🛠️ Basic Tab – Call Queue Setup

Use the Basic tab to configure core settings for your call queue. These settings help define how your call queue functions and how it's tracked in reports.

🔤 Name & Extension

• Set the name of the queue.

• A direct extension for internal dialing. (Can not be edited after creation)

🏢 Department

• Group agents by department (e.g., Billing, Sales) for more effective reporting and analytics.

• Why it matters: Without departments, reports are limited to individual queues or agents.

• Example: If multiple queues handle billing, tagging them under “Billing Department” allows for unified reporting across all billing-related queues and agents.

📍 Site

• Specify the physical location of the contact center or Queue.

• Helps improve location-based reporting and analytics.

🔁 Ring Type

Choose how calls are routed to agents:

• Longest Idle – Routes to the agent who’s been idle the longest.

• Tiered Round Robin – Routes based on agent priority tiers.

• Ring All – Rings all available agents at once.

  • ⚠️ Not ideal for analytics-heavy environments, as it may skew call data.

• Linear Hunt – Routes calls in a fixed, sequential order.

• Linear Cascade – Sends calls to agent groups based on escalating tiers.

• Call Park – Holds the call until manually picked up.

  • Rarely used in typical contact center operations.

☎️ Direct Phone Numbers

• Assign direct dial numbers to send callers straight to the queue. (This is configured under the Inventory section)

• Useful for bypassing Auto Attendants.

🎙️ Record Calls

• Enable to record queue-based calls.

• 🔍 Note: Calls placed directly to agents are managed in their individual user settings.

📊 Statistics

• Enable to capture call analytics for the queue.

• Essential for generating accurate reports and performance metrics.