A call queue is a waiting line, often used for sales and support teams. Callers hear music on hold until the next agent is free.
Add a call queue
- In the Office Manager view, click Call Queues, then Add Call Queue.
- On the Basic tab, fill in:
- Name and Extension, and optionally Department and Site
-
Type – how calls are handed out:
- Round-robin (longest idle) – to the agent who's been free the longest
- Tiered Round-robin – to available agents in levels
- Ring All – rings all available agents at once
- Linear Hunt – to agents in a set order
- Linear Cascade – to groups of agents in a set order
- Call Park – holds callers until an agent picks them up (click Save and you're done)
- Click Next for Pre Queue Options:
- Require agents – Yes or No
- Require Intro MOH – makes callers hear the whole intro message first. Good for notices like "Calls may be recorded."
- Max Expected Wait and Max Queue Length – limits for waiting
- Allow Callback option – callers can leave their number, hang up, keep their place in line, and get a call back
- Forward if unavailable – where calls go if they can't join the queue
- Click Next for In Queue Options:
- Queue Ring Timeout – how long a caller waits before the call moves on
- Agent Ring Timeout – how long each agent rings. Keep this shorter than the queue timeout.
- Logout agent on missed call – Yes or No
- Forward if Unanswered – where calls go if no one answers in time
- Voicemail – if no one answers and there's no forward set, callers are asked whether to keep waiting or leave a voicemail
- Click Add.
Edit or delete a queue
- Edit: click the queue's name, make changes, and save.
- Delete: hover over it, click the delete icon on the far right, then click Yes.
Music on hold for a queue
Hover over the queue and click its music on hold icon. See "Managing company music on hold."
Need a hand? Call UnaDial support at 833-651-DIAL (833-651-3425) or email support@unadial.com.