Call Queues allow the administrator to group users under one extension and hold calls until agents become available, providing advanced call center technology to handle automated inbound call distribution. Call Queues should be used for teams such as support and inbound sales, which often manage high volumes of inbound calls.
Create a Call Queue:
a) Navigate to the Ring Groups & Call Queues view within the locations app and select “Call Queues.”
b) Select the option "Create Call Queue."
1. General Information
c) Provide a Queue Name, Extension Number, and assign users to the queue.
2. General Settings
d) Default Music: This is the music on hold callers will listen to, while they wait for an agent to respond. Audio files should be MP3 or WAV and should not exceed 5MB.
e) Queue Strategy: Calls can be distributed among agents using Round Robin or Most Idle strategies.
f) Wrap Up Time: is the time in seconds that an agent is given to complete their after-call work. When this time expires, the agent will be put back "In-service" and will be made available to accept inbound calls.
g) Agent Ring Timeout: the number of seconds the agent's device will ring before moving to the next agent.
h) Max. Number of Calls: The maximum number of calls that can be held by a queue. When the number of calls is exceeded, calls will move onto the next step defined in a call flow.
i) Max. Hold Time: The maximum time in seconds a call will remain on hold before timing out and exiting the queue to the next step defined in a call flow.
j) Service Level: The percentage of calls answered within a specific timeframe specified in seconds by the administrator. For example, an administrator might define that his service level target is to answer 85% of calls within the first 20 seconds.
k) Allow callers to enter the queue even if no agents are available: This option will allow calls to be enqueued, even if there are no agents available. If unchecked, calls will automatically move onto the next step defined in a call flow.
l) Call Recording Enabled: Record all inbound calls to the queue.
3. Advanced Settings
a) Enable Caller ID Prepend: This will show a text that will allow agents to easily identify the call as part of the queue. The text is prepended to the incoming caller ID shown on the Mobile App and desk phones.
b) If nobody answers: Define what happens if the call timeouts.
- Accept voicemails: This allows the caller to leave a voicemail message.
- Dial: Redirect the call to an agent, ring group, call queue, or call flow.
- Do nothing: Hangs up the call.
c) Periodic Announcements: Automatic message that announces the estimated wait time or position in the queue to the caller. This feature is only available for customers on the Enterprise plan.
d) Language Prompts: Select the periodic announcements' language.
e) Missed call notifications: Define what happens when there is a missed call.
- Notify all agents in the group when a call is missed.
- Notify only the agent that lost the call from the group.
- Don't send missed call notifications to agents in the group.
Delete Call Queue:
To delete a Call Queue, access the Call Queues view, hover over the desired call queue, click on the drop-down menu on the right-hand side and select the option delete.