Managing call queues

Company administrators can edit existing call queues, create an exact copy or delete them from the system.

Edit a call queue #

1. In the menu bar click Call Handling > Queues to see a list of available queues
2. Select the relevant call queue
3. Select the relevant tab
4. Reconfigure the parameters as needed, you can modify:
   • Basic settings
   • Additional agent groups that are assigned to the queue
   • Agent outbound dialling
   • In-queue audio announcements and music
   • Call recording
   • Key Performance Indicators (KPIs)
   • Advanced settings, such as call wrap-up times, the maximum length of the call queue, and backoff times
   • Callbacks
5. Click Save changes

Copy a call queue #

Copying a queue enables admins to add a queue that is very similar to an existing one and then make changes.

1. In the menu bar click Call Handling > Queues to see a list of available queues
2. Select the relevant call queue
3. Click Copy
4. Enter the name of the copy (up to 100 characters)
5. Click OK
6. The queue will be copied

Delete a call queue #

Please note once you delete a queue it can’t be restored. All scheduled calls for this call queue will also be deleted.

1. In the menu bar click Call Handling > Queues to see a list of available queues
2. Select the relevant call queue
3. Click Delete
4. Click Yes to confirm
5. The queue will be delted

Note: You can only delete call queues that are not in use. If you try to delete a call queue when a call for this queue is in progress, an error message is displayed.