Log in as Administrator (manager) (Fig. 1)
Fig. 1. Log in page
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Go to [Queue Settings] section (Fig. 2)
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Fig. 2. Queue Settings
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Click [Create New Queue] button (Fig. 3)
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Fig. 3. Creating a new queue
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Go to Queue Settings to learn how to set up a new Call Queue
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When the Call Queue is created, go to [Call Center] (Fig. 4)
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Fig. 4. Call Center
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Queues, agents, and their status can be found in the Call Center (Fig. 5)
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Fig. 5. Queue Information
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If the Agent needs to receive calls, the status of the Agent should be "Available" (Fig. 6)
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Fig. 6. Agent Status Available
If a user calls to a queue, and all agents in the queue are unavailable, the user will hold on the line until anyone of them will be available
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To set up incoming phone number for the queue, please use the Callflows app of the Velvetel platform
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When the phone set up is completed, go to Call Queue and change the status from "Logged Out" to "Available" for agent and if there a call holding in the queue, it will be sent to the agent. Agent status will be changed to "Ringing"
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When the call is answered, it will be transferred from "Waiting Calls" to "Calls in Progress". Agent status will be changed to "Talking" (Fig. 7)
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Fig. 7. Calls In Progress
When the call is ended, agent status will be changed to "Wrapping Up"
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Duration of the "Wrapping Up" status can be changed in the Call Queue. When this period is over, the status will be automatically set as "Available"
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If the Agent makes an outgoing call, or he recieves the call not from the queue, it's status will be changed to "Busy"
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