Call Queue Reference Guide

Introduction

Call Queues are offered as an add-on to the Business phone service to give customers better
control over how incoming calls are handled. 

When a call is directed to a Call Queue it will be answered as soon as a participating user (agent) is free to take it. The queue works on a First In, First Out (FiFo) basis so that the callers that have waited the longest are answered first when an agent becomes free. 

The setup and configuration of a call queue includes:

• Purchasing a Call Queue license.
• Create a Group and assign users to it (agents).
• Designate the Group as a Call Queue.

Account configuration

Purchase Call Queue licenses:
To unlock call queues, account administrators have to add licenses via the Shopping menu:

SHOPPING > CALL QUEUE LICENCES

A call queue of a capacity of 6 callers on hold is offered via the Shopping menu.

Contact our Support team if you need a larger Call Queue.

Note: If need less than 6 capacity, you can limit the amount of callers in the group settings.

A Call Queue with capacity X can hold X callers. If the queue is full, the next call (X+1) presented
to this queue will automatically be redirected to the associated Group’s voice mailbox.

Create a Group and assign users (agents) to it

A Call Queue is a special type of Group that behaves like a queue when calls are presented to it.
If you have not already created a Group to be used as a Call Queue you need to do so next.
Once you have the Group created, select users (agents) that will answer the incoming calls on
this call queue.

CLOUD PBX > GROUPS > MY_GROUP > USER_GROUP > SELECT USERS

Next, customize the group as needed.

CLOUD PBX > GROUPS > MY_GROUP > VOICEMAIL

Note: If you do not specify a Voicemail mailbox of a specific user or a specific email address
then the group's voicemail will be used.

Designate the Group as a Call Queue

In the User Group form, select the Call distribution type Call queue, and if needed, set a limit on the amount of callers that be on hold in the queue.

If the Call queue drop-down option is greyed out, it means that you need another license.

Inbound call routing

To be reachable by outside callers, the queue must be linked to a DID or used in an Automated
Attendant or Schedule. 

Linking the queue to a DID number is done via the Inbound Calls Handling form:

CLOUD PBX > INBOUND CALLS HANDLING

To include the queue in an Automated Attendant, assign the associated Group to one of the
Functions available.

To include the queue in a Schedule, specify the associated Group as a target.

Remove licenses

To remove existing Call Queue licenses, you must:
1. Modify the Groups using the current licenses so they no longer use Call queue as the
Call distribution type. You may also remove the Group if no longer needed.
2. Remove licenses in Shopping > Call queue licenses
3. Apply changes

Below is an example of how to remove all Call Queue licenses

Repeat if you have any other Groups using Call Queue Licenses.

Then go to Shopping - Call Queue Licenses, and reduce decrease the licenses, click Continue after.

Platform-wide timers

Only default timers are currently available.

• The maximum waiting time for callers (at the end of the timer they will be sent to
  voicemail): 10 minutes
• How long an agent's set will ring before switching to another set: 10 seconds
• Delay before sending another call to an agent that just hang-up : 15 seconds
• Delay before trying another agent after a timeout (no-answer): 1 second
• Announcements during the on-hold music will be played every 60 seconds

Functions available to queue agents

Queue agents have to dial a code on their device :

Call (queue) logs in the portal

On the web portal, call queue logs can be viewed in Usage > Call Queues