At the end of this article, you will be able to configure the queue object within your call flow in your PBX tab. Should you need any assistance, feel free to contact our support department.
Configuring a call queue
The call queue object feature places incoming calls in-line to be answered while users are either handling other calls or unavailable. Various endpoints such as; Users, SIP Devices, External numbers and Microsoft Teams accounts can be added to the queue. To configure, login to your customer portal and click on the PBX tab. Select the queue from the toolbox menu on the left-hand side and drag and drop the object onto the main configuration screen. Next, click on the setting icon.
Enter your preferred name and internal number in general settings. Add your endpoints such as; Users, or External numbers to ring in this queue. There are additional customised features to maximise your configuration. For example, call confirm requests you to press 1 to accept a call to stop an external voicemail service answering the call, the announcement feature plays a recording prior to the inbound number entering the queue, music on hold and maximum wait time.
Call queue usages
Take for example the below scenario. This organisation are experiencing high-demand calls during the holiday season. In the office, there are 3 users working Monday - Friday answering their customers' calls. A call queue object was configured when callers dial the organisations' main number to assist the users by placing inbound calls on hold while they assist other callers. All 3 users were added to the call queue in a ring all scenario so as soon as a user was free any callers waiting in the queue would be transferred through. Whilst in the queue, the caller would be listening to advertisement music and customer announcements.
As shown below, the call queue is set to ring all devices at the same time for 30 seconds until one of the users pick up the call. A timeout of 10 minutes has been enabled to control the maximum wait time in the queue. If the call times out, they will be redirected to voicemail.
The below scenario shows a configuration for a "nested queue". Taking the example below, if a customer calls to support or sales, the call queue is set to ring all devices at the same time until the call times out. Once it happens, to prevent losing the customers' calls, a nested queue object has been placed after the support and sales queues, which will ring all users at the same time. Finally, If the call times out again, they will be redirected to voicemail.
Watch this in action
The video below will show you a visual representation of the areas covered throughout this knowledge base guide.