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 in as an Administrator to access the Settings icon and create call queues.
Access
(A) Settings icon - Click to access all available administrative settings.
- (B) Contact Center Configuration - Click to access all available Contact Center settings.
- (C) Call Queues - Configure Contact Center will open by default. Click to access the New Call Queue window.
- (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 character but cannot be the same as a previously used queue and cannot 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 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 hold music with a repeated announcement indicating what number the caller is in the queue.
(J) Assign Agents dropdown - Click the dropdown to assign Agents to the queue currently being worked on.
(K) Upload hold music - There are 2 ways to upload new hold music. You may click and drag an Mp3 audio file into the window 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.
(M) Save - This becomes clickable once changes have been made. Click to save changes made to the call queue.
