How To Set Up The Call Queue

How to set up the call queue

From the homepage of the Call Queues app, select the Settings button at the button of the screen. This will bring you directly to the Call Queues settings page*.

Manage Users and Groups for Call Answering

To edit or add users, click the Add/Edit button under the “Manage users and groups for call answering” heading.

Add a user by typing their name into the “Add a user or group” box. Delete a user by clicking on the trash icon.

When serial routing is used, incoming calls will ring users in the order they are listed below. To change a user’s place in the list, click on the symbol to the left of the user’s avatar and drag them to rearrange.

Call Handling and Routing

To allow people to opt out of taking calls, turn on the “Allow people to opt out of taking calls” toggle under the “Call handling and routing” heading.

To enable presence-based routing* to present calls to people who are available and opted into the queue, turn on the “Presence-based routing” toggle under the “Call handling and routing” heading (if presence-based routing is disabled, it won’t be possible to select the longest idle routing method).

*Presence-based routing must be enabled in order to barge, whisper, or takeover calls.

Selecting a routing method:

Use the “Choose a routing method” dropdown menu to choose one of the following routing methods: attendant routing, serial routing, round robin, or longest idle. Definitions of each of the routing methods are below.

 

*You can also navigate to this page by clicking the ‘…’ next to your avatar (picture/initials) in the upper right corner of the screen, clicking on Settings, clicking on Calls in the lefthand navigation menu, and selecting the call queue you wish to configure at the top of your screen.