How to setup a basic call queue

The Queue Setup settings determine the basic information about this queue.

Start by logging into /admin and then go to Tools > Call Queues
Click on Create Queue
1. Queue Extension: Enter a unique number for this extension. For information about the extension-number length, see Extension Settings.
2. Queue Name: Enter the name of the queue (e.g., Sales or Customer Service).
3. Ringing Strategy
  1. Select one of the following strategies:
  2. Ring All. Ring all queue members simultaneously until someone answers.
  3. Round Robin. Take turns ringing each queue member evenly as calls come into the queue.
  4. Least Recently Called. Ring the queue member for whom the most time has passed since taking his last call.
  5. Fewest Calls. Ring queue member who has taken the fewest calls in the queue.
  6. Random. Randomly ring queue members.
  7. In Order. Ring queue members in order, always starting with the first member in the list.
4. Call Queue "Best Practices":
  1. Use Extension Groups as Queue members whenever you can.
    Extension Groups help you manage many areas of Switchvox, and this is one of them. When you have a new employee, you can simply put him or her into the right extension group, then rest assured that they are now part of the right queues, receiving the appropriate group voicemails, etc.
  2. Be sure your caller experience and call routing settings are appropriate for your call volume.
    You don't want your customers getting frustrated with you, so make sure your queues are doing everything they can to reassure callers and help them quickly reach a live person.
  3. Use Music on Hold for custom messaging.
    You can record your own MoH for each queue, so you can make the queue fun, provide important information, or even provide calming influences!