What are the call queue settings?
Below is a list of all the call queue settings and their descriptions.
|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.|
|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.|
|Ring Strategy||Determines how calls are distributed to agents in the queue.
|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.
|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.
|Remove callers when queue has no agents — Optional||Removes all callers waiting in the queue when the last agent leaves the queue.|
Before you can enable call recording, your remote storage must be setup.
|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.
|Lists all devices and call flows using the queue. Click on an item name to go to its settings.|