This article is intended for users with an Office Manager scope. This scope grants administrative access to the phone system.  

Jump To Section

• Types of Call Queues
• Adding a Call Queue
  • Pre Queue Options Tab
  • In Queue Options Tab
• Adding Agents to the Queue
• Creating Call Parking

Types of Call Queues

• Round Robin = The agent idle the longest gets the next call for a set amount of time before attempting the next available agent (one by one).
• Tiered Round Robin= The agent idle the longest gets the next call, tiers of agents can be set up to escalate upwards of the first tier(s) do not pick up in time (one by one with priority).
• Ring All = All agents ring simultaneously.
• Linear Hunt = Agents ring simultaneously in a defined order, orders ring independent of one another (The system will ring one order, stop ringing them after a set amount of time and start ringing the next order until the queue expires).
• Linear Cascade = Agents ring simultaneously in a defined order, orders continually combine until the call is answered (The system will ring one order, continue ringing the first and bring in the next order after a set amount of time and ring both/all orders until the queue expires).
• Call Park = Builds a park queue where callers can be placed on hold for agents to pick up.

Adding a Call Queue

After logging into the phone system, select Call Queues then click Add Call Queue.

The Add a Call Queue window will appear

Start to create your Call Queue by giving it a Name, Extension, and Type. The Department and Site fields are optional; leave all other settings as default, see the example below:

** Note: the system will warn you if you inadvertently try to use an extension number that is already in use. **

• Name: Enter a name for this call queue. The name should allow you to differentiate
  this call queue from other call queues you've configured.
• Extension: Select an extension not in use. Please note 5000 & 5001 have been designated system routing numbers for the Voicemail system. 
• Department (optional): Identifies the department the Call Queue is associated with. 
• Site (optional): Identifies the site the Call Queue is associated with. 
• Type: Reference above for an explanation of each type of queue.

Once set, click Next.

Pre Queue Options Tab

By default most of the settings here do not need to be adjusted. All queue types have the same settings. Here are some options to consider:

• Require Agents
  • Yes: The queue send callers to the Forward If Unavailable destination if there are no agents available.
  • No: Callers will enter the queue regardless of agent availability. 
• Queue Audio = Choose whether callers hear a ringback tone or music on hold when they enter the call queue
• Allow Callback Option = Callers are presented with an option for a callback if no agents are available or if the queue timeout expires. 
• Forward If Unavailable = Destination if no agents are available in the queue. 

In Queue Options Tab

The In Queue options vary slightly between queue types. 

• Queue Ring Timeout (sec): Use the slider to specify the maximum number of seconds that the call remains in the queue before timing-out. Default is 30 seconds. If this timer expires callers will be sent to the If Unanswered Destination.
• Agent Ring Timeout: Use the slider to specify how many seconds the queue will attempt to ring each agents in the queue. This should usually be less than Queue Ring Timeout. By default this is 15 seconds. This timer varies by queue type:
  • Round Robin: The system will ring each agent one at a time at this interval in order of idleness until the Queue Ring Timeout expires.
  • Tiered Round Robin: The system will start ringing each agent in order 1, one at a time at this interval, in order of idleness, before moving to order 2 agents, etc, until the Queue Ring Timeout expires. If the highest order agents do not pickup and the Queue Ring Timeout is still not expired the system will restart at order 1.
  • Linear Hunt: The system will start ringing all agents in order 1 before stopping and moving to (decided by the Agent Ring Timeout) order 2 agents, etc.
  • Linear Cascade: The system will start ringing agents in order 1 and continue adding orders of agents at this interval until the Queue Ring Timeout expires.
• Agent Ring Timeout: Use the slider to specify how many seconds the queue will attempt to ring each agent. This should be less than Queue Ring Timeout. By default this is 15 seconds. The system will ring each agent in order 1 one at a time in order of idleness then try order 2 agents until the Queue Ring Timeout expires.
• Agent Ring Timeout: Use the slider to specify how many seconds the queue will attempt to ring agents before including the next order of agents. This should be less than Queue Ring Timeout. By default this is 15 seconds. The system will keep adding orders of agents at this interval until the Queue Ring Timeout expires.
• Enable voicemail: Creates a mailbox for the Call Queue. 
• If Unanswered:
  • Forward to destination: Callers are sent to this defined destination if the Queue Ring Timeout expires.
    • Note: You may enter a user's extension, phone, voicemail box or another call queue where callers are forwarded if agents fail to answer before the Queue Ring Timeout occurs.
  • Stay in Queue: If the call queue has 'Enable voicemail' set to NO, the callers will remain in the queue until an agent picks up the call (ring unlimited) or the caller hangs up. If the call queue has 'Enable voicemail' set to YES, then when the 'Queue Ring Timeout' has expired, the caller will be presented with the following options; "press 2 to leave a voicemail. Press the pound key to return to the queue or you can hang up at anytime." If the caller does not press anything, the caller will return to the queue and wait for the next available agent. If the caller presses 2 to leave a voice message, the caller will be sent to the call queue's voicemail box.
  • Send to Voicemail: Callers are sent to the call queue's voicemail box.

After hitting Next in the In Queue Options Tab, select Add on the SMS tab. *Queue-SMS is not yet covered in this article.

Assigning Agents To the Queue

A newly created queue will have 0 available agents.

To add agents select the link 0(0) or the icon with the person , then select Add Agent

Add agents one at a time in the Agent Extension box, when finished select Save Agent.

Important Agent Settings

Wrap Up Time (sec): A timer to allow agents to complete notes before taking the next call in the queue.

Max Simultaneous Calls: A Limiter to how many calls a queue can dispatch to an agent.

Order in Linear Hunt: If using a Round Robin, Tiered Round Robin, Linear Hunt, or Linear Cascade type queue, this sets the agent's Order in the queue. 

Request Confirmation: Adds a prompt to the agents to accept the call manually by pressing 1 before the call is connected to the agent.

Auto Answer: Allows calls to be automatically answered by the queue agents.

You will now see your agents added to the queue, note that the order will be displayed, then select Done.

Creating Call Parking

Call Parking is used to hold callers in a parking spot and announce to others that a caller is holding. Any user can then retrieve the caller from the parking spot by dialing the extension where they are holding.

Call Parking has a specific extension range set apart on the phone system. In order for Call Parking to function the Call Park queues must be created within this extension range: 700-749.

To create a Call Park simply click on Add Call Queue

Next,

1. Enter the Call Park data Name, Extension, Department, and Site
2. Select Call Park in the Type field,
3. Then Click Add.

Once added phone system users can transfer callers to these parking spots to keep callers on hold.