# Queue Settings

## Overview

This screen is for creating and configuring basic settings for new Queues**.** There are a handful of required settings and a larger group of **Additional Settings** that may be required depending on what your organization is trying to achieve on a per-queue basis.

- [Adding a Queue](#bkmrk-adding-a-queue)
    - [Additional CallQueue Settings](#bkmrk-additional-callqueue)
- [Removing a Queue](#bkmrk-deleting-a-queue%C2%A0)

## Adding a Queue

1\) Navigate to the **Queue Settings screen from the **Navigation Panel.** Click the **New Queue** button.

[![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-07/scaled-1680-/N0Eimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-07/N0Eimage.png)

2\) Next choose a **Queue** name, **Description,** and **Strategy.**

<table border="1" id="bkmrk-field-type-descripti" style="border-collapse: collapse; width: 100%;"><colgroup><col style="width: 10.5068%;"></col><col style="width: 13.3498%;"></col><col style="width: 10.1865%;"></col><col style="width: 65.8333%;"></col></colgroup><tbody><tr><td>  
</td><td>**Field**  
</td><td>**Type**  
</td><td>**Description**  
</td></tr><tr><td class="confluenceTd">**Required**</td><td class="confluenceTd">Queue</td><td class="confluenceTd">Field</td><td class="confluenceTd">Name of Queue</td></tr><tr><td class="confluenceTd">  
</td><td class="confluenceTd">Description</td><td class="confluenceTd">Field</td><td class="confluenceTd">Description of Queue</td></tr><tr><td class="confluenceTd">  
</td><td class="confluenceTd">Strategy</td><td class="confluenceTd">List</td><td class="confluenceTd">How Queue behaves when it calls available Agents (see below)</td></tr></tbody></table>

<table border="1" id="bkmrk-strategy-description" style="border-collapse: collapse; width: 100%;"><colgroup><col style="width: 23.889%;"></col><col style="width: 76.2346%;"></col></colgroup><thead><tr><td>**Strategy**</td><td>**Description**  
</td></tr></thead><tbody><tr><td class="confluenceTd">**Random**</td><td class="confluenceTd">Calls agent in a true random fashion.</td></tr><tr><td class="confluenceTd">**Round Robin (Login)**</td><td class="confluenceTd">Calls Agent in a circular order based on login time.</td></tr><tr><td class="confluenceTd">**Linear (Login)**</td><td class="confluenceTd">Calls are based on who has logged in first.</td></tr><tr><td class="confluenceTd">**Ring All**</td><td class="confluenceTd">Calls all available agents (not currently on a call).</td></tr><tr><td class="confluenceTd">**Fewest Minutes (Usage)**</td><td class="confluenceTd">Calls agent with the fewest minutes of talk time for queue calls with respect to the rest of the agent team’s login time.</td></tr><tr><td class="confluenceTd">**Fewest Minutes**</td><td class="confluenceTd">Calls the first available agent with the fewest minutes of talk time for queue calls (and only queue calls).</td></tr><tr><td class="confluenceTd">**Fewest Calls (Usage)**</td><td class="confluenceTd">Uses the same logic as **Fewest Minutes Usage** except uses total queue calls as the basis.</td></tr><tr><td class="confluenceTd">**Fewest Calls**</td><td class="confluenceTd">Will call the first available agent with the fewest number of calls (only queue calls are counted).</td></tr><tr><td class="confluenceTd">**Last Recent**</td><td class="confluenceTd">Will call the agent who has not gotten a queue call for the longest (does not factor in other activity).</td></tr></tbody></table>

<div class="sectionColumnWrapper conf-macro output-block" data-hasbody="true" data-macro-name="section" id="bkmrk--3"><div class="sectionMacro"><div class="sectionMacroRow"><div class="columnMacro conf-macro output-block" data-hasbody="true" data-macro-name="column" style="width: 50%; min-width: 50%; max-width: 50%;"><div class="table-wrap">  
</div></div></div></div></div><div class="sectionColumnWrapper conf-macro output-block" data-hasbody="true" data-macro-name="section" id="bkmrk-randon-calls-agent-i"><div class="sectionMacro"><div class="sectionMacroRow"><div class="columnMacro conf-macro output-block" data-hasbody="true" data-macro-name="column" style="width: 50%; min-width: 50%; max-width: 50%;"><div class="table-wrap">  
</div></div></div></div></div>[![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-07/scaled-1680-/sRRimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-07/sRRimage.png)

3\) Lastly, click the **Save New Queue** button to save**.**  After you click save you will see a message stating **Changes Saved**.

