Call Queuing
- Stephen Magennis
- Colm Steele
Call 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.
Key Features
First In First Out (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.
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.
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 to change.
Provide the ring group number, settings and values you would like adjusted.
Duration: Maximum time the caller will be on hold before being passed to the failure route (such as voicemail). Set in seconds
Wrap-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.