How to Setup Call Queues - Basics

Guide to Mastering Call Queues: A Comprehensive Guide to Setup and Management

Call queues are a “waiting line” commonly used for support and sales groups. Callers receive music on hold while waiting for the next available agent.

Topics:

1. Displaying the Call Queues Page
2. Adding Call Queues
3. Editing Call Queues
4. Deleting Call Queues
5. Adding Music On Hold Files
6. Working with Agents

Displaying the Call Queues Page

All call queue tasks are performed from the Call Queues page. To display this page, click the Call Queues icon on the menu bar.

The following figure shows an example of the Call Queues page. The button at the top-right side of the page refreshes the information on the page

From the Call Queues page, you can:

1. Add call queues.
2. Edit call queues.
3. Delete call queues.
4. Edit Music on Hold settings.
5. Work with agents associated with call queues.

Adding Call Queues

To add call queues:

1. From the Call Queues page, click the Add Call Queue button. The Add a Call Queue pop-up window appears, with the Basic tab displayed.
2. Complete the fields (see Table 1-1 below).
3. For Type, if you clicked Park, click Save to complete this procedure. Otherwise, click Next to display the Pre Queue Options tab and proceed to the next step.
4. Complete the fields (see Table ‎ 1-2 further below).
5. Click Next. The In Queue Options tab appears.
6. Complete the fields (see Table ‎ 1-3 further below).
7. Click Add.

Table 1-1. Adding/Editing Basic Call Queue Settings

 

Table ‎1-2. Adding/Editing Pre-Queue Option Settings

Table ‎1-3. Adding/Editing In-Queue Option Settings

Editing Call Queues

There might be times when you need to edit Call Queues. For example, you might want to change basic, pre-queue, or in-queue options.

1. From the Call Queues page, either:
   – Click a name
   OR
   – Hover over a name, and then click the edit icon at the far right of the Call Queues page.
   Either step displays the Edit pop-up window.
2. Perform the procedure starting with step 2 under “Adding Call Queues."

Deleting Call Queues

If you no longer need a call queue, you can delete it from the system.

1. From the Call Queues page, hover over the call queue, and then click the delete icon at the far right of the row. A confirmation prompt appears.
2. Click Yes to delete the call queue or No to retain it.

 

Adding Music on Hold to a Queue

The Call Queues page allows you to add Music on Hold for call queues.

1. From the Call Queues page, hover over the call queue, and then click the add icon at the far right of the row. The Music On Hold page appears.
2. Proceed to “Adding Music On Hold Files."

Working with Agents

The Call Queues page allows you to add, edit, and delete agents for call queues.

1. From the Call Queues page, hover over the call queue, and then click the edit icon at the far right of the row.
   An Edit Agents pop-up window will appear.
2. To add an agent:
   i. Click the Add Agent button. The following settings appear.
   ii. Complete the fields (see Table ‎ 1-4 below).
   iii. Click Save. The color-coded status of the new agent is displayed:
   – Green = available
   – Gray = offline
   – Red = on a call
   iv. Click Done.
3. To edit agent settings:
   i. Hover over an agent, and then click the edit icon at the far right of the window.
   ii. Complete the fields (see Table ‎ 1-4 below).
   iii. Click Save. The color-coded status of the new agent is displayed:
   – Green = available
   – Gray = offline
   – Red = on a call
4. To delete an agent:

i. Hover over an agent, and then click the delete icon at the far right of the window.
ii. When a confirmation prompt appears, click Yes to delete the agent or No to retain it.
iii. When you finish working within the pop-up window, click Done.

Table ‎ 1-4. Adding/Editing Agent Settings