This article is about Call Queues in Switchvox version 7.3 or later.
IMPORTANT: The Advanced settings for Call Queues may not be available for your Switchvox. Switchvox premises must have active Subscriptions to use the Advanced features. The Advanced features are available to Switchvox Cloud customers upon request; please open a Support Request for access and configuration assistance.
Call Queue Extension
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.
To manage your call queues, navigate to Tools > Call Queues in the Admin web suite. On this page, you can see all of your queues, and your queue members. You can create, modify, prioritize, and delete queues.
Queue Members
This is a view of each of your queue members. You can see which queues the member is in, information about each queue, and about the person's membership in the queue.
Queue Priorities
If you have queues that are set to Advanced, you can create groups of queues that have a higher priority over other queues. If the Advanced features are not available for your Switchvox, then all of your queues will have the same priority. Queues that are set to Standard cannot be moved from the lowest priority group.
A member of multiple queues will receive a caller from the queue
In the highest priority-group.
With the earliest arrival time in any of the queues in that priority-group.
That means that if a priority queue is busy, members may not get lower-priority calls at all. A queue member who wants to get calls from a lower priority queue should log out of the higher priority queue. Pausing from a priority queue does not cause the member to get lower-priority calls.
A Call Queue
A Call Queue page includes these tabs:
Queue Information and Members
Caller Experience
Virtual Queue
In Queue Call Routing
Permissions
Queue Information and Members (tab)
Queue Setup. The Queue Setup settings determine the basic information about this queue.
Queue Type. Make this an Advanced queue to use the advanced set of queue features. This may not be available for your Switchvox, depending on the Switchvox product you are using.
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:
Ring All. Ring all queue members simultaneously until someone answers (30 members maximum).
Round Robin. Take turns ringing each queue member evenly as calls come into the queue.
Least Recently Called. Ring the queue member for whom the most time has passed since taking his last call.
Fewest Calls. Ring queue member who has taken the fewest calls in the queue.
Random. Randomly ring queue members.
In Order. Ring queue members in order, always starting with the first member in the list.
Queue Members. Queue Members are extensions that can log into the queue and receive calls from the queue. Only Main phone extensions are valid queue members. Permanent members are permanently logged in, so they always receive calls to the queue. This collector box lets you find and collect extensions or groups that belong in this queue.
To put an extension or group into the collection:
As you type a name or extension number into the text field, Switchvox offers suggestions of matching extensions.
Find icon displays the extensions available in Switchvox. You can sort this view by the column headers. If you are working with phone-type extensions, you can expand the window to show an extension's profile.
To mark an extension or group as Permanent or Login, select them and click the appropriate icon.
The order of members in the list is important. For example, if Round Robin is the ring strategy, it calls the member in the first position, then the second, and so on. If In Order is the ring strategy, it always tries to call the members in order, starting with the first member. If you have an extension group in the queue, the group's order is used. Any non-phone extensions in a group are ignored.
To put items in the right order, select the items you want to move, then click the Up, Top, Down, or Bottom button.
To select multiple items in the collection:
Control-click to select two or more items that aren't together in order.
Click an item, and then Shift-click another item to select both items and all items between them.
To delete an item from the collection, select it and click the Delete icon.
An extension is only saved once in a queue. If you put an extension in the member lists multiple times (e.g., as a single extension and as part of a Group, or you put it in primary and secondary), the extension is only saved once, in its highest position in order.
Queue Member Settings. These settings determine how queue members behave in the queue.
Seconds to Ring Each Member. This is the maximum number of seconds a queue member’s phone can ring before the system stops ringing that member. There are some issues to keep in mind:
If a queue member has a call rule that answers sooner than this setting, the call rule is applied. For example, if a queue member has a call rule that sends the call to voicemail after two rings, and this setting is five, the call goes to that member’s voicemail and not to the next member of the queue.
Some phones may stop ringing and give up after some number of seconds or rings. If this setting is a large value (above 60), and you notice the phones stop before that number of seconds, you might want to try to change your phone to increase this limit.
Seconds to Wait Between Members. This is the number of seconds to wait after ringing a member, and before ringing the next member. NOTE: If you set this to a low number and have a large Ring all queue, or a queue in which no one is logged in, there is potential for system performance issues because the system keeps trying to find someone to answer the queue call. Unless you have a specific reason for doing so, leave this value at the default of 5.
Seconds for Wrap Up. This is the minimum amount of time (in seconds), after disconnecting a queue call, before the member can receive a new call from any queue. For example, if this is set to 10, an member's phone will not ring again with a queue call for at least 10 seconds after completing a call from that queue. (The member must be on a call that came from a queue with a wrap up time defined.)
Pickup Announcement. This is the selected language and a sound file to play when a queue member answers a queue call. After this sound is played, the queue member is connected to the caller. This sound lets the queue member know that the call is from a queue. You can customize the pickup announcement for each queue, to let the members know which queue the call is from. 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 the pickup announcement for this queue, select that language.
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."
Acknowledge Call. Yes indicates members must press 1 to accept the call. If the member hangs up without pressing 1, then the call goes to the next appropriate queue member.
Auto Log Off After Missed Calls. This setting controls when members are automatically logged out of this queue. (Permanent queue members can never be logged out.)
If a member misses more calls in a row (from this queue) than the number in this setting, they are automatically logged out of this queue. Calls will not ring this member until he or she logs in again.
If you do not want members to be logged out automatically, set this to 0 (zero).
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.
NOTE: Your phone must be able to support multiple simultaneous calls for this feature to work properly.
Advanced Settings
Enable Global Arrival time. A caller’s earliest arrival time in any queue can be used to determine their place in line, instead of their arrival time in the current queue. That way, if a caller is passed between queues, they don't have to wait as long.
