Queues - Overview and Configuration

Overview

You can create inbound and outbound queues that can be fully customized for your specific needs, e.g., Inbound sales voice queue or outbound sales dialing campaign queue.
	Search – Search for existing queues.
	Create – Create a new queue.
	Edit – Edit or check configuration for an existing queue.

Queue Configuration

When creating a queue, we allow you to configure them the way you want with all the Contact Centre queuing features at your disposal. See below for further details on each configuration option.
	Queue Number – Create an extension number for your queue.
	Queue Name – Create a name for your queue.
	Outbound CLI – If your queue is for outbound purposes, then you can set an outbound display number for all agents in this queue.
	Ring Duration – Set a ring time against your agents in a queue. When a customer enters the queue, the agent's phone rings in seconds for the time set here.
	Polling Strategy – Choose how calls are delivered to agents in a queue, e.g., Ring Simultaneously or Priority Agent.
	Music-on-hold – Select from a list of existing music-on-hold files.
	Drag & drop new audio – Drag and drop or upload new audio files for music on hold via the browse button. Note: only .WAV files are currently supported.
	Language – Choose which language the queues prompts will be in for example, English or French.

Queue Configuration cont...

	Skip busy agent – Stops calls going to agents in busy status.
	Wait if no members online – Customers can wait in a queue until an agent becomes available.
	Extension – Send customers that enter the queue to a specific extension number.
	IVR – Send customers to a pre-made IVR menu where they can choose more options.
	Ring Group – Send calls to a group of agents and their extensions.
	Queue – Send calls to another queue.
	Voicemail – Send calls to voicemail.
	External – Send calls to an external number outside of your organization.
	End call – Sending calls to "End call" terminates the call.

...Queue Configuration

	Enable intro prompt – Stop calls going to agents in busy status.
	Intro prompt – Choose a list of existing intro prompts.
	Drag & drop new audio – Drag and drop or upload new audio files for music on hold via the browse button. Note: only .WAV files are currently supported.
	Play intro message – When a customer joins the queue, they hear an introduction message to the queue.
	Announce queue position – Select to let customers know their position in the queue.
	Max queue wait time – Set how long each customer waits.
	Max callers in queue – Set how many customers can join a queue simultaneously, e.g., 10.
	Announcement intervals – Choose how often you let your customer know their position in the queue, e.g., every 30 seconds.
	SLA(s) – Set an SLA agent pick-up rate from customer calling inbound to agent answering e.g., 15 seconds.
	Wrap-up(s) – Set agent wrap-up time in seconds, e.g., an agent has 60 seconds to wrap up their notes before the next caller.