Setting up Call Queues

Setting up your agent ring groups

Table of Contents

1. Login to the WebAPP

First, in order to access the Call Queue editor, you will need to log in to the WebAPP. In order to do so, you will need to navigate over to http://app.callpotential.com and login with your administrator credentials. If you have forgotten your credentials, please reach out to support at 877-552-2557.

2. Setup Call Queue

After logging in, click the Home tab, and the Advanced Dashboard sub-tab. Then, under Setup Pages, click "Setup Call Queue".

3. Create New

Once the Call Route Queue editor page loads, click the "Create New" button to create a brand new call queue. If you would like to edit an existing Call Queue, just locate the name of the one you wish to make changes to and click the "edit" link.

4. Assign Agents

After you are into your new Call Queue, you will first want to click the "Assign Agents" link, located just under the page title. This will bring up a list of all your agents, and which ones are currently assigned to the queue. Think of the Call Queue like a ring group: the agents you assign to this ring group will be eligible to receive the call once it rings to that queue. Simply click the Agents name's under "Available Agents" and they will populate into your "Selected Agents" list. Once you are finished adding your agents, you can click the "Assign Agents" link again to close this window.

5. Fill out the Form

You will then want to complete the remaining fields on the form. They are as follows:

Queue Name: The unique identifier of your call queue, used when building your call route
Number of agents to ring: The number of agents you would like a call in the queue to simultaneously ring
Delay between Agent Calls: The time before your agents can receive another call after ending a call
Notify caller of queue status: Checking this box will notify the caller of how many people are ahead of them in the queue
Hold Music: You can use this to upload a ringback tone. Simply click the "Choose File" button and use the uploader to upload your mp3 file

7. Save

After you have filled out all the fields on the Setup Call Queue screen, just scroll to the bottom and click the "Save" button. You have now successfully created your new call queue!