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 Additional CallQueue Settings Removing a Queue Adding a Queue 1) Navigate to the  Queue Settings   screen from the  Navigation Panel.  Click the  New Queue  button. 2) Next choose a  Queue  name,  Description,  and  Strategy.  Field Type Description Required Queue Field Name of Queue Description Field Description of Queue Strategy List How Queue behaves when it calls available Agents (see below) Strategy Description Random Calls agent in a true random fashion. Round Robin (Login) Calls Agent in a circular order based on login time. Linear (Login) Calls are based on who has logged in first. Ring All Calls all available agents (not currently on a call). Fewest Minutes (Usage) Calls agent with the fewest minutes of talk time for queue calls with respect to the rest of the agent team’s login time. Fewest Minutes Calls the first available agent with the fewest minutes of talk time for queue calls (and only queue calls). Fewest Calls (Usage) Uses the same logic as  Fewest Minutes Usage except uses total queue calls as the basis. Fewest Calls Will call the first available agent with the fewest number of calls (only queue calls are counted). Last Recent Will call the agent who has not gotten a queue call for the longest (does not factor in other activity). 3) Lastly, click the  Save New Queue  button   to save .   After you click save you will see a message stating  Changes Saved . 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. Name Value Queue Timeout Maximum time a caller can wait in this queue. Agent Timeout How long to ring an agent before trying the next. Wrap Up Time How long to pause calls to an agent after a call. Agent Auto Logout Yes/No: Defines whether or not an agent is automatically logged out if they do not pickup Join Empty Yes/No: Defines whether or not a caller can enter an empty queue (no agents) Leave Empty Yes/No: Defines if a caller shall leave a queue if it becomes empty. Goto Voicemail on Timeout Defines where caller is sent if the queue times out (if this is set above) Goto Voicemail on Empty Defines where caller is sent if the queue has not available agents Goto Voicemail DTMF Context Allows a caller to exit a queue and be sent to voicemail by digit entry on phone Goto Elsewhere on Timeout Defines where the caller goes if they timeout, if not a voicemail. Goto Elsewhere on Empty Defines where the caller goes if their are no agents available in the queue , if not a voicemail. Goto Elsewhere on DTMF Context Defines a different destination that caller will be sent to if they digit press on their phone. Goto Elsewhere on NightMode Sends the caller elsewhere if the queue in question is in night mode. See DayNight Schedule and Agent Assignments for additional information. After you make changes in the  Additional CallQueue Settings  click the  Save  button at the bottom. You will see a message stating  Changes Saved.  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 .