Phone Queues

Table of Contents

Queue List

Queue is used to manage a group of agent users that will support customers on a specific subject and to route the incoming calls to the available agent(s) in the queue based on the configured Routing Strategy.

QUEUE LIST displays all queues that have been created in your tenant.

On Queue List, you can:

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 line.

   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

3. Edit an existing queue

4. Delete an existing queue

Create a new Phone Line

On Queue List, click “+ Create“ button, it will show the pop-up to add a new queue.

On this pop-up, you need to provide the following information of the queue:

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

2. Owner: select a person who owns the queue.

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”.

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.

After you’re done with required information, you need to click Save to accept. The new queue will be created and displayed on the Queue List.

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#Edit-an-existing-Queue

Edit an existing Queue

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

On this popup, you can update the following information of the queue:

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

2. Owner: select a person who owns the queue.

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”.

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.

6. Queue Members: add or remove members from the queue:

   1. Add a member to the queue: select a user in the list, then click button . The new member will be listed in the below list.

      

   2. Remove a member from the queue: find a member in the list, then click button . The member will be removed from the list.

      

After you’re done with required information, you need to click Save to accept the changes. The changes will be reflected in the Queue List.

Delete an existing Queue

On Queue List, click on Delete button of one queue. It will show a confirmation.

If you’re ok, please click Yes to accept. The queue will disappear from the Queue List.