Cloud PBX Guide: Working with Call Queues

Cloud PBX Guide: Working with Call Queues

Contents

Overview        1

Adding Call Queues        2

Editing Call Queues        3

Adding/Editing Basic Call Queue Settings Table        4

Adding/Editing Pre-Queue Option Settings Table        5

Adding/Editing In-Queue Option Settings Table        6

Deleting Call Queues        7

Adding Music on Hold to a Queue        8

Working with Agents        9

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 Overview

Call queues are a “waiting line” commonly used for support and sales groups. Callers receive music on hold while waiting for the next available agent.

All call queue tasks are performed from the Call Queues page. To display this page, click the Call Queues icon on the menu bar:

The following figure shows an example of the Call Queues page. The “refresh” button  at the top-right side of the page refreshes the information on the page.

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Adding Call Queues

1. From the “Call Queues” page, click the “Add Call Queue” button. The Add a Call Queue pop-up window will appear, with the “Basic” tab displayed.

2. Complete the fields. (See “Adding/Editing Basic Call Queue Settings” table.)
3. For “Type”, if you clicked “Park”, click “Save” to complete this procedure. Otherwise, click “Next” to display the “Pre Queue Options” tab and proceed to the next step.

4. Complete the fields. (See “Adding/Editing Pre-Queue Option Settings” table.)
5. Click “Next”. The “In Queue Options” tab will appear.

6. Complete the fields. (See “Adding/Editing In-Queue Option Settings” table.)
7. Click “Add”.

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Editing Call Queues

1. From the “Call Queues” page, either:

• Click a name
• OR
• Hover over a name, and then click the “pencil” icon at the far right of the Auto Attendants page. For example:

      Either step displays the Edit pop-up window similar to the following:

2. Complete the fields. (See “Adding/Editing Basic Call Queue Settings” table.)
3. For “Type”, if you clicked “Park”, click “Save” to complete this procedure. Otherwise, click “Next” to display the “Pre Queue Options” tab and proceed to the next step.

4. Complete the fields. (See “Adding/Editing Pre-Queue Option Settings” table.)
5. Click “Next”. The “In Queue Options” tab will appear.

6. Complete the fields. (See “Adding/Editing In-Queue Option Settings” table.)
7. Click “Add”.

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Adding/Editing Basic Call Queue Settings Table

 

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Adding/Editing Pre-Queue Option Settings Table

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Adding/Editing In-Queue Option Settings Table

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Deleting Call Queues

1. From the “Call Queues” page, hover over the call queue, and then click the “X” icon at the far right of the row. A confirmation prompt will appear.
2. Click “Yes” to delete the call queue, or “No” to retain it.

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Adding Music on Hold to a Queue

1. From the “Call Queues” page, hover over the call queue, and then click the “music” icon  at the far right of the row. The “Music On Hold” page appears.

2. Click the “Add Music” button. The Add Music pop-up window will appear.

3. Complete the following fields:

4. Click “Upload”.
5. After the file is uploaded, you can play it on your computer by clicking the “play” icon  to the left of the file on the “Music On Hold” page.

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Working with Agents

1. From the “Call Queues” page, hover over the call queue, and then click the “people” icon  at the far right of the row.

      An Edit Agents pop-up window similar to the following will appear:

2. To add an agent:

• Click the “Add Agent” button. The following settings will appear:

• Complete the fields. (See “Adding/Editing Agent Settings” table.)
• Click “Save”. The color-coded status of the new agent will be displayed as follows:
  • Green = available
  • Gray = offline
  • Red = on a call
• Click “Done”.

3. To edit agent settings:

• Hover over an agent, and then click the “pencil” icon at the far right of the window. Settings similar to the following will appear:

• Complete the fields. (See “Adding/Editing Agent Settings” table.)
• Click “Save”. The color-coded status of the new agent will be displayed as follows:
  • Green = available
  • Gray = offline
  • Red = on a call
• Click “Done”.

4. To delete an agent:

• Hover over an agent, and then click the “X” icon  at the far right of the window.
• When a confirmation prompt appears, click “Yes” to delete the agent or “No” to retain it.

5. When you finish working within the pop-up window, click “Done”.

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