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Call queue

1. Activate the sipcall Call Queue​

  • To create a call queue, navigate to Products (1) -> sipcall virtual pbx (2).
  • Click on the Call queue card on EDIT (3) to access the queue overview.
  • Add a new queue by clicking on ADD CALL QUEUE on the right side.
  • Give your queue a suitable name, for example Customer Service.
  • Add the queue to an IVR (highly recommended) or to a number via forwarding.

2. Configure the Call queue​

Once the queue is activated, the basic settings are loaded. You can adapt these to your needs.

2.1 General​

Distribution Methods​

  • As listed: Calls are distributed to the call queue participants sequentially - as indicated in the list of participants. If the first participant is busy or the post-processing time has not yet elapsed, the call is forwarded to the next participant.
  • Simultaneous: All registered call queue participants ring simultaneously, unless you are yourself in a conversation or still in the post-processing phase.
  • Longest inactivity: The call queue participant who has not received a queue call for the longest time receives the call.
  • Random: Calls are assigned to queue participants randomly.

Maximum waiting time in the call queue​

Define the time in minutes that a caller can wait at maximum in the queue. In the timeout card, define what should happen when the maximum wait time is reached.

Post-processing time​

The post-processing time is the period directly after the end of a conversation, during which the queue does not forward new calls to the participant. During this time, the employee can perform important subsequent processing without being interrupted by the next call.

2.2 Timeout​

In the Timeout card, define what happens with a call that meets one of the following conditions:

  • The maximum wait time has been exceeded.
  • No participant is registered in the queue.

You can upload an announcement and choose from the following actions:

  • Terminate the call (default)
  • Forward to an internal number
  • Forward to another queue

2.3 Call queue music​

You can choose between a ringback tone (default) or your own specific music on hold for this queue.

note

Please note that you are responsible for the lawful use of the uploaded music track, or for any copyright royalties.

2.4 Announcement waiting position​

With this optional feature, the caller receives an automatically generated announcement in the desired language.

3. Participants management​

You can add participants via our customer portal.

The employee can register and deregister from a queue using a service code and a shortcode:

  • log on: *41<speed dial>, for example *4199900
  • log out: *42<speed dial>, for example *4299900

You can see what speed dial your queue has in the queue overview.

tip

Save the registration and deregistration codes as hotkey's on the agent's phone.