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Setting Up A Call Queue

Follow this guide to setup a Call Queue:

 

1) Sign in to the portal, click on 'Setup and go to 'Call Queues' then click on 'Create Call Queue'

2a) This will then bring up a page where you will need to set the Call Queue

    See below Image:

2b) Name- Set a name for your call queue this will be the name that will show in the Portal, Call Route, and in the Skype for business Pop up when a call is received through this queue. 

2c) Hold Audio- Select the hold music you would like the customers to hear when they are waiting for their call to be answered in the call Queue. 

2d) Agent Ring Time- Here you will need to set how many seconds you would like a call to ring an agent before it tries another agent if the call is not answered. 

2e) Agent Retry Time- When an agent has not answered or rejected a call you will need to set how many seconds you want between the agent receiving another call. It is strongly recommended that you have a value or at least 3 seconds or the agent that did not answer may get the call again straight away.

2f) Agent Wrap Up Time- Once the agent has completed the call, this will go in to 'wrap up time' to give the agent time to type up notes, prepare for next call etc. You will need to set how many seconds you would like the agent to take in 'wrap up time' before taking another call. 

2g) Queue Fail Over Time- This is when a call is not answered by any agents, you will need to set how many seconds you would like the customer to wait in the queue before it goes to the next action in the call route E.g. Voicemail, Alternative numbers etc.

Below Image shows an example:

3a) The next step on the same page is to select the Agents you want to add in to this call Queue.Only agents that have an Agent licence will show in the drop down menu ,you will need to select the Agents that you are adding to the call queue.

3b) After agents have been selected you will need to choose skill level for each agent. Below describes a bit more on what a skill level is:

A skill level is what priority each agent will answer the calls, so 1 represents the lowest skill level. agents with the highest skill level on a Queue will always receive the calls first when available.

Example below: Demo 001 is set on skill level 2 this will always receive the calls first when available. When Demo 001 is not available the calls will then go through to Polycom Account.

 
 

 

 3c) Once the call queue is created you will need to select 'Create' to save this call queue.Below Image shows what this should look like once created:

   

4a) Once The call queue is created you can now add this on to your call route. To see how to set up a call route please see link below:

https://support.joinvia.com/hc/en-us/articles/217408406-Creating-A-Simple-Call-Route

 5) Each user is required to log themselves in to take the calls, below shows you what options need to be selected to log in and to also change their status.

 

To access the menu, dial the following codes from your Skype for business client or handset. 

 Logging in Menu:

*0 - This will take you to the full menu

Below shows you the direct shortcuts to the menu:

*1- Log In/Log Out to Call Queue

*2- Break 

*3- Busy 

*4- Finish Wrap up (This option is only available when agent is in Wrap Up)

*5- To Extend Wrap up (This option is only available when agent is in Wrap Up)

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