less than the Queue Ring Timeout.
• Initial Agent Group to Ring is the group number assigned in cascade form to an agent or agents available to ring.

For example, agent 100 (secretary) may be assigned to group 1. Agents 101 (Staff)  and 102 (staff) may be assigned to group 2. To ensure that the secretary's phone rings first and before any other, her group, group 1 should be selected. Group 1 is the first group in the linear cascade. 

• Agent Group to Add After Timeout is the number of additional groups to ring after the initial group rings. The queue will ring the first group of agents and add additional groups simultaneously. This will be set as 1 group at a time.

For example: After group 1 rings and no agent is available, the system will add one more group to start ringing simultaneously. Agents in group 2 will be added to ring. If no one in group 1 and group 2 is available, the system will again add the next group to start ringing simultaneously. Agents in group 3 will be added to ring. One group at a time is added!

• Logout agent on missed call allows for agents to be logged out of the queue if they miss a call. This will prevent callers to get stuck in a queue and no agents available to answer. 
  

If this option is enabled, the Require agents option in the Pre Queue Options tab MUST also be enabled. 

• Voicemail allows callers to be sent to the queue's voicemail if agents fail to answer before the Ring Timeout. This will also trigger the system message; “Please continue to hold or press 2 to leave a voicemail” and then return the caller back to the queue if nothing is pressed.

If a Call Queue has Voicemail enabled, callers will hear a Voicemail prompt stating "Press 2 to leave a voicemail". If a Call Queue has the Callback feature enabled, callers will hear a Callback prompt stating "Press 3 to keep your place in the queue and receive a callback when an agent is available". 

Note: The voicemail box used if you press 2 will be the call queue user's mailbox.