Virtual waiting time is included in the global arrival time.
Queue call control Move to top and Assign always override arrival time.
Queue logs, stats, and announcements operate separately for each queue.
Even if a caller passes through queues that don’t respect the global arrival time (a standard queue, or an advanced queue with global arrival off), global arrival is respected for an advanced queue that has global arrival YES.
Queue call routing does not consider global arrival time.
Autofill. When enabled, the queue will serve multiple queue calls at the same time. This powerful feature introduced in version 7.8 reduces caller wait time, and improves the productivity of your queue members. Queue Autofill works intelligently with all Ringing Strategies. Enabling Autofill is recommended in most every use case.
For example, with a queue configured for Round Robin and no Autofill, currently Switchvox will only serve Thomas Miller’s call (illustrated below). First, Maria will be rung. Then, if she does not answer, Raymond will be attempted. Then Beth and finally Jack, before trying Maria again. Whomever answers, they are connected to Thomas, and only then is the next caller (Mark Baker) being served.
The same scenario with Queue Autofill enabled results in multiple calls being served simultaneously. All four callers (Thomas, Mark, Amira and Amy) are ringing the four available queue members. All four calls can be answered at the exact same time, as soon as they arrive in the queue with an available agent.
Notes regarding Queue Autofill:
Ring All will work with Autofill, but is not recommended. Scenarios in which Ring All was used prior to the introduction of Autofill may now be best served by enabling Autofill and selecting an alternative Ring Strategy.
When used with Ring All, queue members will not know the specific caller that they are being served. Their phone will present the name of the queue that is ringing them. They will be informed of the caller's name and number once they answer the phone and are connected to the next caller in the queue. This is because the queue is configured to serve multiple callers to multiple queue members, and the queue member that answers first will be connected to the longest waiting caller. Which queue member will answer first cannot be known. This may affect ring hints.
When using the Virtual Queue option (described below) with the Caller Waits Callback option, Switchvox still only handles one Callback at a time. If there are additional live callers waiting, they will be served by Autofill, assuming there are additional available queue members to take those calls.
Autofill cannot be enabled on a queue also configured for Ring All, with Virtual Queue Callbacks where the Member Waits option is set. One of these four options will need to be altered to create a viable queue configuration.
Secondary Members
You can indicate secondary members, as permanent or log-in. If you are using secondary members, define when they act as primary: when there are no primary members logged in and there are no permanent primary members; when a caller has been waiting too long; or when there are too many callers.
You can use any or all 3 of the criteria, and if any are true, then the Secondary members are added to the queue and are rung according to the same ring strategy with the primary members.
Virtual Queue (tab)
Use a virtual queue so that callers do not have to wait on hold, and will get a call back when it is their turn in the queue. Generally, virtual callers are still considered to be waiting for their turn to speak to someone. But virtual callers are handled differently for the purposes of In Queue Call Routing (see that section for details).
NOTE: In the Caller Experience tab, you must select Queue Callers Hear Music On Hold. If you select Ringing, callers will not hear the offer of a call back.
Offer Callback Position. When a caller is at this position in the queue, offer a call-back. The caller is prompted to enter a 10-digit number, and record their name. Although you can set this as low as 1 or 2 (first or second in line), it could be a confusing experience for your caller if they're quickly answered by a queue member instead of going through the call-back process.
Member Waits. When a virtual caller is sent to a member, the member answers and then Switchvox then rings the caller's call-back number. If the caller doesn't answer, the member can leave a message. The queue will not attempt the callback again. In Member Waits mode, the customer's experience is considered more valuable, and their position in the queue is respected.
Caller Waits. When a virtual caller is first in line in the queue, Switchvox reaches out to get the caller back on the call and waiting on hold. The caller is then first in line, and sent to the next available member. If the caller does not answer the callback, you can indicate how long to wait before trying the callback number again, and how many additional times to try the callback number. If Max Call Back Attempts is 0, after the initial callback attempt the caller is removed from the queue and no more callback attempts are made. In Caller Waits mode, queue members' time is considered more valuable than the customer's, and calls waiting on hold may pass to queue members ahead of virtual calls that Switchvox is attempting to bring back into the queue.When and how often that might happen is dependent on the timing of when members become available and how long it takes to retrieve a virtual caller.
Caller ID. When the queue places the call to the callback number in the queue, this caller ID will be used.
Callback Dial Prefix. When the queue places the call to the callback number, indicate how to dial a 10-digit call. For example, you might enter 91.
Callback Outgoing Call Rules. Indicate the outgoing call rules the queue is allowed to use when dialing the callback number. Ensure that the callback dial prefix you use matches these outgoing call rules.
Sounds. These sounds are used to offer a call back, collect a callback number and recorded name, let a queue member know that a callback is being attempted, and to reach out to the caller in the callback.
Caller Experience (tab)
The Caller Experience settings offer options for what happens when a caller is waiting in the queue.
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, and callers will not get an offer for a call back.
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 based on 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. Virtual queue callers are not considered to be 'waiting' in the queue, for the purposes of queue call routing.
Values entered in the boxes define queue call routing.
If an on-hold 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 are no permanent members (primary or secondary), or all members are logged out, route all on-hold callers and all incoming callers 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 on-hold 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. This setting is useful for the In Order ringing 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)
For each extension in the list, the permissions determine which Switchboard widgets the extension can use:
My Queues (see your own queues, your stats, and lets you log in, log out, and pause your queues)
Overview (see queue stats for all members, and members' status)
Queue Member Activity (see what calls members are on)
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 they are 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.