Call Queue is an Add on feature that allows companies to ensure that they are not missing calls in high volume periods and that calls being sent to voicemail.

A call queue puts callers in line when they call and then connects them with designated workers as they become available.

Prompts and hold music play while the caller is waiting.

Not into reading? Vocalocity has you covered. Take a look at our video tutorial for Call Queues.

And if you have any questions about our other features, please be sure to check all of our videos.

Basic Settings

1. Click the Call Queue option on the left navigation bar.

2. Select the Call Queue to configure (NOTE: If you don't have a call queue in your account, one can be added by contacting your account manager)

3. Enter a name for the Call Queue (i.e. sales Department, support Department, etc). This will be used for identification purposes throughout the customer portal.

Select the direct dial number/s that should be assigned to this call group.

Click the Add/Remove button and select a number from the available pool.

4. Click the Update button.

5. Note the agent login code. This number will be the code that the users in this queue will use to log in and out of the call queue. This number cannot be changed, it is a random number created by the system.

6. Select the amount of time users will have in between taking calls. This is the amount of time that will elapse between the time that a user hangs up with one caller and the next caller is assigned to them. (note: This time is usually used to finish making notes on the call and prepare for the next call)

Caller Opt-Out

1. The Call Queue allows an administrator to set whether callers can opt of the call queue and what happens to them when they do opt out.

2. Do not Allow Caller to opt-out of the Queue " ensures that callers stay in the queue until they're assigned to an employee or until they hang up.

3. When Caller opts out of the Queue, send the Caller to the Queue's Voicemail " selecting this option will send the caller to the call queue's voicemail, when the caller presses any key while waiting to be assigned to an employee.

4. Forward the Caller to an extension, Call Group, Call Queue or Auto Attendant " selecting this option will send the caller

Agents

1. Click the Assign Agents button.

2. Select the users to include in this call group. Use the arrows to move them from the Available list to the In-Use side of the table.

3. Click the Update button.

4. Select the Assignment strategy:

Random: The system will randomly assign callers to the employees/agents that are logged in and available at that time.

In order of Agent Tier: Callers will be assigned to employees/agents based on the tier that they're assigned to. Callers will be assigned to the lower number tiers first.

Least recently used: The system assigns callers to the employee/agent who is available and has been idle for the longest period.

Hold Music

1. Select the playback mode for the Hold Music; random or sequential.

2. To add custom Hold Music, click the Add new Audio file(s) button.

3. Browse your computer for the desired audio files and click the Upload button. (note: After clicking the Upload button the system will take a couple of minutes to upload your new files)

Prompts

1. Upload your Prompts

Click the Upload new Prompt button.

Click browse to browse your computer for the desired audio files, and then click the Upload button. (note: After clicking the Upload button the system will take a couple of minutes to upload your new files)

2. Record new Prompts

Click the Record new Prompt button

Enter a phone number for the system to call to record the greeting. enter any 10 digit phone number and click the Dial button.

Follow the prompts to record the greeting. When finished recording, save the recording over the phone.

3. Order the Prompts: These prompts will play in the order that they are listed. In the time between prompts (play interval) the Hold Music will play. selecting to repeat the prompt, will repeat as many times selected with Hold Music playing.

4. No Agents Available Prompt: Will play when no employees/agents are logged into the queue.