A queue is a ring strategy that places calls into a position where queue member agents can take calls when available, while placing additional calls on hold until offered to a queue member agentCall Queuing allows incoming calls to be placed in a queue until an agent is available to answer. This feature is essential for managing high call volumes and ensuring customer satisfaction.
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Key Features
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First In First Out (
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FIFO): Calls are answered in the order they are received.
Music on Hold: Callers hear music while waiting.
Position Announcement: Callers are informed of their position in the queue every 30 seconds by default.
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For a member agent to join a queue they will dial *45 followed by the ring group number they are going to join i.e. 600, 617 etc.
For a member agent to leave a queue they will dial *46 followed by the ring group number they are going to join i.e. 600, 617 etc.
Total Ring Time.
Ring time per user agent is set from within the Ring Group setting via Total Ring Time set in seconds.
If Total Ring Time is set to 60 seconds, it will call one user for 60 seconds before trying the next user
Wrap Up Time
This is the length of time that a user has before they are able to receive another call.
This setting is set to 30 seconds by default, and should be long enough for the user agent to complete a task before the next call comes in
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Like other ring strategies, Queue is set from either the Call Flow or Configuration page within a Ring Group.
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Queue Strategy: The current option is Least Recently Called.
Configuration Steps
Create a New Queue:
Navigate to a Ring Group within the Call Flow or Configuration page sections.
Set ring strategy to “Queue”.
Set Queue Options:
Total Ring Time specifies how long each user will ring, before trying the next agent.
Configure the music on hold.
See Advanced Queue Settings for more.
Assign Agents:
Select agents who will handle calls from this queue.
Agents can also use feature codes to join or leave a queue.
Save and Apply:
Review the settings.
Click “Done“ then "Save" to activate the queue.
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Join/Leave a Queue
Join: Dial *45 and enter the desired ring group number i.e. 600, 601 etc.
Leave: Dial *46 and enter the desired ring group number i.e. 600, 601 etc.
Advanced Queue Settings
These settings will require a ticket on our helpdesk Helpdesk to change.
Let our team know Provide the ring group number, settings and which of the settings you want values you would like adjusted.
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Duration (s)
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Setting Name
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Description
Duration: Maximum time the caller will be on hold before being passed to the failure route (such as voicemail). Set in seconds
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Wrap
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This setting puts queue member agents on cooldown for the set time in seconds, preventing calls from being offered until the time has elapsed.
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Position Interval (s)
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-Up Time: Time allocated for agents to finalize tasks after a call before receiving a new call.
Position Interval: Frequency at which callers hear their queue position.
Troubleshooting Tips
Queue Not Answering: Check if agents are logged in and available.
Agent Not Receiving Calls: Ensure the Identity expected is included in the user's Followme.
Caller Cannot Hear Position: Custom music on hold may need the volume adjusted to allow callers to hear the Queue Position.