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What are the call queue settings?

Below is a list of all the call queue settings and their descriptions.

General

Table 1. Extension
Setting Description
Extension Number A unique three to six-digit number that makes the queue dialable.
Name The name used to identify the queue in the admin portal.
Omit from Directory — Optional Removes the queue from all internal directories.
Omit from Auto Attendant Extension Dialing — Optional Removes the queue from auto attendant extension dialing.
Table 2. Agents Logged Into Queue
Setting Description
Manage Agents Adds and removes agents in the queue. The list is updated as agents log in and out from their phones. Click on a line name to go to its settings.

Queue Behavior

Table 3. Agent Settings
Setting Description
Ring Strategy Determines how calls are distributed to agents in the queue.
  • Ring All: Rings all available agents.
    Note: If you set the queue to ring all agents, a contact that has been handled by one agent in the queue will be represented as a missed contact in the history report for the other agents in that queue.
  • Round Robin: Distributes calls in the order in which agents logged in to the queue.
  • Least Recent: Sends the call to an agent who has not received a call for the longest time.
  • Fewest Calls: Sends the call to an agent who has taken the fewest number of calls.
  • Random: Selects the next agent randomly.
Pre-Call Announcement — Optional Plays a sound clip to agents in the queue before they are connected with the caller. This announcement is useful when agents are logged in to multiple queues.
Report Caller Hold Time — Optional Announces how long the caller has been waiting in the queue to the agent answering the call.
Connection Delay — Optional Inserts a delay between the time an agent answers the call and the time the agent is connected to the caller.
Connect Timeout — Optional Controls how long an agent’s phone rings before choosing a new agent to receive the call.
Retry Wait Time — Optional Controls how long to wait from the time an agent connection timeout (see above) occurs before trying the next agent.
Wrap Up Time — Optional Gives agents to have a few moments of downtime after finishing a call before taking another call.
Ring In Use — Optional Notifies agents of additional incoming calls even if they are already on a call.
Forwarding — Optional Controls how calls to the queue are handled when an agent has call forwarding enabled on their phone.
  • Follow Device Forwards: Any incoming calls to the queue will be automatically routed to the agent's forwarding destination, preventing other agents from answering the call.
  • Ignore Forwarded Devices: Direct calls to the queue will ignore any call forwarding; direct calls to agents will still be forwarded.
Table 4. Caller Settings
Setting Description
Weight — Optional Prioritizes how calls are distributed to an agent that is logged in to multiple queues at once. The calls in the queue with the higher weight are sent to the agent before the calls from lower-weighted queues.
Max. Callers — Optional Controls the maximum number of callers that are waiting in the queue at once. Set it to 0 to allow unlimited calls (recommended).
While waiting in queue, callers will hear — Optional Controls whether callers hear ringing or hold music while waiting for an agent to answer. Callers will still hear hold music when placed on hold regardless.
Position Announcement Frequency — Optional Controls how often a caller is notified of his or her position in the queue. Set this to 0 to disable this announcement.
Position Announcement Rounding — Optional Controls the level of precision with which callers are told their approximate wait time. A 0 value means that only minutes are announced. Values of 5, 10, 30, etc. announce the time rounded to the nearest 5, 10, 30, etc. seconds.
Periodic Announcement Message — Optional Plays a message to callers waiting in the queue periodically.
Periodic Announcement Frequency — Optional Controls how often the periodic announcement plays to callers waiting in the queue. Set this to 0 to disable the periodic announcements.
Say Hold Time — Optional Controls whether the estimated hold time is included with the periodic announcements. Choosing Once includes the hold time with the first announcement only.
Allow new callers into empty queue — Optional Controls how callers are handled when no agents are available in the queue.
  • Permit: Allows new callers even when no agents are present.
  • Deny: Routes callers to the next step in the dial plan when no agents are present.
  • Deny Strict: Rejects new callers when no agents are available, not just when none are present.
Remove callers when queue has no agents — Optional Removes all callers waiting in the queue when the last agent leaves the queue.

Recording

Before you can enable call recording, your remote storage must be setup.

Table 5. Call Recording
Setting Description
Record Queue Call — Optional Enables recording of all incoming calls to this queue. Recordings will be saved to your remote storage.
Note: If call recording is enabled system-wide or on a phone number as well as on a queue, multiple copies of the call will be recorded. The queue will generate a recording that excludes the hold music, where the other recordings will include the hold music.
Call Recording Format — Optional Defines the file format for recordings.
  • .wav49: Smaller file size (default, recommended).
  • .wav: Larger file size, more compatible with mobile devices.

Usage

Description
Lists all devices and call flows using the queue. Click on an item name to go to its settings.