Welcome! How can we help?



Call Queues


11 Articles

Enabling Operator Mode in Queues

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.

Agent Reminder Setup

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.

Troubleshooting Schedules

It can be helpful to think of schedules as an “if/then” rule that creates forking paths for your call route.  If you have a call that routes from a tracking number to a queue of agents, applying a schedule to the tracking number creates a forking path that either routes to the queue (during the schedule’s hours) or to an alternate path, such as a voicemail (when the schedule is not active).

Queue No Answer Routing

This article covers detailed queue settings information.  We recommend you start by following the instructions in this article before proceeding.  The options in the No Answer section of queue settings determine what happens to calls that are not answered by the agents assigned to the queue. By default, calls are terminated if no agents answer within

Queue Connection Options

This article covers detailed queue settings information.  We recommend you start by following the instructions in this article before proceeding.  The Connecting and Connected sections give options for handling how agents are connected to calls for this queue, including agent prompts, connection beeps, and hangup settings.   Caller ID Use the drop-down menu to select what Caller ID

Queue Routing Options

This article covers detailed queue settings information.  We recommend you start by following the instructions in this article before proceeding.  The Routing section offers a number of settings you can use to determine how calls are distributed to the agents assigned to the queue, when the queue is available, and what to do when the queue

Calls Per Second (CPS)

Calls Per Second (or CPS) refers to how many simultaneous connections can be created in a second using CallTrackingMetrics routing.

Queues

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.

Agent Routing

Agent routing allows you to choose how we should call each agent, or how calls should be distributed to agents.



Support Hours

Monday – Thursday

7:30am – 7:30pm, EST

Friday

7:30am – 5:30pm, EST


X