Queue Preferences

This topic describes the queue preference settings, including distinctive ring tone, queue capacity, queue callback, service level agreement, announcement, and satisfaction survey.

Distinctive ring tone

Setting Description
Queue Alert Info

Set an "alert info text" to add to Alert-info header in INVITE request for queue calls.

When receiving a queue call, the phone will inspect "Alert-Info" header to determine which ring tone it should use for ringing.

Queue capacity

Setting Description
Maximum Callers in Queue The maximum number of callers that can wait in the queue.

The default value is 0 (unlimited).

Note: When the number of callers waiting in queue reaches the Maximum Callers In Queue, the system routes the additional calls to Failover Destination.
Leave Empty

Pull the caller out of a queue when no agent is in the queue, and forward the call to the Failover Destination.

Join Empty Allow callers to join a queue when there is no agent in the queue.


Setting Description
Request Callback Method Define how a caller can request a callback when the queue is busy.
Digit to press Define what digit a caller can press to request a callback when the queue is busy.
Note: The option is available only when Request Callback Method is set to Triggered by caller input.
Timeout (s) Define the amount of time (in seconds) that a caller can wait in the queue. After the timeout, the system will play the callback option to the caller automatically.
Note: The option is available only when Request Callback Method is set to Auto triggered after the timeout.
Callback Outbound Prefix Define the prefix of outbound route, which will be used to call the callback number.
Note: All agents in this queue must have permission to use this outbound route, or the callback would fail.
Callback Timeout

Define how long a callback request can be reserved in the queue. If there are no available agents in the queue within the timeout period, the callback request will be cancelled.

  • Enable Queue's Maximum Waiting Time: Use the timeout period configured in Queue > Basic > Maximum Waiting Time (s).

  • Custom: Set a custom timeout period in the Timeout (s) field.
    Note: The value should be less than the queue's Maximum Waiting Time (s).

Priority queue

Setting Description
Weight Specify the initial weight of a queue.

You can enter a number between 1 and 999. The larger the number, the greater the weight.

The system will compare the weight of multiple queues, and assign incoming calls from the queue with a greater weight to agents first. For example, calls in a queue with a weight of 2 will be answered more quickly than that in a queue with a weight of 1.

Enable Acceleration Weight Enable acceleration weight to dynamically adjust queue weight according to the waiting time of an incoming call in the queue, so as to avoid the calls in a low-priority queue being waited for too long,
Acceleration (s) Specify the amount of time a call has been waiting in the queue before the weight is increased by 1. This ensures that calls with longer waiting time can be prioritized through accelerated weighting, enabling them to be answered more quickly.

You can enter a number between 10 and 1800.

The system will calculate the total queue weight based on the initial queue weight and the waiting time of a call according to the following formula:

Queue Weight = Weight + (Waiting Time / Acceleration) * 1
Note: If there are decimals in the result, the value will be rounded.

Service level agreement

Setting Description
SLA Time(s) The maximum amount of time (in seconds) that an agent needs to answer an incoming call.

The default SLA time is 60 seconds.

Evaluation Interval(min) The time interval to compare the queue's SLA performance against the alarm threshold, so the system can send a notification email accordingly.
Alarm Threshold(%) The service level threshold for the queue.

The default alarm threshold is 80%.


Setting Description
Join Announcement The announcement played to callers before they join the queue.
Agent ID Announcement The announcement played to callers to prompt the agent ID.
  • Default: The system plays the prompt “{extension_number} will be connected. Please wait”.
  • Custom prompt: If you choose your custom prompt, the system will play {extension_number} + your custom prompt.
Play "Thank You for Your Patience" Prompt Play the prompt "Thank You for Your Patience" to callers periodically while the caller is waiting in a queue.
Call Position Announcement
Announce Position Announce position of caller in the queue.
Announce Hold Time Announce the hold time to the caller periodically based on Frequency.
Frequency(s) The time interval to announce queue position and estimated hold time to the caller.
Queue Announcements
Prompt The announcement played to callers periodically.
Frequency(s) The time interval to play the announcements.

Satisfaction survey

Setting Description
Satisfaction Survey Prompt The prompt played to caller to ask the caller to rate their satisfaction scale after the agent hangs up.

The default prompt is "Please rate your satisfaction with our service, press 1 for satisfied, press 2 for dissatisfied. Thank you.". "Thanks for your calling, goodbye." is prompted after the caller presses a key.

Satisfaction Survey Points
The scores for the keys that the caller can press to rate an agent's service.
Note: This allows you to collect customer feedback and gain valuable insight into agent performance. You can check satisfaction survey score in Satisfaction Survey report and Satisfaction Survey Details report. For more information, see Satisfaction Survey Report and Satisfaction Survey Details Report.

Key Press Event

Setting Description

The caller can press the key to enter the specific destination when waiting in queue.

Generally, set a Periodic Announcements to guide the callers to press the key.
Key Destination The destination to route the call when the caller presses a key.
  • 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 group 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.