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The purpose of this guide is to explain how system administrators can create new call queues. A call queue is simply a group of Agents that are grouped together for a common purpose such as sales or service focused or grouped by what language they speak. Agents specializing in these different areas can be assigned to specific queues so when calls get presented to this group of Agents, they are better equipped to help the caller.
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 CallPotential's web version as an Administrator to access
Settings
and create call queues.
Access
(A) Settings icon - Click Click to access all your available administrative settings.
(B) Contact Center Configuration - Click to access all the available Contact Center settings.
(C)
CallQueues - The Configure Contact Center tab will open by default. Click to access
the New Call Queue windowyour list of queues.
(D) New
CallQueue - Click to create a new call queue and edit its settings.
Click here to learn how to edit existing call queues.
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 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 left 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 going to the next Agent in the call route if unanswered by the previous Agent.
(H) Hold music dropdown - You can select from the client’s previously uploaded hold music files, if available.
(I) Notify caller of queue status checkbox - This will replace the Queue Type - The system defaults to Calls. Leave this selected when creating a call queue.
(G) Hold Music - If you've previously uploaded hold music, you can click this dropdown to select from those files.
(H) Notify Caller of Queue Status - Checking this box will replace your hold music with a repeated announcement indicating what number the caller is in the queue.
(JI) Assign Agentsdropdown - Click the dropdown to assign Agents select from your list of Agents and assign them to the queue you are currently being worked working on.
(KJ) Upload hold music(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) Cancel - Clicking will exit you from the New Call Queue pop-up window and discard any changes made.(MK) Save - This becomes clickable once changes have been madeenabled once you've made all your edits. Click to save the changes you made to the call queue.
