...

1. See the list of queues that are available for your call center. Each queue has these information:

   1. Name: Short name of the queue.

   2. Description: Description of the phone linequeue.

   3. Owner: Person name who owns the queue.

   4. Created Date: Date and time that the queue is created.

   5. Updated Date: Date and time that the queue is updated.

2. Create a new queue: see https://seamlessinsure.atlassian.net/wiki/spaces/SHC/pages/30146768/Phone+Queues#Create-a-new-Queue

3. Edit an existing queue: see https://seamlessinsure.atlassian.net/wiki/spaces/SHC/pages/30146768/Phone+Queues#Edit-an-existing-Queue

4. Delete an existing queue: see https://seamlessinsure.atlassian.net/wiki/spaces/SHC/pages/30146768/Phone+Queues#Delete-an-existing-Queue

...

1. Name: Short name of the queue (required).

2. Owner: select a person who owns the queue (required).

3. Description: Description of the queue (optional).

4. Strategy: select the routing strategy (required)

   1. Simultaneous: incoming calls will be routed to all queue-connected and Available-status agents simultaneously. All agents will see the incoming call ringing popup. If any agent picks up the call, the others will be hanged up.

   2. Round Robin: incoming calls will be routed to the first queue-connected and Available-status agent that is currently idle. If that agent does not answer, the call will be hanged up after the configured “Phone call standard ring time” (see https://seamlessinsure.atlassian.net/wiki/spaces/SHC/pages/8296541/Telephony+Settings#General-Settings).

5. Wrap-Up Time (Minutes): number of minutes used for wrap-up task (required). This configuration tells the system how long the status “Wrap-Up” will be set automatically to an agent after a call is ended. During Wrap-Up time, calls will be not routed to an agent. After this period of time, agent status will be reset to “Available” and calls can be routed to an agent.

...

Now, you need to open the newly-create queue to add members in. See https://seamlessinsure.atlassian.net/wiki/spaces/SHC/pages/30146768/Phone+Queues#EditQueues#Manage-anQueue-existing-QueueMembers

Edit an existing Queue

On Queue List, click on Edit button of one phone linequeue. It will show Update Queue popup where you can update the queue information.

...

1. Name: Short name of the queue (required).

2. Owner: select a person who owns the queue (required).

3. Description: Description of the queue (optional).

4. Strategy: select the routing strategy (required)

   1. Simultaneous: incoming calls will be routed to all queue-connected and Available-status agents simultaneously. All agents will see the incoming call ringing popup. If any agent picks up the call, the others will be hanged up.

   2. Round Robin: incoming calls will be routed to the first queue-connected and Available-status agent that is currently idle. If that agent does not answer, the call will be hanged up after the configured “Phone call standard ring time” (see https://seamlessinsure.atlassian.net/wiki/spaces/SHC/pages/8296541/Telephony+Settings#General-Settings).

5. Wrap-Up Time (Minutes): number of minutes used for wrap-up task (required). This configuration tells the system how long the status “Wrap-Up” will be set automatically to an agent after a call is ended. During Wrap-Up time, calls will be not routed to an agent. After this period of time, agent status will be reset to “Available” and calls can be routed to an agent.

...

1. Select a user in the list.

   

2. Cick Click button

3. The new member will be listed in the below list.

...