Types of Call Queues in OneCloud | OneCloud Support Portal
Call queues are beneficial to managing high call volume. They
organize agents into groups (and optional tiers) to streamline the flow of
incoming calls. Callers also benefit; through the use of music on hold and
announcements, the caller is comforted that their call will be answered quickly
and efficiently.
Types of Call Queues
Round-Robin (longest idle) routes callers to the agent who has
been idle longest.
Tiered Round-Robin (available in v43+) routes callers to tiers
of agents, who are then rung one at a time before the caller moves to the next
tier, until an agent answers.
Ring All routes callers to all available agents at the same
time.
Linear Hunt routes callers to the available agents in a
pre-defined order.
Linear Cascade routes callers to groups of available agents in
a pre-defined order.
Call Park places the caller on hold until an agent retrieves
the call.
See article on How to Add an Agent to a Call Queue
Call Queue Rules
1. Users with the scope of Office Manager and above can
add and configure call queues. Call Center Supervisors cannot add or
delete a call queue, but they can change the type of queue assigned to a
particular extension and pre queue/ in queue/ SMS options.
2. A call queue must have a dedicated extension and owner. If
the extension you are creating for the queue is not currently present, then the
system will create one and indicate this by showing the green New Label to the
right of the dialog box.
3. If the call queue does not have a music on hold file, then
the system will default to using the domain music on hold.
Agent Rules
1. A call queue must be configured first before assigning an
agent, and the agent must be "on line" in order to be part of an
active queue.
2. Call queues can contain both “on-net” and “off-net” agents.
3. If a device is not registered, then the agent is considered
"offline".
4. Agents who are assigned to multiple queues can prioritize
one queue over another.