QUEUE DETAILS

The Queue Details tab will allow you to manage the settings for the selected queue.

BASIC SETTINGS

You are able to edit the following basic settings for each queue.

• Give your queue a Name that will allow you to easily identify its purpose.
• You can enter a Caller ID Prefix to be added onto the caller ID name when a call is presented to the agents in this queue. For example, a call which enters the queue with a caller ID of "John Doe" could be changed to something like "Support: John Doe" to help support team members know that it's a direct or forwarded call to the support queue.
• Select the Strategy for the way calls are distributed to queue agents. These strategies are explained below.
• Determine What callers hear while waiting for the call to be answered. You can choose to have them hear:
  • Music Only - If you select this option, you can choose between inherited music that you have selected previously in your system settings, default music, or another music category that you've created.
  • Ringing Only
  • A combination of Music and Ringing, meaning the caller would hear music while all agents are busy, and ringing once an agent is available and the call is being presented to that agent.
• Decide whether to Record Calls. If there aren't other call recording settings already in place for the call flow, you can set them for a specific queue. Record call options are:
  • Force all calls to be recorded without the option to disable recording.
  • Yes enables call recording by default, but another setting in the phone system can override it.
  • On Demand means calls are not recorded by default, but users can start and stop recording during an active call.
  • No disables call recording by default, but another setting in the phone system can enable it.
  • Never disables call recording, so calls cannot be recorded under any circumstances.
• Mark Calls Answered Elsewhere will inform the phones of other agents that a call has been answered by an agent in the queue. Missed calls will not be shown if this is selected.
• How long callers can wait determines the maximum amount of time a caller can wait in a queue before being sent to the failover destination.
• Select the Failover Destination which determines what happens to a call if it is not answered by anyone on the team. There are several options within this dropdown menu.

There are several Strategies the system can use to present a call to agents in the queue.

• Least Recent - Presents a call to the agent who has gone the longest without answering a call.
• Fewest Calls - Presents a call to the agent who has answered the fewest calls from this queue.
• Round Robin - Presents a call to agents in a sequential fashion, starting with a different agent each time. This strategy will pick up where it last left off.
• Round Robin, ordered - Presents a call to agents in a sequential fashion, starting with the first agent in the list each time.
• Linear - Presents a call to agents in the order they joined the queue, starting with the same agent each time. This is most useful with static agents.
• Random - Makes a call hop between the agents without a pre-defined priority to ensure that calls to this queue are (almost) evenly spread.
• Random, weighted - Makes a call hop between the agents without a pre-defined priority to ensure that calls to this queue are (almost) evenly spread. Uses agents penalty as a weighting factor.
• Ring All - Ring all available agents until one answers.

STATIC AGENTS

Static agents are the agents who will always be presented with calls from the queue. They are always logged in and cannot log themselves in and out of the queue. Depending on the call strategy selected, the order of the agents may be considered.

• Select extensions from the drop-down list to add agents to the queue.
• Each agent is also assigned a "penalty", which will determine how calls are prioritized.
  • The default penalty is zero. These agents will receive calls first. Agents with a higher penalty will only receive calls when no lower penalty agents are available.
• In order to prevent calls from ringing their extension, static agents can pause their extension in the queue, put it on DND, or update their custom status.
• To learn more about dynamic agents, see the Automation section, or the Queues page in the Intulse App Walkthrough.

You will also see a message below the Static Agents field alerting you to where this queue is being utilized in your current call flow.

AGENT OPTIONS

These settings apply to each agent servicing the queue.

