Queue Settings

Call queues allow calls to be directed to groups of Agents. Once a call queue has been created, you can select it as a target for a particular number, or add it to the list of options within an Auto-Attendant.

To create a new call queue, go to Channels > Voice > Queues > + New.

Enter a queue name that relates to the area of your Organization that will be handling calls made to this queue e.g. Support or Sales.

You can then select the department that the queue is associated with. Any Tickets automatically generated when a call is successfully connected will be assigned accordingly.

Operating Hours

You can determine the voice queue's operating hours by selecting one of the following options:

• 24/7 - Incoming calls will always ring through to the queue.

• Default Business Hours - Incoming calls will only ring through to the queue during the default business hours.

• Specific Business Hours Set - Incoming calls will only ring through to the queue during the hours of the chosen business hours set.

You can determine whether tickets are created for incoming calls made outside of operating hours, and whether callers are able to leave a voicemail.

If you have enabled the creation of tickets outside of operating hours, you can determine which department, team and/or agent tickets will be assigned to.

Call Routing Models

The routing model indicates which method of routing will be used for the queue when calls are made to the numbers associated with it. Each call queue can implement a different routing model:

• Round Robin - Routing indicates that calls to this queue will be routed amongst all Agents evenly. The system balances the call load placed upon agents. For example, given three Agents are online, if Agent A & Agent B have both accepted a call, the next call would be routed to Agent C.

• Least Utilized - This model accounts for an Agents voice activity across the entire helpdesk to ensure Agents have sufficient wrap-up time after every call. When an Agent completes a call the time is recorded. The duration is calculated as between the moment a call is received into the helpdesk & an Agent's last call time, which determines the queue's routing order. Agent's with the longest duration are called first.

• Simulring - Routing indicates that any incoming calls routed to the queue will ring all Agents' phones in the queue simultaneously. The first Agent to answer will handle the call.

• Ranked - Routing indicates that any incoming calls routed to the queue will ring agents in a specified order. Ranked Routing is only available on Professional and Enterprise plans.

If voicemail is enabled, the call will be routed to the queue's voicemail if all online Agents actively decline the call or if the Answer timeout expires. You can set the Answer timeout (in seconds) for each queue.

You can select which Agents you want on the queue from the dropdown.

Wrap-Up Time, Greetings, Hold Music & Voicemail

You can enable Wrap-up Time for a queue, which is the period post-call during which agents will not receive new calls, allowing them to update customer records and finalize call details.

In Channels > Voice > Queue Settings, you can also assign greetings, hold music and manage voicemail settings for the Queue.

• To select a greeting that callers will hear upon being routed through to the Queue, select the Choose button underneath Audio greeting.

• To set the hold music that is played to callers who are waiting in the queue & when they are placed on hold. Select the Choose audio button underneath Hold music.

• To select the audio played when a caller in the Queue goes through to voicemail, select the Choose button underneath Voicemail recording. The Answer timeout indicates the number of seconds a call will ring unanswered until the caller is directed to a voicemail message.

There are three options for uploading the audio source for Greet, Holding Music and Voicemail:

• Record - Record your own voice-over for the voicemail.

• Upload a file - Upload a file that contains a voicemail message. Great if you already have a voice-over or want to keep the voicemail greeting standardized.

• Text to audio - Select from a range of different accents to narrate your voicemail for you. This is an easy option as it is built into Deskpro.

For more information about setting up voicemail automations see Voicemails & Missed Calls.

Call Queue Recordings

You can choose whether calls made to a particular call queue are recorded or not. Turning recording on will allow the calls to reviewed by Admins or Agents and for the recordings to be downloaded.

To enable recording for a specific queue, simply tick the Recording checkbox.

Once you have selected these basic settings, you are able to update and save the queue. Any inbound calls will then follow the routing model set and ring through online Agents.