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.
Setting Description Number Enter a virtual number for callers to access the queue. The default queue number range is from 6400 to 6499.
Name Specify a name to help you identify this queue. 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 based on the type of agents in the
queue.
- Queue with static agents only: The system rings available agents in the order specified in the agents list.
- Queue with dynamic agents only: The system rings available agents in the order that agents have logged in.
- Queue with both static agents and dynamic agents: The system rings available agents in the order that agents have logged in.
Music On Hold Select a prompt to be played 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, then hang up the call.
- In the Agent Options section, configure
the following settings.
Setting Description 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 be played to agents when they answer a queue call. Ring In Use Set whether to ring an in-call agent when there are incoming calls in the queue.
Agent Auto Pause Note: If the Ring Strategy is set to Ring All, this feature will NOT take effect.Decide whether to automatically pause agents when their consecutive missed calls in the queue reach a threshold.
To use this feature, select Agent Auto Pause and specify the threshold in the Max Threshold for Missed Calls drop-down list.
Note:- Agents will receive a notification email when they are paused.
- The missed calls count for an agent will be
cleared when any of the following events occurs:
- The agent makes or answers a queue call.
- The agent is paused or logged out.
- The PBX is rebooted.
- 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.