Tutorials: Add Call Queues

Add Call Queues

Under the "Applications" tab, click on "Queues" from the drop down.

Click on the "+ Add Queue" button.

General Settings:

  • Queue Number: Number of IVR
  • Queue Name: Name of Queue
  • Fail Over Destination: Choose where you want this call to go if there are no agents or if it meets a time out

Queue Agents:

  • Static Agents: Agents are assumed to be in the queue all the time.
  • Dynamic Agents: Agents can log in and out of queue.

Timing & Agent Options:

  • Max wait time: Limit the time people can be stuck in the queue.

Capacity Options:

  • Max Callers: Limit amount of callers in the queue.

Caller Announcements:

  • Frequency: Frequency of caller position announcement
  • Announce Position: Let the caller know what position they are in
  • IVR Break Out Menu: Let caller leave queue and enter an IVR
  • Repeat Frequency: Time to repeat IVR break out option

Submit and apply the configuration.