Queues

Queues

Queue Module Overview

The Queue Module enables you to manage and configure call queues for efficient call handling. It distributes incoming calls to agents or teams based on customizable rules, enhancing the customer experience and ensuring that no calls are missed.

Why Use the Queue Module?

  • Efficient Call Distribution: Automatically routes incoming calls to available agents.

  • Customizable Queues: Configure queues with specific settings, rules, and agents for different departments or teams.

  • Improved Customer Experience: Ensures customers experience shorter wait times and receive timely responses.

  • Management and Reporting: Allows supervisors to monitor and adjust queue performance.

Basic Steps for Using the Queue Module

  1. Accessing the Queue Module
    Navigate to Settings > Queues in the sidebar.
    The page will display existing queues, with columns for:

    • Queue: The unique number assigned to the queue.

    • Description: Additional information about the queue.

    • Actions: Options to edit or delete the queue.


  1. Adding a New Queue
    Click the Add New Queue button to create a new queue.

  2. Fill in the following fields:

    • General Settings:

      • Queue Number: Enter a unique number for the queue (e.g., 300, 301).

      • Queue Name: Specify a name to identify the queue (e.g., Sales Team).

      • CID Name Prefix: Optionally add a prefix to the Caller ID name for calls from this queue.

      • Ring Strategy: Select a strategy for how the queue will ring agents:

        • Ring All: Rings all agents simultaneously.

        • Other strategies like Round Robin or Linear may also be available.

      • Join Announcement: Choose if an announcement should play to callers when they enter the queue.

      • Fail Over Destination: Select a destination for calls if no agents are available (e.g., voicemail or another queue).

      • SLA: Set a Service Level Agreement (SLA) to ensure timely call handling.

After filling in the required fields, click Submit to save the queue.


  1. Adding Agents to the Queue
    After creating a queue, navigate to the Queue Agents tab.

    • Agent Quick Select: Choose agents to assign to the queue from a dropdown list.

    • Queue Agents Table: Displays agents added to the queue, including:

      • Extension: The agent's extension number.

      • Display Name: The agent's name.

      • Dynamic: Toggle to allow the agent to dynamically join or leave the queue.

      • Delete: Remove the agent from the queue by clicking the delete icon (trash can symbol).

Click Submit once agents are selected or changes are made.


  1. Configuring Timing & Agent Options
    In the Timing & Agent Options tab, configure how calls are managed within the queue:

    • Agent Timeout: Set the number of seconds the system waits for an agent to answer before routing the call to the next available agent.

    • Retry: Specify the frequency at which the system retries connecting with agents if no one answers.

After setting these options, click Submit.


Editing and Deleting Queues

  • Edit: To modify a queue, click the edit icon (pencil symbol) next to the queue you wish to change. This allows you to update the queue's settings, agents, or timing options.


  • Delete: To remove a queue, click the delete icon (trash can symbol). You will be prompted to confirm before permanently deleting the queue, preventing accidental deletions.

Conclusion

The Queue Module is designed to help businesses efficiently manage high volumes of incoming calls. By creating queues with custom strategies, assigning agents, and configuring call handling rules, businesses can streamline their call management process, resulting in improved customer experiences.