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.

Supported methods

You can set distinctive ringtones for queue calls via the following methods:

Set distinctive ringtone for IP 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 has been associated with an IP phone via auto provisioning.
For more information, see the following topics:
Procedure
  1. Set an alert info for queue calls on the PBX
  2. Set a specific ring tone for a phone
Set an alert info for queue calls on the PBX
  1. Log in to PBX web portal, go to Call Features > Queue > Inbound Queue/Outbound Queue, edit a desired queue.
  2. Set an alert info for a queue:
    Feature Instruction
    Inbound Queue
    1. Click the Preferences tab.
    2. 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.
    Outbound Queue
    1. Scroll down to the Prompt section.
    2. In the Queue Alert Info field, enter an alert info.

      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.
  3. Click Save.
Set a specific ring tone for a phone
  1. 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.
  2. 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.

Set distinctive ringtone for Linkus clients

You can set a distinctive ringtone for a queue, which will be played on agents' Linkus clients when they receive calls from the queue.
  1. Log in to PBX web portal, go to Call Features > Queue > Inbound Queue/Outbound Queue, edit a desired queue.
  2. Set a Linkus client distinctive ringtone for the queue:
    Feature Instruction
    Inbound Queue
    1. Click the Preferences tab.
    2. In the Linkus Client Distinctive Ringtone drop-down list, select or uploaded a desired ringtone.
    Outbound Queue
    1. Scroll down to the Prompt section.
    2. In the Linkus Client Distinctive Ringtone drop-down list, select or uploaded a desired ringtone.
  3. Click Save.
    Note:
    • You can manage the uploaded custom ringtones on PBX Settings > Voice Prompt > Custom Ringtone.
    • If you select an uploaded custom ringtone (rather than a built-in ringtone), it will only apply to agent's Linkus Web Client and Desktop Client for queue calls. Instead, the Linkus Mobile Client will play the ringtone configured in the app.
    • If the call is from a contact with a distinctive ringtone set in the agent's Linkus client, the contact’s distinctive ringtone will take priority over the queue ringtone.