Page Comparison

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A Call Queue extension lets an incoming call ring a group of extensions so that any one of those extensions can pick up the call. It displays the Create Call Queue page with four tabs:

• Queue Information and Members

• Caller Experience

• In Queue Call Routing

• Permissions ​

Queue Information and Members (tab)

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Queue Setup. The Queue Setup settings determine the basic information about this queue.
Queue Extension. Enter a unique number for this extension. For information about the extension-number length, see “Settings."
Queue Name. Enter the name of the queue (e.g., Sales or Customer Service).
Ringing Strategy. Select one of the following strategies:

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Receive calls while on a call.Yes indicates that you want this to be true. By default, queues do not ring members who are already on a call.

Caller Experience (tab)

The Caller Experience settings offer options for what happens when a caller is waiting in the queue.

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Queue Callers Hear. Indicates whether callers should hear ringing or Music On Hold while they are waiting in the queue. If you select Ringing, then Music On Hold and Announcements options are not available.
Music On Hold Group. Indicates the Music On Hold Group you want to play for callers waiting in this queue.
Announce Position in Queue. If Yes, the caller hears an announcement when they enter the queue, and the announcement says what the caller’s position is in the queue. The announcement is repeated depending on the Announcement Frequency setting. If No, the caller hears Music on Hold with no position announcement.
Announce Estimated Hold Time in Position Announcements If Yes, the caller hears an estimated hold time along with his position in the queue. The estimated hold time is derived from how many other calls are in the queue and the average time it took to answer previous calls.
Announcement Frequency. This is the number of seconds between announcements.

Manage Queue Announcements

There are various announcement sounds that are played to the caller when he or she is waiting in a queue. All of these sounds can be customized for this queue. Each announcement listed here has a description, and a sound-file dropdown to select the sound that plays when this announcement is triggered.
The sound-file dropdown automatically lists all of the sound files in the Sound Manager’s Call Queue folder. For more information, see “Sound Manager.” 
The following selections are available for announcements:

• Language: Plays all announcements from sound files of this language. To use the language that has been set for this current call, select Use call language. If you are only using one language in Switchvox, use this setting. To use a specific language for these announcements in this queue, select that language.

• You are next: The call is now first in line and will be answered by the next available representative.

• Caller Number: This announces to the caller what numeric place he/she has in the answer queue.

• Calls waiting: Waiting to speak to a representative.

• Hold time: Announces to the caller the current estimated hold time.

• Minutes: Minutes

• Thank you. Issues this message: Thank you for your patience

In Queue Call Routing (tab)

The In Queue Call Routing settings determine any alternative call routing.

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• If a caller has been waiting in the queue for [] seconds, route the caller to extension [], enter a number of seconds, and the extension. If this is left blank, callers remain in the queue indefinitely.

• If there aren't any members logged into the queue, route all incoming queue calls to extension [], enter an extension. If this is left blank, callers are kept waiting in the queue until a queue member logs in. (Members who are Paused are considered Logged In.)

• If there are [] unanswered calls in the queue, route all new incoming queue calls to extension [], enter a number and an extension. If this is left blank, there can be any numbers of callers waiting in the queue.

• If a queue call has passed through the Ringing Strategy [] times without being answered then route that call to extension [], enter a number and an extension. If this is left blank, callers remain in the queue indefinitely. The effect of this setting depends on the Ringing Strategy. For example, if the Ringing Strategy is Ring All, then the call rings all queue members and that is considered one pass through the strategy. If the Ringing Strategy is Round Robin, then the call rings each queue member, and once all queue members have been tried, that is considered one pass through the strategy.

• While in a queue allow caller to dial a 0 to be routed to extension [], enter an extension if you want this to be true. Note: Click the People icon to select from a list of available extensions.

Permissions (tab)

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• Sets the permission level for extensions to display this queue in the Queue Panel on their Switchboard.

• Adds extensions or extension groups with one of the following permission levels:

• Allow My Status: Lets the extension open this queue panel and display his call information for today.

• Allow Overview: Lets the extension open this queue panel and display his call information for today, and an overview of all the queue information for today.

• Allow Detailed View: Lets the extension open this queue panel and display his call information for today, an overview of all the queue information for today, and the members and callers in the queue.

• Allow Call Control: Lets the extension use Switchboard Widgets to

  • Move a waiting call to the top of the queue, giving it priority.

  • Assign a specific member (including user him/herself) to a waiting call, so that the call goes directly to that member as soon as he or she is available.

  • Answer a waiting call, taking it out the queue. This can be used by a non-member, or a member who is not logged in, but it's important to note that this action removes the call from the queue's data.

  • Log any queue member Out of the queue.