Call queues are like virtual waiting rooms for your callers - the incoming calls are routed to a group of agents (a queue) that will answer those calls in a predetermined order.

To get started with queues, create a new Callision Queue by going to Settings > Queues, and pressing the “+ New Queue” button.

  • Queue Info

Pick a name for your queue and click Add Users. Then, drag users from the Users section into the queue’s “Members” section.

There are three main timeout settings for every queue:

    a)   Agent Timeout

The number of seconds an agent’s phone can ring before we consider it a timeout. Set to 0 for unlimited.

    b)   Max Wait Time

The maximum number of seconds a caller can wait in a queue before being pulled out and set to the Failover Destination. Set to 0 for unlimited, but that's not recommended.

    c)    Wrap Up Time

Wrap-up time is the time spent by an agent performing call-related administrative tasks once they have concluded an interaction. No other queue calls will be sent to the agent during that timeframe.

Calls

The Calls section of Queue Settings allows you to:

        a)  Record all calls made to a particular queue
        b)  Change the extension (internal number) of the queue
        c)  Assign one or more phone numbers to the queue so it is directly reachable by             external callers

  • Schedule

The Schedule tab allows you to configure the “active” hours of your queue, sending all calls outside of that time frame to the failover destination. Create a schedule by selecting a time zone, picking the days off, and adjusting the work start and end times either for each individual day or for all of them simultaneously.

  • Routing

The Routing tab settings determine the way your calls are distributed during “active” hours of the queue and where they go outside of business hours (or after the “Max Wait Time” has been reached). The following Ring Strategies are available:

              >   Ring All

Rings all queue members at the same time. Whoever answers first gets the call.

             >   By Points

An agent with the most Points gets the call first. If he fails to answer during the predefined “Agent Timeout” the call will go to the agent with the second most points, and so on. This strategy can be reverted to ascending points by checking the “Reverse” checkbox underneath. The points can be configured in an agent’s settings (“Account Info” tab) or obtained from a third-party CRM or WFO solution using a periodic API call.

             >   Round Robin

Round Robin rings the phones of all queue members sequentially, one by one. The strategy can also be reversed by checking the “Reverse” checkbox underneath.

             >   Custom

The Custom strategy allows you to manually determine the priority of members by assigning them a priority level in the “Queue Info” tab of the Queue Settings. Agents with the higher priority will get calls first unless the “Reverse” checkbox is checked underneath.

            >   Skip agents already on the phone

With this option enabled, no queue calls will be sent to queue members who are on other queue calls at a given moment (does not affect direct calls).

            >   Queue Loop

For strategies that involve lists of users, start from the beginning once the end of the list has been reached.

            >   Failover Destination

If a call comes in outside of the queue schedule, or a caller has been on the line for longer than the “Max Wait Time” period, it will go to the “Failover Destination”. This can be a user, another queue, an IVR, a conference room, or voicemail. The call can also be automatically terminated if you choose so.

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