Team and phones
Create queues for calls and messages
Make a queue for conversations, add a call queue to the phone system and watch both from the Supervisor page.
Steps
Create a queue for conversations
On Getting started, under Create a queue, name the queue and choose Create queue. It takes work from every channel, voice included, and holds it until an agent takes it.
Send a channel to it
A channel needs a queue, or a flow that ends in one. The checklist step Route a channel to a queue marks when that is done. Sticky routing for each queue is on Desk settings.
Add a call queue to the phone system
On Agents and extensions, in Call queues, choose Add a queue. Give it a Queue name (lower-case letters, digits, - and _, starting with a letter) and a Queue number of 3 to 6 digits that is not an extension's number.
Choose how it rings
Pick a Ring strategy: Ring all members, Least recently called, Fewest calls taken or Round robin. Choose the Members (extensions), the ring seconds (5 to 120) and the Maximum wait (seconds). Under When nobody answers, choose Hang up or ring an extension.
Save and apply
Choose Save queue, then apply it to the phone system with Apply to phone system. A change reaches the phone system only when you apply it.
Point a number at the queue
A number can ring a queue: see Buy a number and route it to an agent or a queue.
Watch the queues
The Supervisor page shows each queue's waiting, offered and assigned work and the oldest wait. See Use the supervisor tools.
Good to know
- A call queue's members are extensions of the phone system. Members that are not active agents are left out when the change is applied.
- If you choose to ring an extension when nobody answers, that extension must belong to an active agent, or the change is refused.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.