How to create a Call Queue

If a line is busy, a Call Queue can answer immediately with a welcome message before passing to the target. When all lines are busy, callers are held in a queue until the line becomes free. Music or marketing messages can be played in the queue.

Open your call plan and select the Call Queue feature.

This will open the box below:

You will need to add all targets for your queue options first by naming the target and the number. Select Add a new target for each target needed.

Next you need to set the details of the queue.

All of the options have question marks (?) besides them to explain what they mean and what you use them for, but each box will need to be completed to work for your personal configuration as follows: 

  • Ring duration = the number of seconds it will ring at the destination number when free. 
  • Timeout = the number of seconds the caller will remain in the queue in total for. If not answered within this timeframe then the call will move to the next section of the call plan. 
  • Call to Pass = This is the physical amount of calls your destination number can answer at any one time. 
  • Max calls in Queue = this is the total amount of callers you want to be able to sit in the queue. For example, if this is set to 10, then the 11th caller will not sit in the queue and instead go to the next part of the plan. 
  • Queue Music Type = select the type of music you would like callers to hear when in the queue. 
  • Outdial type = this is what the caller hears when the destination target is free, and they are being put through to you. 
  • Apology mode = this is used to play a message to the caller when they are sat in the queue. It can be a personalised sales message, apology message or you can select the mode that plays the caller their queue position. 
  • Apology Interval = this is the number of seconds in between each apology message being played.  

Once you have set the configuration of the queue, scroll down to the next section called Audio Settings

Audios can be personalised by uploading your own - click on Select besides the different audio options to upload an audio recording: 

Any audio that you have uploaded will appear in the list of File Names.  To add a new audio file, either click to upload from your computer or drag and drop. Once the new audio has uploaded it will appear in the list. 

If you do not add any personalised audios then the network generic audios will play. 

To allocate an audio file to your queue option click Select beside the file you require, and the audio name will appear beside the queue option you selected, then Save.  

This will create 2 routes for your call plan: 

If the queue is full or the call has timed out, you need to tell the plan what to do under the GREEN arrow – this can be anything i.e. voicemail or an audio apologising due to current high call volumes.  Simply click to add technology and add the appropriate feature to build your call plan. 

The caller also has an option to press # at any time to drop out of the queue so you will now need to tell the plan what to do with queue dropout – this is the right-hand branch. This would usually be a voicemail or a call back request. Simply click to add technology and build your call plan. 

Don’t forget to SAVE the overall plan once you are finished to active the changes.