[![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-07/scaled-1680-/sqRimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-07/sqRimage.png)**<span class="confluence-embedded-file-wrapper confluence-embedded-manual-size">![](https://public.intellasoft.net/download/attachments/8029977/image2017-8-4_16-0-21.png?version=1&modificationDate=1501876822029&api=v2)</span>**

### Additional CallQueue Settings

There are additional settings to consider when configuring a new Queue. These settings are located on the right side of the Queue Settings screen and are as follows.

<table border="1" id="bkmrk-name-value-queue-tim" style="border-collapse: collapse; width: 100%;"><colgroup><col style="width: 26.1112%;"></col><col style="width: 74.0124%;"></col></colgroup><thead><tr><td>**Name**  
</td><td>**Value**

</td></tr></thead><tbody><tr><td class="confluenceTd">Queue Timeout</td><td class="confluenceTd">Maximum time a caller can wait in this queue.

</td></tr><tr><td class="confluenceTd">Agent Timeout</td><td class="confluenceTd">How long to ring an agent before trying the next.

</td></tr><tr><td class="confluenceTd">Wrap Up Time</td><td class="confluenceTd">How long to pause calls to an agent after a call.

</td></tr><tr><td class="confluenceTd">Agent Auto Logout</td><td class="confluenceTd">Yes/No: Defines whether or not an agent is automatically logged out if they do not pickup</td></tr><tr><td class="confluenceTd">Join Empty</td><td class="confluenceTd">Yes/No: Defines whether or not a caller can enter an empty queue (no agents)</td></tr><tr><td class="confluenceTd">Leave Empty</td><td class="confluenceTd">Yes/No: Defines if a caller shall leave a queue if it becomes empty.</td></tr><tr><td class="confluenceTd">Goto Voicemail on Timeout</td><td class="confluenceTd">Defines where caller is sent if the queue times out (if this is set above)</td></tr><tr><td class="confluenceTd">Goto Voicemail on Empty</td><td class="confluenceTd">Defines where caller is sent if the queue has not available agents</td></tr><tr><td class="confluenceTd">Goto Voicemail DTMF Context</td><td class="confluenceTd">Allows a caller to exit a queue and be sent to voicemail by digit entry on phone</td></tr><tr><td class="confluenceTd">Goto Elsewhere on Timeout</td><td class="confluenceTd">Defines where the caller goes if they timeout, if not a voicemail.</td></tr><tr><td class="confluenceTd">Goto Elsewhere on Empty</td><td class="confluenceTd">Defines where the caller goes if their are no agents available in the queue , if not a voicemail.</td></tr><tr><td class="confluenceTd">Goto Elsewhere on DTMF Context</td><td class="confluenceTd">Defines a different destination that caller will be sent to if they digit press on their phone.</td></tr><tr><td class="confluenceTd">Goto Elsewhere on NightMode</td><td class="confluenceTd">Sends the caller elsewhere if the queue in question is in night mode. See **[DayNight Schedule](https://public.intellasoft.net/books/web-portal-dL9/page/daynight-schedule)** and **[Agent Assignments](https://public.intellasoft.net/books/intellaqueue-nQF/page/agent-assignments)** for additional information.</td></tr></tbody></table>

<div class="wiki-content" id="bkmrk-queue-timeout-maximu"><div class="contentLayout2"><div class="columnLayout single" data-layout="single"><div class="cell normal" data-type="normal"><div class="innerCell"><div class="panel conf-macro output-block" data-hasbody="true" data-macro-name="panel" style="border-width: 1px;"><div class="panelContent"><div class="sectionColumnWrapper conf-macro output-block" data-hasbody="true" data-macro-name="section"><div class="sectionMacro"><div class="sectionMacroRow"><div class="columnMacro conf-macro output-block" data-hasbody="true" data-macro-name="column" style="width: 50%; min-width: 50%; max-width: 50%;"><div class="table-wrap">  
</div></div></div></div></div></div></div></div></div></div></div></div>After you make changes in the **Additional CallQueue Settings** click the **Save** button at the bottom. You will see a message stating **Changes Saved.**

[![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-07/scaled-1680-/yGmimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-07/yGmimage.png)

## Removing a Queue 

1\) Navigate to the **Queue Settings screen from the **Navigation Panel.**

2\) Find the **Queue** you wish to delete, highlight it by clicking on it, then click on the red **X** in the **Delete** column.

3\) A confirmation pop-up will appear confirming your selection. Click **OK.** You will see a message stating **Changes Saved**.

[![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-07/scaled-1680-/YSMimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-07/YSMimage.png)