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Only a manager can edit a queue.

  1. Click [Edit] in the [Queue Settings] section

    to

    to edit an existing

    queue 

    queue (Fig.

    6

    1):
    Fig.

    6

    1. Editing an existing queue from the Queue Settings section
    Image Modified 

    Or go to the [Queues] section and click the [Edit queue] icon for the specific queue (Fig.

    7

    2):
    Fig.

    7

    2.

     Editing

     Editing an existing

    queue from

    queue from the Queues section
     Image Modified


     

  2. Editing process
    In addition to name and strategy, you can set the priority for the queue (Fig. 83):
    Fig. 83. 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 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. 94):
    Fig. 94. Setting  Setting up the Queue Extension
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    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. 105):
    Fig. 105. Uploading or choosing the mp3 file that will be played as on-hold music in the queue
    Image Modified 

    You can do the same for the [Voice Prompt] for agents (Fig .116):

    Fig. 116. Uploading  Uploading or choosing the mp3 file for the [Voice Prompt] for agents
    Image Modified

    Note

    These tooltips will appear for most settings when you hover over the (i) icon.

    [Max Wait Time] setting (Fig. 127- 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:
    Fig. 127. 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. 138).

    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. 149).

    [Call flow] - the call is redirected to the specified call flow.

    [User] - the call is redirected to the specified user.

     Fig. 138. Setting up an action for the Waiting Time Exceeded

    Image Modified

    Fig.

    14

    9. Selecting the queue
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    The number of waiting calls in the queue can be limited (Fig.

    15

    10):
    Fig.

    15

    10. Limiting the number of waiting calls in the queue
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    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

    11)
    Fig.

    16

    11. Setting up the Queue is Full field
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    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

    12,

    18

    13):
    Fig.

    17

    12. Setting up the escalating calls if there are no available agents in the queue
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    Fig.

    18

    13. Selecting the user
    Image Modified

    If nothing is selected, the call will not be escalated, even if there are no available agents.

    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.

    Than you can change the values for the [Wrap Up Time] and [Ring Agent's Phone for] settings (Fig.

    19

    14):
    Fig.

    19

    14. Changing

    settings values

    settings values

    Image RemovedImage Added


    [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

    person from the list of users

    to

    to assign an agent to the queue (Fig.

    20

    15):
    Fig.

    20

    15. Assigning an agent to the queue
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    Click [-]

    to

    to delete an agent (Fig.

    21

    16):
    Fig.

    21

    16. Deleting an agent
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    [Queue Messages]announcements that clients will hear while they are waiting in the queue. 
    Click [+]

    to

    to add a queue message (Fig.

    22

    17):
    Fig.

    22

    17. Adding a queue massage
    Image Modified

    You can upload an mp3 file or select one of the existing options (Fig.

    23

    18).
    Fig.

    23

    18. Uploading or selecting an mp3 file
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    You can also change the value for [First Play After] (Fig.

    24

    19):
    Fig.

    24

    19. Changing the value for [First Play After] field
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    And for [Repeat Every] (Fig.

    25

    20):
    Fig.

    25

    20. Changing the value for [Repeat Every] filed
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    If the message duration exceeds the specified timeout, the following messages will be queued and played in sequence.

    Сlick [-]

    to

    to delete a message (Fig.

    26

    21):
    Fig.

    26

    21. Deleting a message
    Image Modified
     Click [Save]

    to

    to save the settings (Fig.

    27

    22):
    Fig.

    27

    22. Saving the settings
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