Creating a Call Queue


Last Updated: 07/14/2017 Back to Topic All Articles

Call queues work when you need to route to multiple agents, have those agents on different schedule, or want to automatically assign an agent to the call.

Click here to follow our built-in guide for call queue setup.

Go to Numbers > Call Queues

Numbers > Call Queues

You will want have already created agents and schedules.  Select “Add Call Queue” Button

Add Call Queue

  • General

Once you’ve selected Add Call Queue, you will use the following steps to set up your call queue.
Name: Name your queue. If you have multiple queues and need to make a change, it is easy to find again.
Description: Optional field to add additional content identifying the queue name
Play message to callers:  What callers will hear when they enter this new queue.  US Ringback Tone is the default and can be replaced with other content.
Tag call: Tag will appear in the call log. -> Save Changes as you build your call queue.
Tag call

  • Waiting: Message you can add while callers wait for an agent to field the call.

Add Waiting Message

  • Routing

Allow Transfers: Allows agents to transfer calls to the queue

Allow Transfers

Schedule: Call route to this queue during the scheduled hours

Set schedule

Distribute calls to agents: How would you like calls to filter to your agents.  Simultaneous will ring all agents at the same time.  Round Robin will balance calls evenly between available agents.

Distribute calls to agents

Seconds per agent: How much time do you want to give agents to take the call before trying the next agent in this call queue.
Toggle: Keep ringing agents until answered
Toggle: Global limit-based routing
Toggle: First in First out

Set seconds per agent

Save Changes as you build your call queue

  • Connecting:

Caller ID to show agents: What number to display to agents, caller ID or tracking number.

Caller ID to show agents

Toggle: Do you want to force the caller ID / Ignore restricted number?
Toggle: Prompt agent to accept the call and play a message to the agent before connecting the caller.
Toggle: Detect if agent’s voicemail answers before routing to the agent

Detect if agent's voicemail answers

Save Changes as you build your call queue

  • Connected: After a caller has been connected to an agent

Toggle: Beep for call – Plays a tone the caller will hear when the call connects to an agent
Toggle: Beep for agent – Plays a tone the agent will hear when the call connects to the caller
Toggle: Will hang up the call with the agent presses ‘*’ (Star key)
Toggle: Will hang up the other agents immediately – If the agent misses the call they will hear the “Missed caller message” defined below.

After connection settings

Save Changes as you build your call queue

  • No Answer: How do you want to route the call if no agent is available to take the call?

Toggle: Bypass queue if not agents available (e.g. fast no answer).  If all agents are busy you Immediately route the call based on the criteria defined…
Seconds to answer: How much time to allow before following the no answer routing.
Route when no agent is available:  You have many options.
Hang up the call
Send the call to a voice menu defined in Voice Menus (IVR)
Smart Router
Dial Number – Point the call to a different phone number.
Call Queue – Send the call to a different queue.

Bypass queue if not agents available

  • Post Call Survey – Here you can collect information about the call, was it a sale?  Or you can send the caller to a voice menu to leave details about their call.  It’s recommended that you use either the agent post call OR the caller post

Agent: Hang up the agent and the call will end there
Agent: Direct the agent to a voice menu (IVR) to leave additional information
Agent: Direct the agent to another number to collect additional information
Agent: Direct the agent to a Call Queue
Agent: Prompt the agent to determine if a sale was made
Post call settings

Caller: Hang up the caller
Caller: Direct the caller to a voice menu to collect additional information
Save Changes as you build your call queue

  • Numbers – Choose the tracking numbers to route directly to this call queue

Edit assigned numbers

  • Agents – Select the agents to field calls sent to this call queue.

Edit assigned agents

 Save Changes as you build your call queue


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