Call queues are used to place incoming calls in a queue and distribute them to participating agents. These can be customized to have agents be permanently logged in, or agents can log in/out from their individual phones as needed. Call queues are useful for reporting and ensuring effective customer service with minimal wait times.

Note: Unlike a ring group, call queues cannot ring external numbers.

Tip: To learn how to log in and out of a call queue, please see Log In/Out of Call Queues.

Call Queue Settings

To access the settings for a call queue, click Call Queues in the left sidebar and then click the call queue you would like to set up.

callQueues_access

General Tab

Extension

Extension Number

Three to six digit number that identifies the call queue and makes it dialable.

Name

Name by which the call queue is identified.

Omit from Directory

Removes the call queue from all dial by name directories.

Note: This setting only omits the extension from your dial by name directories. It does not omit the extension from directories found in the end user portal, Jive Mobile, etc. or prevent the extension from being dialed from an auto attendant (allow extension dialing).

Omit from Auto Attendant Extension Dialing

Removes the call queue from auto attendant extension dialing.

Note: This setting only omits the extension from being dialed within an auto attendant. It does not omit the extension from directories found in the end user portal, Jive Mobile, etc. or prevent the extension from being searched within a dial by name directory.

Agents Logged Into Queue

Displays a list of agents currently in the call queue. The list is updated as agents log in and out from their phones. Click on the line name to go to the settings for the line.

callQueues_GeneralTab

Queue Behavior Tab

Agent Settings

Ring Strategy

Defines how calls are distributed amongst agents.

Ring All
Rings all available agents.

Round Robin
Distributes calls in the order in which agents logged in to the queue.

Least Recent
Sends the call to the agent who has not received a call for the longest period of time.

Fewest Calls
Sends the call to the agent who has taken the fewest number of calls.

Random
Selects the next agent randomly.

Pre-Call Announcement

Plays a sound clip to agents in the queue before they are connected with the caller. This useful when agents are logged in to multiple queues.

Report Caller Hold Time

Announces to the agent answering the call how long the caller has been waiting in the queue.

Connection Delay

Controls whether a delay is inserted between the time an agent answers the call and the time the agent is connected to the caller.

Connect Timeout

Controls how long an agent’s phone rings before choosing a new agent to receive the call.

Retry Wait Time

Controls how long to wait from the time an agent connection timeout (see above) occurs before trying the next agent.

Wrap Up Time

Allows agents to have a few moments of down time after finishing a call before they can be sent another call. This is useful when the agents need to record information about the call prior to taking the next one.

Ring In Use

Notifies agents of additional incoming calls even if they are already on a call.

Forwarding

Controls how forwarded devices are handled. Sometimes an agent’s phone in a call queue is setup to forward its calls, causing calls to the agent to be immediately answered. As a result, other agents are prevented from answering the call. This option allows for these devices to be ignored.

Note: Direct calls to agents will still be forwarded.  Only direct calls to the call queue will ignore call forwarding.

Caller Settings

Weight

Prioritizes how calls are distributed to an agent that is logged in to multiple queues at once. The calls in the queue with the greater weight are sent to the agent before the calls from lower-weighted queues.

Max. Callers

Determines the maximum number of callers that can be placed in the queue. Set it to 0 (zero) to allow unlimited calls (recommended).

While waiting in queue, callers will hear

Controls whether callers hear ringing or hold music while waiting for an agent to answer them in the queue.

Note: Callers will still hear hold music when placed on hold.

Position Announcement Frequency

Controls how often a caller is notified of his or her position in the queue. Set to 0 (zero) to disable this announcement.

Position Announcement Rounding

Controls the level of precision with which callers are told their approximate wait time. 0 (zero) means that only minutes are announced. Values of 5, 10, 30, etc. announce the time rounded to the nearest 5, 10, 30, etc. seconds.

Periodic Announcement Message

Plays a message to callers waiting in the queue periodically.

Periodic Announcement Frequency

Controls how often the periodic announcement plays to callers waiting in the queue. Set this to 0 (zero) to disable periodic announcements.

Say Hold Time

Controls whether the estimated hold time is included with the periodic announcements. Setting this to Once includes the hold time with the first announcement only.

Allow new callers to empty queue

Controls how callers are handled when no agents are available in the queue.

Permit
Allows new callers even when no agents are present.

Deny
Routes callers to the next step in the dial plan when no agents are present.

Deny Strict
Rejects new callers when no agents are available, not just when none are present.

Remove callers when queue has no agents

Callers waiting in the queue will be removed when the last agent leaves the queue.

Recording Tab

Call Recording

It is your responsibility to understand call recording laws for your area. See Call Recording Privacy Policy and Notices for more information.

Before you can enable call recording, your remote storage must be setup.

Record Queue Calls

Enables recording of all incoming calls to this call queue. Recorded calls will be saved to your remote storage.

Call Recording Format

Defines recording file format saved to the remote storage.

WAV49
Smaller file size (default, recommended).

WAV
Larger file size, more compatible with mobile devices.

Note: If call recording is enabled system-wide or on a phone number and a conference bridge, multiple copies of the call will be recorded. The conference bridge will generate a recording that starts when the first participant enters and ends when the last participant exits. Additionally, a separate recording will be created from the perspective of each participant.

callQueues_RecordingTab

Usage Tab

Lists all devices and call flows using the call queue. Click on an item name to go to its settings.

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