OneCloud Professional Contact Center - In-Queue Options

• Queue Ring Timeout. This setting determines how long the queue will attempt to ring agents before either offering a queue callback or following an exit option. In simple terms, the Queue Ring Timeout controls how long a call remains in the queue before taking an alternative action, such as following the "If Unanswered" destination. 

• The available options under In-Queue Settings depend on how the call queue is configured under the Basic tab and the selected Ring type. 

• Agent Ring Timeout specifies how long the system will ring an individual agent before moving to the next available agent. This setting should always be shorter than the Queue Ring Timeout. For example: If the Queue Ring Timeout is set to 60 seconds, the Agent Ring Timeout could be set to 15 seconds. This setup ensures that the call can be offered to up to four agents before offering a callback or following the exit option. 

• Agent Groups and Tiers 

1. In a Tiered Round Robin or Linear Cascade setup, you can configure the Initial Agent Group to Ring. This setting determines the first group of agents to receive the call, based on their predefined order. For instance, if you select "5" as the initial agent group, all agents with an order of 5 or lower will ring. 

1. You can then configure the Add Agent Group After Timeout option. For example, if agents in group 5 ring first, the next group to ring could be agents in any group higher than 5. This cascading approach allows calls to move between agent groups or tiers as needed. 

• Log Agent Out on Missed Call. This feature is helpful when an agent forgets to log out of the queue before leaving their desk. If a call is presented to an unavailable agent and they do not answer, this setting will automatically log the agent out of the queue. 

• Enable Voicemail option determines whether unanswered calls can be sent to the voicemail box of the call queue extension. 

• If Enable Voicemail is set to "Yes," the If Unanswered dropdown menu will include a "Voicemail" option. 

• If voicemail is disabled, it will not appear in the dropdown menu. 

• If Unanswered dropdown provides several options: 

• Stay in Queue: If Queue Callback is enabled, this is the only available option. It ensures the call remains in the queue, giving the caller the opportunity to request a callback. 

• Forward to Destination: If Queue Callback is not enabled, calls that reach the Queue Ring Timeout will roll to a forward destination. This destination could be: 

• Another call queue (overflow queue) 

• A voicemail box for a specific agent or group 

• An auto attendant offering additional options