• Determine How long a call should be presented to an Agent. This is how long an agent's phone will ring before the call moves on to another agent.
• Determine How long the system should wait before retrying an Agent who doesn't answer the call. Choosing No Retry will cause the call to exit the Queue and go to the failover destination as soon as the first attempted agent times-out. Additional agents will not be attempted.
• Agent Wrap-up time determines how long to wait after a call has ended, before sending another call to that agent. This gives them time to finish notes or complete other tasks related to the previous call.
• Select Agent Restrictions that will define what individual extension settings the queue will honor.
  • Call as Dialed will call an extension, honoring any Follow-Me or Call Forward settings for that extension.
  • No Follow-Me or Call Forward will call an extension, ignoring any Follow-Me or Call Forward settings.
  • Extensions Only will also ignore Follow-Me or Call Forward, but will also ignore any external numbers, calling ONLY extensions.
• Select whether to Skip Busy Agents to decide how the queue handles agents already on the phone.
  • No will cause an agent's line to ring, even if their phone is occupied.
  • Yes will skip agents whose lines are occupied, including multi-line phones or those set to call waiting.
  • Yes + Remote Tracking means the queue will track remote agents, including those using Follow-Me. Calls will not be presented to agents who are on another call from any queue.
  • Queue Calls Only means the system will only track an agent's calls in this queue. If they are on a non-queue call, their phone will still be presented with calls from this queue.
• You are also able to select an Agent Announcement System Recording which will be played to the agent prior to being connected to a caller.
• Choose whether to Automatically Pause Agents if they don't answer a call from the Queue. You can choose:
  • Yes, in this Queue only
  • Yes, in all Queues
  • No
• Check the box to Auto Pause on Busy if you want agent devices that report busy to be considered as a missed call and auto pause immediately if the auto pause delay has elapsed since the last completed call.
• Check the box to Auto Pause on Unavailable if you want agent devices that report congestion to be considered as a missed call and auto pause immediately if the auto pause delay has elapsed since the last completed call.
• The Auto Pause Delay is the number of seconds after completing a Queue call where missing another call from the Queue will not auto pause the Agent.

CALLER ANNOUNCEMENTS

There are a few different announcements settings for a queue.

• The Caller Join Announcement System Recording is played to the caller prior to joining the queue. This recording can be created in the Create System Recordings section of the Account Center. Click here for more information about system recordings.
• The Break Out Menu determines whether a caller can access a Voice Menu's dialable entries at any time during their hold. Click here for more information about setting up a Voice Menu.
• Break Out Menu Repeat Frequency determines how often to play the Entry System Recording for the voice menu to the caller. If set to "Never" callers will not hear the Entry System Recording, but can still access the dialable entries of the Voice Menu.

ADVANCED SETTINGS

There are a few more advanced settings available for your queue.

• If you have physical phones and would like them to ring differently for calls coming into this queue, enter brief text for the SIP Alert Info. Then enter the same text in the Inbound Route or device settings to trigger the distinctive ring.
• Set the number of Max Callers waiting in the queue. Additional calls will be sent to the failover destination selected on the Basic settings screen. Set this to zero for unlimited callers.
• There are a few options for whether to Allow Callers to join a queue with no or limited agents.
  • Yes allows callers to join a queue even if there aren't any available agents.
  • Strict only allows callers to join if at least one agent is logged into the queue. Callers can still join if all logged-in agents are currently busy, or their phones are ringing.
  • Ultra Strict only allows callers to join when an agent is available to answer the call immediately.
  • No prevents callers from entering the queue if all agents are logged out, paused, or show an invalid state, such as DND.
  • Loose prevents callers from joinging if all agents are logged out or their devices are in an invalud state, but allows callers to join when agents are paused.
• You also have the following options for when to Eject Callers when there are limited agents.
  • Yes ejects callers if all agents are paused or their devices show an invalid state.
  • Strict ejects callers if all agents are logged out of the queue. However, callers will remain in the queue if agents are currecntly in use or their phones are ringing.
  • Ultra Strict only allows callers to remain in the queue if an agent is available to answer the call immediately.
  • Loose ejects callers if all agents are logged out, or their devices show an invalid state, but callers remain in the queue if there are paused agents who may become available.
  • No means callers will never be ejected based on agent availability. They will only proceed to the failover route once the maximum wait time has expired.

STATISTICS SETTINGS

A variety of data is displayed in the app for each queue, including the number of calls completed, the number of calls lost, the approximate wait time for a caller, the average talk time, and a chart of calls per agent. There are a few settings related to the way statistics are generated for the queue.

• The Target Service Level sets the targeted time frame within which calls should be answered.
• Select how often you would like to have the Statistics Reset and the time of day when they will reset.

Click HERE to learn more about using Queues in the Intulse App.