A Queue can be inserted into a Route or Auto Attendant and allows incoming calls to be prioritized in a Queue or "Line" until an available agent can answer the call. Agents can either be Static or Dynamic and you can further customize the strategy for how the Queue handles calls and divides the calls between agents. 

Queues are suitable for call center environments or if you have very high call volume or long call times. 

To add a Queue:

Select Features from the menu, then select Queues.


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Click the + Create New button.


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Queue Settings:


Timing:



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a. Name your Queue. Generally you will want your Queue Name to be something that is descriptive and memorable.


b. Enter the Agent Timeout. This is the number of seconds an agent will be rung before the call passes to the next person. One ring is about 3 seconds.


c. Enter the Member Delay. This is a delay when the agent answers where the caller will still hear hold music before being connected to the agent. This typically will be set to zero as you will want the agent to answer the call immediately. If you set a value higher than zero however, you should communicate this to the agent so they know when the caller will be connected.


d. Enter the Retry Interval in seconds.

Retry Interval is the number of seconds before a call moves along to the next agent. The default value is zero.


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e. Enter the Wrap Up Time. This is the amount of time in seconds before the agent can receive another call. Wrap Up Time allows an agent in a high volume queue to finish what they were doing on the last call without having to answer a new call immediately.


f. Enter the Service Level. Used to calculate how quickly agents answer calls on hold. Measured in Call Reports. 


g. Set Timeout Restart to either On or Off. This restarts the caller timeout counter if agent rejects the call.


h. Enter the Max Duration. Max duration is the maximum amount of time a caller can be in the queue before it times out and fails over to the next step in the route. By default, the value is set to five minutes, but depending on volume, you may want to increase this.


Click the Add Queue button. This will create the Queue and direct you to the next menu to finish editing. If you have already created the queue, select Update Queue to save your changes.


Behavior



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a. Select the Strategy from the drop down menu. Your options are as follows:

  • ringall - Simultaneously ring all agents
  • leastrecent - Rings agent with longest time period since last call
  • fewestcalls - Rings agent with the fewest number of calls for the day
  • random - Randomly rings agents
  • rmemory - Ring agents sequentially starting with the next agent in line after a call has been answered. Previously known as roundrobin. If you choose roundrobin, My FluentCloud changes to rmemory. 
  • linear - Rings agents in order based on Queue Agent List
  • wrandom - Rings agents randomly but uses the agent's penalty as a weight


b. Agent Caller ID Display. You may either keep the caller ID as is, display the dialed number as the caller id, or hide the caller id.


c. Caller ID Prepend. This is helpful if you have agents that are in multiple queues. For example, if an agent is in both the Sales and Support queue, you may find it helpful to prepend incoming calls to the sales queue with SALES. This communicates to the agent that the call is a Sales call.


d. Set Ring In Use to either On or Off. Setting this to On will ring agents that are currently on a call.


e. Confirm Call For External Numbers - if you have a cell phone number added as an agent, this will require a call confirm before connecting the call. 



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f. Mark Calls as Answered Elsewhere - this will let softphone users know that the call was picked up by another agent on the account.


g. Ignore Forwarding Request - if the Agent has their extension set to forward, the request will be ignored and the queue call will go through as normal.


h. Pass Outside Caller ID to External Agent - this will pass the original caller ID to external agents, instead of their FluentStream phone number.


i. Pass Outside Dialed Number to External Agent - this will pass on the dialed number to external agents, instead of the orignial caller Id. 


j. Enter Max Callers In Queue. The default value is 10, but depending on your volume, you may want to increase this number. If the maximum number of callers is exceeded, any additional caller will be directed to the failover destination.


k. Set Join Empty to one of the following:

  • yes - Callers can always join a queue
  • no - Callers cannot join a queue without agents


l. Set Leave When Empty to either On or Off. If set to On it will force your callers to the failover destination if all agents leave the queue before all calls are answered.


m. Set Record Calls to On or Off. If set to On, all calls in the queue will be recorded. If set to Off, no calls in the queue will be recorded, even if the extension is set to always record.


Click the Add/Update Queue to save your changes.


Autopause



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a. Set Enable AutoPause to No, This Queue, or All Queues. Enabling Autopause will autopause agents that miss an incoming call in the queue. This will force the agent to unpause or log back in before they are able to take additional calls. This prevents the busy agent from being pestered by the phone and allows callers to get the shortest call time by only ringing available agents.


b.  Enter the Autopause Delay. Do not autopause queue members if time idle after last call less than this value, in seconds.


c.  Set AutoPause Busy Members to either On or Off. If set to On, this will autopause queue members that miss an incoming call while they are in a busy state.


d. Set AutoPause Unavailable Member to either On or Off. If set to On, this will autopause queue members that miss an incoming call while they are in an unreachable or unavailable state.


Click the Add/Update Queue to save your changes.



Audio/Announcements:



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a. Set the Caller Join Queue Announcement to either None or Custom. The announcement will then be played to the caller when the enter the queue. If you choose Custom, select the announcement you want from the drop down menu.


b. Set the Agent Answer Announcement to either None or Custom. The announcement is played to the agent when a call is answered, but before the caller is connected. This is useful for letting the agent know which queue the caller originated from. If you choose Custom, select the announcement you want from the drop down menu.


c. Set Announcement Frequency to either On or Off. Whether or how often to announce queue position to the caller and estimated hold time. If you set this to on, enter the time frequency in seconds.


d. Set Announce Hold Time to On, Off, or Once.  This will report the estimated hold time to the caller when it rises above 1 minute.  Hold times below one minute will not be reported.


e. Announce Caller Position  - this will let the caller know what place they are in the queue.



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f. Report Hold Time. This will report the exact hold time of the caller to your queue agent so they are aware of how long a caller has been waiting to be connected.


g. Custom Announcements Any recordings that have been uploaded or created in the Web Portal will be shown in this dropdown menu. If you wish to learn how create or upload a new recording, click here. Custom announcements will only play if the standard hold time announcements are disabled.


h. Music on Hold This is the hold music that will play in the queue. 


Click the Add/Update Queue to save your changes.


Static Queue Members:



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a. You can add Available Users (extensions on your account) for static queue members from the left collum with the green arrow.

b. Here you can see Selected Users or the extensions already added as static queue members. 


For more information on Static and Dynamic Agents, please click here.



Queue Failover:


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a. Fail Over Application - where you would like the call to do if the queue is full or no agents are present.

b. Mark Unanswered - If you would like calls that hit the failover to be marked as "Unanswered" for reporting. Otherwise the report will show the call as "Answered".

c. Exit Key - The key the caller will press to reach the Exit Application. The caller will only be aware of what key to press if it is stated in your Announcements recording.

d. Exit Application - The application the call will go to when the Exit Key is pressed .


If you need assistance, please contact FluentStream Support at 303-GO-CLOUD, or 303-462-5683 (opt 2).