Create a Queue
You can create and design queues to allow callers to talk with agents according to your business. This topic describes how to create a queue.
Prerequisites
- Customize a voice prompt as agent announcement.
- Configure the Music on Hold for the queue.
Procedure
- Log in to PBX web portal, go to Add. , click
- In the Basic page, configure the basic settings for
the queue and agent settings.
- In the Basic section, configure the
following settings:
- Number: Enter a virtual
number for callers to access the queue.
The default queue number range is from 6400 to 6499.
- Name: Enter a queue name to help you identify it.
- Ring Strategy: Select a ring
method to distribute calls to agents.
- Ring All: Ring all available agents simultaneously until someone answers.
- Least Recent: Ring the available agent that was least recently called.
- Fewest Calls: Ring the available agent with the fewest completed calls.
- Random: Ring the agents randomly.
- Rrmemory: Round robin with
memory.
The system remembers the last agent it tried and rings the next agent.
- Linear: Ring the available agent in
specific order.
- If there are only static agents in the queue, the system rings agents in the order specified in the agents list.
- If there are only dynamic agents in the queue, the system rings agents in the order that agents have logged in.
- If there are both static agents and dynamic agents in the queue, the system rings agents in the order that agents have logged in.
- Music On Hold: Select a prompt to play to callers waiting for an available agent.
- Maximum Waiting Time(s): Set a number of seconds that the caller can wait for an available agent.
- Failover Destination: Select
a destination to route the call when the call is not
answered by any agent.
- Hang up: End the current call.
- Extension: Route the call to the specified extension.
- Extension Voicemail: Route the call to voicemail box of the specified extension.
- Group Voicemail: Route the call to voicemail box of a queue, a ring group, or a custom group.
- IVR: Route the call to the specified IVR.
- Ring Group: Route the call to another ring group.
- Queue: Route the call to the specified queue.
- External Number: Route the call to an external number.
- Play Prompt and Exit: Play a custom prompt, and then hang up the call.
- Number: Enter a virtual
number for callers to access the queue.
- In the Agent Options section, configure
the following settings.
- Agent Timeout(s): Set a number of seconds that the system rings an agent's phone.
- Retry Interval(s): Set a number of seconds to wait before ringing the next available agent when the last available agent has been ringed and timed out.
- Wrap-up Time(s): Set a number of
seconds for agents to complete post-call processing
after finishing a call.
The next call will come after this period following the ring strategy.
- Agent Announcement: Select a prompt to play to agent prior to bridging in the caller.
- Ring In Use: Set whether to distribute additional queue calls to the agents who are already in calls.
- In the Basic section, configure the
following settings:
- Click the Members tab, set agents for the queue.
- Dynamic Agents: Select the dynamic agents
that can log in to or log out of a queue at any time.Note: The queue distributes calls to the dynamic agents only when they log in to the queue and unpause the queue calls.
- Static Agents: Select the static agents that
always stay in the queue.Note: Static agents do not need to “log in” to the queue, and cannot “log out” of the queue.
- Dynamic Agents: Select the dynamic agents
that can log in to or log out of a queue at any time.
- Click Preferences tab to customize the queue
according to your needs.
For more information of the preference settings, see Queue Preferences.
- Click Save and Apply.