UNDERSTANDING CALL QUEUES
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The Call Queue feature allows your phone system to manage high traffic call flows. When all lines are in use, instead of having the caller listen to a busy signal or sending them to voice mail, the caller is placed in a queue until the next available agent is free. While in a queue, callers can hear music on hold or custom company announcements. There are several different types of queues that can be used depending on business' needs.
Definitions
There are five types of call queues:
- Round-robin (longest idle) – This type of queue routes callers to the available agent that has been idle the longest.
- Ring All – This type of queue routes callers to all available agents at the same time.
- Linear Hunt – This type of queue routes callers to the available agents in a predefined order. The order is defined when editing the queue's agents.
- Linear Cascade – This type of queue routes callers to groups of available agents in a predefined order. The order is defined when editing the queue's agents.
- Call Park – This feature places the caller on hold until an agent retrieves them.
Rules
- Call queues can be configured and modified only by users with a scope of Office Manager/Call Center Supervisor or higher.
- Only once a call queue is set up can agents be added.
- 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 then the agent will be considered to be offline.
- Icon colors represent agent status; grey - offline, green - online, red - online but currently taking a call.
- Agents that are a part of multiple queues can prioritize one queue over another.
- Queues must have music on hold files uploaded to it; otherwise, domain default music on hold will be played.
- You must assign a dedicated extension/owner.
- Each device under the same user needs to be added as an agent to ring. For example, if user 100 has 2 devices, 100 and 100a, adding 100 as an agent will not ring 100a even if 100 is set to ring all its devices.
- If the extension you are creating for the queue is not currently present; the system will create one and indicate this by showing the green New label to the right of the dialog box.
For details on each Type of queue, please see the corresponding article below