Queue Settings

Overview

This space is for creating and configuring basic settings for new Queues. There are a handful of required settings, as well as 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

Navigate to the Queue Settings screen from the Navigation Panel. Click the New Queue button.

	Field	Type	Description
Required	Queue	Field	Name of Queue
	Description	Field	Description of Queue
	Strategy	List	How Queue behaves when it calls available Agents

Next choose a Queue name, Description, and Strategy.

Strategy	Description
Randon	Calls agent in a true random fashion.
Round Robin (Login)	Calls Agent in a circular order based on login time.
Linear (Login)	Calls 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 first available agent with the fest 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 the longest (does not factor in other activity).

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 follow;

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.

Deleting a Queue

Navigate to the Queue Settings screen from the Navigation Panel. Find the Queue you wish to delete, highlight it by clicking on it, the click on the red X in the Delete column. A confirmation pop up will appear confirming your selection. If you wish to delete click OK, you will see a message stating Changes Saved, if this is not the entry to wish to delete click Cancel, to return to the screen.