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Call Queues

Call queues in myCloudPBX are a powerful tool to manage incoming calls efficiently. Below is an overview of the key features, configurations, and functionality available for call queues.

Distribution Strategies

Choose how calls are distributed to agents within the queue:

  • Standard - Ring All
    Rings all agents simultaneously.

  • Standard - Ring All (High Volume)
    Rings all agents simultaneously.

  • Advanced - Longest Idle
    Rings the agent who has been idle the longest, considering their tier level.

  • Advanced - Round Robin
    Rings agents in a sequential order and remembers the last agent who received a call.

  • Advacned - Random
    Rings agents in a random order.

Agent Status

Agents have specific statuses that affect their ability to receive queue calls:

  • Logged Out
    The agent cannot receive queue calls.

  • Available
    The agent is ready to receive queue calls.

Caller Experience

  • CallerID Handling
    When a call is in the queue, the caller's CallerID (when available) is not displayed to the agent until the call is answered. As multiple calls can be queued along with multiple agents answering calls, the caller's CallerID is only available once the call is connected to an agent.

  • Announce Position in Queue
    If enabled, the system will announce the caller’s position in the queue. The position announcement is played between the configured chime sounds (if any). You can use:

  • Chime 1: E.g., "Thanks for waiting, you are..."
  • Position announcement by the system
  • Chime 2: E.g., "...in the queue. We will answer your call shortly."

Chime 1 and Chime 2 are optional; you can configure one, both, or none.

Exit Key

The Exit Key feature allows callers to leave the queue and follow another call flow. For example, you can set up an option for the caller to leave a voicemail. Commonly, this is announced in Chime 1 or Chime 2.
Example:
"If you'd prefer to leave a voicemail, press 1 now."

Timeout and Next Activity

  • Timeout
    This is the maximum time a caller can wait in the queue before being redirected. Once the timeout is reached, the system will proceed to the configured "Next Activity."

  • Next Activity
    Define what happens when the timeout is reached. Options include forwarding the call to:

  • An external number
  • Voicemail
  • Other system features

Wrap-Up Time

The Wrap-Up Time is the duration the system waits after an agent completes a call before offering them another call. This helps agents to complete any necessary follow-up actions before answering the next call.

Configuring Call Queues

To set up or modify a call queue, you can adjust the following settings:

  1. Queue Name
    Set a name for the queue (e.g., "Technical Support").

  2. Exit Key
    Select whether callers can exit the queue and follow another call flow.

  3. Timeout
    Specify the maximum time a caller can wait in the queue.

  4. Wrap-Up Time
    Configure how long agents have between calls.

  5. Announce Position in Queue
    Choose whether to inform callers of their queue position.

  6. Chime Sounds
    Upload or select Chime 1 and Chime 2 recordings to enhance the caller's experience.

  7. On-Hold Music
    Set the music callers will hear while waiting.

Example Setup: Technical Support Queue

Below is an example configuration for a typical "Technical Support" queue:

  • Name: Technical Support
  • Exit Key: Press 1 to exit
  • Timeout: 10 minutes
  • Wrap-Up Time: 30 seconds
  • Queue Type: Ring All
  • Announce Position: Yes
  • Chime 1: Recording: "Thanks for waiting, you are..."
  • Chime 2: Recording: "...in the queue. We will answer your call shortly."
  • On-Hold Music: Main Playlist

If you have further questions or need assistance with setting up call queues, please contact our support team.