Pre Queue Options

If you select any other ring type than Call Park the Pre Queue Options tab will appear as seen below. The Pre Queue Options are a set of conditions that must be met before a caller is put in a queue.

There are various pre queue options including:

Require Agents

Enabling Require Agents will configure the queue so agents must be signed in or the call will be forwarded to the Forward if unavailable destination.

Require Intro Music on Hold

Setting Require intro MOH (Music on Hold) will play the first recording in the Music on Hold directory of the queue to the caller when they enter the queue.

Max expected Wait

Max Expected Wait lets you set a maximum hold time for callers. If a new caller enters the queue and the expected wait exceeds this limit, the call will be forwarded to the destination specified in the “Forward if unavailable” field.

Max Queue Length

Allows you to set a cap of how many callers the queue can have waiting at one time. If a Max Queue Length is set and a caller attempts to join the queue, it will forward them to the destination entered in the Forward if unavailable field.

Allow Callback Option

The Allow Callback options allow for callers entering the queue to save their place in the queue and receive a call from the system when an agent is available.

Forward if Unavailable

The Forward if unavailable field forwards calls to the destination entered if the queue has reached it’s expected max wait or the max queue length limit has been reached. Clicking next will take you to the In Queue Options tab.