OneCloud: Types of Call Queues

OneCloud: Types of Call Queues

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.




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.


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