In Queue Options

The In-Queue Options tab, shown below, allows you to manage how calls are handled after they meet all Pre-Queue criteria and enter the queue. The settings available in this tab will vary depending on the selected ring type.

Queue Ring Timeout

Queue Timeout is the time limit a call can remain in the queue before being forwarded to the destination specified in Forward if unanswered or to the queue’s voicemail. Dragging the blue bar to the right increases the timeout in 5-second increments. Moving it all the way to the right sets it to unlimited, keeping the call in the queue until someone answers or the call disconnects.

Agent Ring Timeout

Agent Ring Timeout allows you to configure how long each agent in the queue phone will ring before moving onto the next agent. This option will not display if the call type of the queue is Ring All.

Logout Agent on Missed Call

The Logout agent on missed call option will log an agent out of the queue if a call from the queue goes unanswered.

Enabling Voicemail

Enabling Voicemail will create a voicemail box for the queue and allow callers to leave a voicemail if no Forward if unanswered has been set.

Forward if Unanswered

Forward if unanswered option allows you to enter a destination for calls that are not answered. This could be another user’s extension number or another phone number.