Queues Configurations

Queues Configurations

Overview

The Queue Management module allows administrators to effectively manage and configure queue settings, assign agents, and set timings to optimize call handling and customer service efficiency.

How to access

  • Sidebar (Settings Icon) => Queues

How to Use

  • Add new Queue 

  1. Click on “Add New Queue”: This will open a form where you can define a new queue.
     Fill in the following fields:

  • Queue Number: Enter a unique number for the waitlist (e.g., 3026).

  • Queue Name: Provide a descriptive name for the waitlist (e.g., “Sales Team”).

  • Caller ID Prefix (Optional): Enter a prefix if you want to add it to the caller’s ID when routing calls.

  • Sound on Hold: Select the music or announcement that will play while the caller waits.

  • Join Announcement: Choose the announcement that plays when the caller joins the waitlist.

  • Ring Strategy: Specify how the system should ring the agents (e.g., ring all, rotate, etc.).

  • Announcement When No Agents Available: Decide whether to play an announcement when there are no agents available.

  • Failover Destination: Select the destination to forward the call to if no agents are available.

  • Speed of Answer: Set the speed of answer to be applied to this queue.
     After completing the form, click "Submit" to save the new waitlist.

  1. Add Agents to the Queue

  • From the dropdown, choose the agent(s) you want to add.

  • Click Submit to confirm.

  • The table will update to show the newly added agents.

  • You can delete or modify the dynamic status of agents using the icons in the Actions

Note: A dynamic agent only receives queue calls after logging in, and stops receiving them once logged out by entering the loging code to Queue.

  1. Select the timing and agents option

  • Choose agent timeout

    • The maximum duration that a call will ring for an agent before it’s redirected to another agent or handled differently according to your queue settings

  • Set max wait time

    •  The maximum time a caller can stay in the queue before the system does something else

  • Click Submit when done.


  • Edit Queue 

    • Click the Edit icon next to a queue.

    • Update any settings across the three tabs.

    • Click Submit to save changes.

  • Delete Queue

    • Click the Delete icon next to the queue.

    • Confirm the prompt to permanently delete the queue.

Note

  • Deleting a queue will remove all configurations, including agents and routing settings.

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