Queues

Queues: Create, Manage & Delete

1. Click the Services tab at the L4 level.

2. Under Call Center, click Queue.

3. Click New Queue.

4. Fill in General Settings (see table below).

5. Configure Ringing Strategy (see table below).

6. Configure Queue Audio & Announcements (see table below).

7. Assign Agents and User Groups.

8. Click Save.

To delete a queue, select it, click Delete, and confirm.

General Settings

Field	Details
Name	Unique name for the queue
Caller ID Prefix	Original Caller ID / Custom Text Only / Custom Text + Original Caller ID / None
Queue Timeout	Minutes before routing to After Timeout
After Timeout	Destination when timeout expires (may prompt additional dropdown)
Can Callers Join Empty?	Yes (join if no agents) / No (route to After Timeout if empty)
Max Call Paths	Yes (specify max & overflow routing) / No (use all available; busy if none)

Ringing Strategy

Field	Details
Ring Strategy	Ring All / Least Recent / Fewest Calls / Random / Round Robin
Ring Each Agent	Seconds to ring before moving to the next agent
Agent on a Call	Ring Agent (even on personal call) or Do Not Ring Agent
Wrap-up Time	Seconds between calls after finishing a queue call (0 allowed)

Queue Audio & Announcements

Field	Details
Play Periodic Announcements	Yes: select Announcement Audio (mailbox greeting) and Interval (s)
Caller Press 0 to Exit	Yes: specify routing destination for 0

Agents: Add & Remove

1. Click Agents under Call Center.

2. Create: Click New Agent, enter Agent ID (1–5 digits) and Name, then Save.

3. Delete: Click an Agent ID or Edit, then Delete on the detail screen.

Reason Codes: Configure Pause Reasons

1. Click Reason Codes under Call Center.

2. Enter text for Reason Code 1–9.

3. Click Save.

Tally Codes: Configure Call Categories

1. Click Tally Codes under Call Center.

2. Enter names/descriptions for Tally Code 0–9.

3. Click Save.