Queue Administration

You need the administrator role to create new queues, change queue settings and add/remove queue members.

1. Navigate to the administrator page from the main menu, and select Queues

How to create a queue:

1. Click the plus sign
2. Enter the name of the queue
3. Press “Save”.

As a user, you can easily log in, and out of the queues you are a member of. This can be done from the mobile app, the web page (under My Profile) or a Personal switchboard. A user can also have access to log other users in and out of queues (the user then needs the access right called “Log other users in and out of queue”, which is controlled via the “Role administration” by an administrator.

• Click on the queue you want to log members in and out of (see the illustration below)
• Toggle switch to log members in and out (see the illustration below)

To access queue settings (“6” in the illustration above) click on the Members dropdown and select parameters

• In this context, the Service Level is the number of seconds waiting time in queue. The colour of the call will change from green to red on the Switchboard when the service level time is reached. This limit is also used in Statistics, Dashboard and Wallboard.
• Add Wrap-up time in seconds to add a pause between queue calls
• Allow members to extend the wrap-up time
• Hide a queue from the switchboard if needed
• Disable queue history so that earlier calls into this queue cannot be seen on the switchboard

Queues are an essential part of the IVR visual main number call flow. Using drag and drop, the same queue can have different settings depending on where it is used in the call flow.

How to get started with queue settings:

1. Click the main menu in the upper left corner ☰.
2. Click Administration.
3. Select the Telephony Setup tab.
4. Click Visual Admin tab.
5. Press the button Click to open Visual Admin.
6. Click the cog wheel of the queue element you wish to edit. This will open the queue settings. Or if you haven’t added the queue element, add it through drag-and-drop from the right-hand menu, and then click the cog wheel.

Configuration options

For each queue element in the call flow the following configurations are possible:

• Display name: The name that will be visible in the softphone and other SIP and IP recipients when receiving calls from this queue element.
• Change display number: Change the presentation number on calls to the queue’s member. You may choose one of the three options:
  • Override presentation number: Display one of the company main numbers instead of the caller’s number.
  • Add prefix: Add up to two digits that will be displayed in front of the caller’s number.
  • Add suffix: Add up to two digits that will be displayed after the caller’s number.
• Call duration per person (in seconds): How long should the queue attempt to call a member before switching to the next member in the queue.
• Call duration in total (in seconds): How long should a caller stay in the queue before exiting and continuing in IVR (the call flow), to e.g. callback, sound file, another queue, etc.
• Priority: If you use the same queue in different spots or IVRs this can be used to prioritize calls from one queue-element over another. 9 being the highest priority, 0 being the lowest.
• Waiting music: Determine if the caller in the queue should hear music or a dial tone:
  • With “No waiting music” selected only a normal dial tone is played for calls waiting in the queue.
  • “Always waiting music”, only music is played.
  • “Waiting for music in queue” caller get queue music in the queue, but a dial tone when trying to distribute the call to queue members.
• Music category: If waiting music is chosen, you can pick what genre of music should be played. You can choose between “Calm” or “Upbeat”.
• Call method: Define how calls should be assigned to agents in the current queue.
  
  • Round Robin: Calls are assigned to the agent with longest idle time. If Agent 1 does not answer, the call will be assigned to the next available agent in the the queue. If agents have different priorities the call will always be assigned to agents with priority 0 first. If no agents with priority 0 are available the call will be assigned to agents with priority 1. So priority 0 being the highest, and 9 being the lowest.
  • Ring all: Calls are assigned to all agents simultaneously, regardless of priority.
  • Ring all priority #1: Calls are assigned to all agents with the same priority and will then be assigned to agents with next priority.
  • Ring all priority #2: Escalating incoming calls. First all with priority 0, then 0 and 1, then 0,1 and 2 ending up with all available agents being called. So priority 0 being the highest, and 9 being the lowest.
  • Ring all Call Waiting: Calls are assigned to all agents simultaneously, regardless of priority or if they are busy in another call. If devices do not have call waiting enabled they will silently ignore the assigned queue call.
• Exit in case of queue: If Yes; and if all queue agents are busy, new calls are forwarded to the next element in the IVR. If the next step in the IVR is not defined, new calls are hung up.
• Allow empty queue: If Yes, it will ring in the queue even if no agents are logged in. If no, calls will proceed to next defined element in the IVR.
• Queue message: Queue message that is played back for callers waiting in the queue.
• Announce position after message: If yes; a voice prompt announces the caller’s position in queue, only the number (e.g., “5”). It is intended to follow a custom pre-recorded message such as “We are currently busy, you are number…” to ensure a natural flow. This feature works only when used in combination with the standard queue message audio prompt.
• Queue message frequency: Define the number of seconds between each time the audio message defined above is played.
• Add missed calls automatically to manual callback: This will only happen when user hangs up in queue, not when an element times out and next element is activated