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Description:

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This article will show you how to do the following:

  • Create a new Call Queue
Warning

Note: Only account Administrators are able to create/delete call queues. Managers are able to edit existing queues that they manage.

Methods:

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titleBasic Info
  1. Login to the Audian Portal.
  2. Click the 9 square button at the top right of the screen.
  3. Select the Call Center Pro application.

  4. Click the + New Queue button.

  5. In the Name field, enter the name for the new Queue.
  6. click the Call-in Number or Ext. drop-down box.

  7. Select either Select a spare number or Assign a New Extension.

    • Note: To Buy a new number, please contact our Support team at 611@audian.com.
  8. After selecting the Spare Number or Extension to be used, click Next.

...

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titleHold Treatment
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Here we will add actions to design a media loop that will play for callers who are waiting to connect.

  1. Click the + Action button.
  2. Select the desired option.
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  3. Multiple Actions can be set for a chain of events that a caller will hear while they are waiting for an agent.
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    • Announce Position: This action will announce the callers current position in the queue.
    • Announce Wait: This action will announce the estimated wait time based on call queue metrics.
    • Play Media File: Options for Media are the Custom uploaded files, the Default Hold music for the account, Silence, or a Stream URL.
    • Pause: This will introduce a pause for X# ( x )# of seconds before moving on to the next action.
  4. Once all desired actions have been set, click Next.
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titleAgent Behavior
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This is where we will configure actions depending on agents behavior and status.


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titleMember Management
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This is where you can manage the members/agents that are assigned to this specific Queue. The list of agents shown is determined by the available members added Here.

  1. Select the users that are to be added to this Queue, set their access (Manage vs Agent), and then click the Assign to Queue button.
  2. To remove a user from this queue, select the users and then click the Remove Members button.
  3. After all agents have been assigned, click Next.