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Click on Create Extension (first photo). From the Extension Type drop-down menu, select Call Queue, then click Create Extension (second photo).
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Seconds to Ring Each Member- the maximum time a queue member's phone may ring before Switchvox stops ringing that member's phone and moves the to next member.
Seconds Between Members- the maximum number of seconds a queue member's phone may ring before Switchvox begins ringing the next member in the queue.
Seconds for Wrap Up- the minimum amount of time after disconnecting a call before the agent may receive a new call from the queue.
Pickup Announcement- alerts a member that the call they just answered was from a queue. After the prompt plays, the member is then connected to the call.
Acknowledged Call- requires members to press 'One' to accept a call. If a member hangs up without pressing 'One', then the call goes to the next member.
Auto Log Off After Missed Calls- controls when login members are automatically logged out of this queue.
Receive Calls While On a Call- This setting allows members to receive calls when they're already on a call.
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Note: You do not have to save your changes until you have gone through all of the tabs.
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Allows you to configure the settings for what happens when a caller is waiting in the queue, as well as what they will hear.
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Now that all of the queue configuration information has been entered, click Save Call Queue.
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Note: if you designated any extensions as login members, you may create an extension for the members to log in and out of the queue, or they may use the Switchboard to log in and out. Reference the Switchboard training module to see how queue members may use the Switchboard Widgets to log in and out of the queues. |
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If you prefer separate extensions for logging in and out, then you will need to create an Agent Log Out Extension. To do so, go to Set Up -> Extensions -> Manage. Click Create Extension, and from the Extension Type drop-down menu, select 'Agent Log Out', then click Create Extension.
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Note: Agent Log Out Extensions are create the same way as Agent Log In Extensions, they only have two of setting options: Require Password to Log Out and Affect Virtual Extension Login/Logout Status. |
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