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 Admin > Voice > Queue Settings > Add Queue

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 to this department.

Next, you can select which Agents you want on the queue. You can either tick the permission box for individual Agents in the list, or click Toggle all to add all Agents to the queue.

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. There are currently 3 different routing models that you can choose from. 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 between the moment a call is received by the helpdesk & an agent's last call time, 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.

A call is routed to the queue's voicemail if all online agents actively decline the call or if the Maximum Queue Wait Time expires. You can set the Maximum Queue Wait Time (in seconds) for each queue.

Greetings, Hold Music & Voicmail

In Admin > 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 audio source button underneath Greet.

• 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 source button underneath Holding music.

• To select the audio played when a caller in the Queue goes through to voicemail, select the Choose audio source button underneath Voicemail. The Maximum Queue Wait Time 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:

• 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.

• 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.

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

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 enabled checkbox and click Create.

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.