Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
You must be signed into the Web Client as an Administrator to access the Settings icon and create call queues.
Access
(A) Settings - Click to access all your available administrative settings.
- (B) Contact Center Configuration - Click to access all the available Contact Center settings.
- (C) Call Queues - The Configure Contact Center page will open by default. Click to access your list of call queues.
- (D) New Call Queue - Click to create a new call queue and edit its settings.
Create a New Call Queue
(E) Title - Enter the name of the new call queue. This name will appear in lists and dropdowns. The queue name can include any type of character but Create a name that is descriptive enough to help you identify which Agents should be placed in it when you are adding new or editing current users. The name can only include letters and numbers in its name. It also cannot be the same as a previously used queue and cannot or be blank.
(F) Number of agents to ring - Indicate how many Agents the call will ring at the same time.
(G) Delay between agent calls - Indicate how long a call should be delayed in before going to the next Agent in the call route if unanswered by the previous Agent.
(H) Hold Music - If you've previously uploaded hold music, you can use click this dropdown to select from your those files.
(I) Notify caller of queue status - This will replace the your hold music with a repeated announcement indicating what number the caller is in the queue.
(J) Assign Agents - Click the dropdown to select from your list of Agents and assign them to the queue you are currently working on.
(K) Upload (new) hold music - There are 2 ways to upload new hold music. You may click and drag an Mp3 audio file into the window here or click the window to access your computer’s file system.
(L) Save - This becomes enabled once you've made all your edits. Click to save the changes you made to the call queue.
