Only a manager can create and configure a queue.
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- Log in as Administrator (manager) (Fig. 1)
Fig.1. Log in as Administrator
- Go to the [Queue Settings] section and click [Create New Queue] to create a queue (Fig.2):
Fig.2. Creating a new queue
- A form with settings for a new queue will be opened. The required fields must be filled out: [Queue Name] and [Routing Strategy] (Fig. 3).
Fig. 3. Filling out the required fields
The queue name must be not longer than 36 characters.
The default value for the strategy is [Random] - when a customer calls, the call is transferred to a random available agent from the list of assigned agents (except agents with "Away status" and on the call at the moment).
It can be changed to one of three other options (Fig. 4):
Fig.4. Strategy options
[Ring all] - when a customer calls, the call is sent to all available agents (except agents with "Away" status and on the call at the moment).[Round Robin] - when a customer calls, the call is transferred to the first available agent (except agents with "Away" status and on the call at the moment), if the agent does not take the call within the agent calling period, the call is transferred to the next available agent.
[Most Idle] - when a customer calls, the call is transferred to the available agent, who’s been waiting for a call the longest.
- Click [Save] to create the queue (Fig. 5).
Fig. 5. Saving a new queue
Edit queue
- Click [Edit] in the [Queue Settings] section to edit an existing queue (Fig. 6):
Fig. 6. Editing an existing queue from the Queue Settings section
Or go to the [Queues] section and click the [Edit queue] icon for the specific queue (Fig. 7):
Fig. 7. Editing an existing queue from the Queues section
Editing process
In addition to name and strategy, you can set the priority for the queue (Fig. 8):
Fig. 8. Setting up the Queue Priority
The [Queue Priority] can be set in the range from 0 to 100. It affects call distribution for agents logged in from multiple queues (agents receive calls from higher priority queues first). Queues are also sorted in the order of priority on the manager's dashboard (the higher priority is higher in the queues list).
[Queue Extension] - here you can specify a four-digit number, which you can use to call the queue directly (Fig. 9):
Fig. 9. Setting up the Queue Extension
Then you can upload a new mp3 file (or choose one of the files you have uploaded in your Kazoo account) that will be played as on-hold music in the queue (Fig. 10):
Fig. 10. Uploading or choosing the mp3 file that will be played as on-hold music in the queue
You can do the same for the [Voice Prompt] for agents (Fig .11):
Fig. 11. Uploading or choosing the mp3 file for the [Voice Prompt] for agents
[Max Wait Time] setting (Fig. 12) - the maximum client's waiting time in the queue before an agent answers the call or the call is escalated. The value of this setting must be >0:Note These tooltips will appear for most settings when you hover over the (i) icon.
Fig. 12. Setting up the Max Wait Time
If the call waiting time exceeds the set value, the call will be escalated according to the action specified in the next setting - [Wait Time Exceeded] (Fig. 13).
Possible action options:
[Terminate the call] - when the waiting time is over, the call is rejected.
[VoiceMail] - the call is redirected to the specified voicemail box.
[Another queue] - the call is redirected to the specified queue (Fig. 14).
[Call flow] - the call is redirected to the specified call flow.
[User] - the call is redirected to the specified user.
Fig. 13. Setting up an action for the Waiting Time Exceeded
The number of waiting calls in the queue can be limited (Fig. 15):
Fig.15. Limiting the number of waiting calls in the queue
Once the number of waiting calls in a queue exceeds the value set in the [Max Waiting Calls in Queue] setting, all subsequent calls will be immediately processed according to the action, specified in the [Queue is Full] (Fig. 16)
Fig. 16. Setting up the Queue is Full field
Possible action options are similar to the previous setting.The same list of options is also available for escalating calls if there are no available agents in the queue. Select an option in the [No Logged In Agents] setting (Fig. 17, 18):
Fig. 17. Setting up the escalating calls if there are no available agents in the queue
Fig. 18. Selecting the user
If nothing is selected, the call will not be escalated, even if there are no available agents.
Than you can change the values for the [Wrap Up Time] and [Ring Agent's Phone for] settings (Fig. 19):Note [Away] agent status works as an online status for Call Escalation. It means that the call will be escalated only if all agents in the queue are logged out.
Fig.19. Changing settings values
[Wrap Up Time] - next call will not be sent to the agent until the specified number of seconds pass after the previous call.
[Ring Agent's Phone for] - the time period for which the agent's phone rings when the call is sent to the agent.
Click on the [+] button and select the right person from the list of users to assign an agent to the queue (Fig. 20):
Fig. 20. Assigning an agent to the queue
Click [-] to delete an agent (Fig. 21):
Fig. 21. Deleting an agent
[Queue Messages]- announcements that clients will hear while they are waiting in the queue.
Click [+] to add a queue message (Fig. 22):
Fig. 22. Adding a queue massage
You can upload an mp3 file or select one of the existing options (Fig. 23).
Fig. 23. Uploading or selecting an mp3 file
You can also change the value for [First Play After] (Fig. 24):
Fig. 24. Changing the value for [First Play After] field
And for [Repeat Every] (Fig. 25):
Fig. 25. Changing the value for [Repeat Every] filed
If the message duration exceeds the specified timeout, the following messages will be queued and played in sequence.
Сlick [-] to delete a message (Fig. 26):
Fig. 26. Deleting a message
Click [Save] to save the settings (Fig. 27):
Fig. 27. Saving the settings