Set Distinctive Ringtones for Queue Calls

You can set a unique ring tone per call queue so that the agents can easily identify who is calling. This is especially useful for the agents who are in multiple call queues to help them identify calls.

Procedure

Set an alert info for queue calls on the PBX.
Set a specific ring tone for a phone.

Set an alert info for queue calls on the PBX

Log in to PBX web portal, go to Call Features > Queue, edit a desired queue.
Click the Preferences tab.
In the Basic section, enter an alert info in the Queue Alert Info field.
The alert info is used to trigger IP phones to play a specific ring tone when receiving a call through this queue.
In this example, set the alert info to Support.

Set a specific ring tone for a phone

For the agents who want to play unique ring tones for different queue calls on their phones, you can set distinctive ring tones for their phones by auto provisioning.

Note: Users can also log in to phone web interface to set distinctive ring tone manually on their own IP phones. For more information, contact the phone manufacturer.

Prerequisites

The agent's extension should have been associated with a phone.

For more information, see the following topics:

Procedure

Set a specific queue ring tone for an agent's phone.
1. Log in to PBX web portal, go to Extension and Trunk > Extension, edit the agent's extension.
2. Click the Phone tab.
3. In the Distinctive Ringtone section, click Add.
4. In the Alert Info field, select the alert info that is pre-defined for queue calls.
  In this example, select Support.
5. In the Ringtone field, select a specific ring tone for the queue calls.
  In this example, select Ring3.wav.
  
  Note: The available ring tones vary by phone models.
6. Click Save.
Reprovision the phone to take effect.
1. Go to Auto Provisioning > Phones.
2. Click beside the phone assigned to agent's extension.

Result

The agent's phone plays ringtone Ring3.wav when receiving calls from the Support queue.