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Queues |
Queues place incoming callers into a waiting area to be answered by the next available member. Queues are great tools for sales, support and service departments when there is more than one person accepting calls. Queues are configured with outside phones numbers and can be personalized with custom recordings.
Creating a Queue
Components of a Queue
- Name
- Announcement
- Hold Music
- Maximum Hold Time
- Caller ID to Show Members
- Members of the Queue
- Ring Time to Queue Members
Using a Queue
Creating a Queue
Add a Queue
Select the Queues option from the navigation bar.
To add a new queue, select the Add New Queue button.
Begin completing the various components of your Queue. Information on each of these items can be found below.
Components of a Queue
Name
Give your queue a nickname to help you identify it when configuring your system. The nickname will be held internally within your account and will not be displayed to your callers.
Announcement
The Queue Announcement is the initial audio callers hear when sent to the queue. Your Queue Announcement will need to be created before your Queue can be created.
Select the drop down menu to select your Queue Announcement. To preview your greeting, select the Play button on the player to the right.
Hold Music
While ringing to the members of your Queue, your callers will hear hold music rather than ringing. Select the hold music callers will hear when waiting to be connected.
To preview the hold music, press the Play button on the player to the right.
For more details on creating your own Music/Message on Hold, please reference the Greetings User Guide.
Maximum Hold Time
After a caller has been on hold for this maximum hold time set, they will be forwarded to the voicemail box you select if no answer from a Member in your Queue.
First, select the amount of minutes to leave your callers on hold. This is the total amount of time the system will ring each Queue Member.
Select the extension to leave a voicemail message if no answer from a member on your queue.
Caller ID to Show Members
This setting will determine what number members of this queue will see on their caller ID when a call arrives at their phone from the Queue.
Caller’s ID will display the callers ID on your receiving device.
Called Number will display the phone number that the caller dialed.
Members of the Queue
Queue Members are persons who will be assigned to this queue. Enter the 10-digit phone number of your Queue Member in the field(s) provided.
By default, queues use a Round Robin Memory strategy – When a called is received it will ring one member and continue with all others in a circular fashion until it is answered. The next call remembers which member was last and starts with the next.
To add new members, click the “Add Another Number” button. Only 1 phone number per field allowed.
Note: Changes made may take up to 5 minutes to take effect.
Ring Time to Queue Members
The Ring Time to Queue Members will determine how many seconds the system will ring each Member.
For example, selecting 5 seconds will ring each Queue Member for this amount of time in a Round Robin fashion. Each Queue Member will ring for 5 seconds for your entire selected Maximum Hold Time, as described in the Maximum Hold Time section above.
The connection between the Maximum Hold Time and the time to ring each queue member shown below:
Using a Queue
Editing a Queue
To edit an existing Queue, select the Queues section from the navigation bar.
Select the Edit button to the right of your existing Queue.
The Edit Queue page will display.
Adding New Members
To add new members to your existing queue, select the Add Another Number button within the Members of the Queue section.
Delete a Member
To delete an existing Queue Member, select the trash can icon to the right of the member to remove.
Can’t find your answer? Check out the Queue FAQ’s section for more information.