Call Queues

CALL QUEUES  

A Call Queue is a place holder for calls to sit waiting to be answered. A call queue can be configured to ring multiple devices in a certain order or a parking lot for a call to sit and wait until someone retrieves the call.

You may have queues programmed for you during on-boarding, but you may find the need to edit or even add more queues as your needs change.

Adding a Call Queue

1. Click the 'Add Call Queue' button. 
2. You'll be taken to the 'Basic tab'. 

Basic Tab Fields

• Queue Name
• Extension Number: (cannot be changed later; recommended range: 7001–7999)
• Ring Type:
  • Round-robin – Routes callers to the agent who has been idle the longest.
  • Ring All – All available agents’ phones ring at once; the first to answer takes the call.
  • Linear Hunt – Calls are routed in a fixed order, starting from the top of the list until answered.
  • Linear Cascade – Similar to Linear Hunt, but each agent has a set amount of time to answer before the call moves on.
  • Call Park – Places a call on hold in a “parking spot,” so it can be retrieved from another phone or location.
• For more information on Ring types click here: Ring Types Explained

Pre-Queue Options

If you choose any ring type except Call Park, the Pre-Queue Options tab will appear.

These settings define the conditions that must be met before a call enters the queue. Here, you can adjust:

• Expected Wait

• Queue Length

• Require Agent

• Intro MOH (Music on Hold)

If these conditions aren’t met, the call is forwarded to the Forward if Unavailable destination, where you can enter an extension or phone number.

In-Queue Options

This tab controls how calls are handled after they enter the queue. Options vary depending on the selected ring type.

Managing Queue Agents:

Once you save your queue, it will appear alongside your other call queues. To the right of the queue name and extension, you’ll see the selected ring type and a summary of how many callers and agents are in the queue.

From here, you can:

• Add Agents

• Edit Music on Hold

• Edit queue settings (except the name or extension number)

• Delete the queue
  
  

Editing Agents

• Click the Edit Agent icon.

• Add or remove agents.

• Configure settings such as:

  • Receive Calls – Enable or disable call handling.

  • Maximum Simultaneous Calls – Limit how many calls an agent can handle at once.

  • Wrap Time – Delay before the agent can receive another call.

  • Queue Priority – Set priority if the agent belongs to multiple queues.

  • Order in Linear Hunt – Define the agent’s position if using Linear Hunt.

• Important: Click SAVE AGENT after making changes.

Agent Phone vs. User

• Use the Agent Phone field to assign specific devices.
• This ensures queue settings control call routing, not the user’s personal answering rules.

NOTE: For extended steps detailed instructions click here: Call Queues (Extended Explanation)