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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.

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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 queue. It will show Update Queue popup where you can update the queue information.

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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.

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1. Select a user in the list.

   

2. Cick Click button

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

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