Queue editing

Only Administrator (Manager) can edit a queue

Click [Edit] in the [Queue Settings] section to edit an existing queue (Fig. 1):
Fig. 1. 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. 2)
Fig. 2. Editing an existing queue from the Queues section
Editing process
1. In addition to name and strategy, you can set the priority for the queue (Fig. 3)
  Fig. 3. Setting up the Queue Priority
  1. 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)
  2. Queues are also sorted in the order of priority on the manager's dashboard (the higher priority is higher in the queues list)
2. [Queue Extension] - here you can specify a four-digit number, which you can use to call the queue directly (Fig. 4)
  Fig. 4. Setting up the Queue Extension
3. 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. 5)
  Fig. 5. Uploading or choosing the mp3 file that will be played as on-hold music in the queue
4. You can do the same for the [Voice Prompt] for agents (Fig .6)
  Fig. 6. Uploading or choosing the mp3 file for the [Voice Prompt] for agents
5. [Max Wait Time] setting (Fig. 7) - 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. 7. Setting up the Max Wait Time
6. 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. 8)
  Possible action options:
  1. [Terminate the call] - when the waiting time is over, the call is rejected
  2. [VoiceMail] - the call is redirected to the specified voicemail box
  3. [Another queue] - the call is redirected to the specified queue (Fig. 9)
  4. [Call flow] - the call is redirected to the specified call flow
  5. [User] - the call is redirected to the specified user
    Fig. 8. Setting up an action for the Waiting Time Exceeded
    
    Fig. 9. Selecting the queue
7. The number of waiting calls in the queue can be limited (Fig. 10)
  Fig.10. Limiting the number of waiting calls in the queue
8. 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. 11)
  Fig. 11. Setting up the Queue is Full field
  
  Possible action options are similar to the previous setting
9. 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. 12, 13)
  Fig. 12. Setting up the escalating calls if there are no available agents in the queue
  
  Fig. 13. Selecting the user
  
  If nothing is selected, the call will not be escalated, even if there are no available agents
10. Than you can change the values for the [Wrap Up Time] and [Ring Agent's Phone for] settings (Fig. 14)
  Fig.14. Changing settings values
  1. [Wrap Up Time] - next call will not be sent to the agent until the specified number of seconds pass after the previous call
  2. [Ring Agent's Phone for] - the time period for which the agent's phone rings when the call is sent to the agent
11. Click on the [+] button and select the right person from the list of users to assign an agent to the queue (Fig. 15)
  Fig. 15. Assigning an agent to the queue
12. Click [-] to delete an agent (Fig. 16)
  Fig. 16. Deleting an agent
13. [Queue Messages]- announcements that clients will hear while they are waiting in the queue
  Click [+] to add a queue message (Fig. 17)
  Fig. 17. Adding a queue massage
  1. You can upload an mp3 file or select one of the existing options (Fig. 18)
    Fig. 18. Uploading or selecting an mp3 file
  2. You can also change the value for [First Play After] (Fig. 19)
    Fig. 19. Changing the value for [First Play After] field
  3. And for [Repeat Every] (Fig. 20)
    Fig. 20. 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
14. Сlick [-] to delete a message (Fig. 21)
  Fig. 21. Deleting a message
Click [Save] to save the settings (Fig. 22)
Fig. 22. Saving the settings