How to add agents and Manage Call Queues

Adding an Agent to an Existing Call Queues

1. From the Manager portal navigate to the Call Queues page.
2. Click the edit agents option (person icon) next to the desired queue
3. Select Add Agent
4. Enter the extension of the desired agent (multiple extensions can be entered in this field) 
5. Click Save Agent
6. Click Done

Setting a Queue Failover

1. From the Call Queues page, select Edit (pencil Icon) next to the desired queue
2. Select In Queue Options
3. In the If Unanswered queue, select forward to destination

4. Enter the desired extension or select a voicemail if applicable.

5. Click Save

Editing Queue Timing

1. From the Call Queues page, select Edit (pencil Icon) next to the desired queue
2. Select In Queue Options
3. Adjust:

   • Queue Ring Timeout – Total time the queue will ring.

   • Agent Ring Timeout – Time each individual agent’s phone will ring (should be less than the Queue Ring Timeout).

4. Click Save