Adding a Call Queue – Basic Tab

To add a Call Queue to the domain, click the “Add Call Queue” button. You will be taken to the Add a Call Queue window as shown below:

Within the basic tab on the “Add a Call Queue” window, you will be prompted to enter information such as the name you would like to give your queue, extension number, department name and site name.

Note: The extension number cannot be changed once the queue is created.

Below those options you will be able to choose the Ring Type, which controls how the call is sent to specific devices. There are six ring types:

Round-Robin

Routes callers to the available agent that has been idle the longest so the agents that has not received a call in the longest amount of time will receive the call.

Tiered Round-Robin

Tiered Round Robin routes calls to agents in prioritized tiers, starting with Tier 1 and only moving to the next tier if no one in the current tier answers.

Ring All

Simultaneously rings all available extensions in the queue. First agent that answers gets connected with the caller.

Linear Hunt

Linear Hunt calls agents in a predefined order. The order is defined when editing the queues agents after the queue has been created.

Linear Cascade

Linear Cascade routes calls to groups of available agents in a predefined order. The order is defined when editing the queues agents after the queue has been created.

Call Park

Call Park allows users to place a caller on hold at a designated extension, where the call can then be retrieved by the person who parked it or by any other user on the system. When Call Park is selected, Pre-Queue Options and In-Queue Options are not displayed, and you will not see settings for assigning a direct-dial phone number, recording calls, or collecting call statistics.