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Description:

This article will show you how to do the following:

  • Create a new Call Queue

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

Methods:

 Basic 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.
 General Settings

This is where we will set limits on the number of calls that can be in the queue at one time, how long the calls will sit in the queue and other basic and escalation behaviors.

  1. Set the Call Limit. ( If the call limit is 0, the number of calls that can enter the queue is infinite (or limited to incoming trunk limitations).)
  2. Set the Queue Timeout. (Maximum Queue timeout is 7200 seconds or 120 minutes)
  3. The Time out Immediately if Empty toggle will route calls to a callflow/escalation/voicemail, if there are no agents logged into the queue.
    • Note: The queue is not considered Empty if an agent in a queue is Globally in an Away state or on a call.
  4. Zero(0) out to callflow: If this feature is toggled on, callers will be able to press 0 to be routed to an Advanced Call Flow, Device, User, VM Box, Directory, or Group (per Smart PBX Configuration) selected from the drop-down list provided.
  5. Display Agents to other Agents: This is useful so agents can note the status of the rest of the team, for example if others are away.  If enabled, Agents can see other Agents who are members of the queue on the Queue Details page, Members tab.
  6. Record all calls in this queue: If turned on all calls will be recorded by default.  Alternatively, you can set recording options for individual agents under the Call Center Members tab.
    • Note: This setting requires the Call Recording application/feature to be enabled on the account.
  7. Escalation Queue: This will determine what happens if a call reaches the timeout limit in the current Queue. Admins and Managers will be able to see all existing Queues.
  8. Escalation Callflow after Timeout: If enabled with a destination, a call in Queue is timed out to the Escalation Queue, and if the call is not answered within the Escalation Queue Timeout (set in that Queue), the call will be redirected to the following Call flow Destination (Advanced Call Flow, Device, User, VM Box, Directory, or Group (per Smart PBX Configuration)).
  9. Once everything is set as desired, click Next.
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