Create Voice Queues

Created by Jens Leijon, Modified on Thu, 15 Dec 2022 at 03:48 PM by Hannah Peters

Create Voice Queues

Creating voice queues are done from voice/voice queues menu

Click on the plus sign in the bottom right corner.

Fill out the different fields: 

Name = Give the queue a unique name

Strategy = Decide which dial strategy you would like to use. Round Robin Memory is the most commonly used and what Connectel recommends.

Description = Optional but good to add some description about the queue

Click "Add Voice Queue" when you've filled out the form

Then press the 3 dots on the right and choose "Edit Voice Queue"

On the General tab we will make som changes these are marked with RED below, all other values should be left as default.

Name = Can't be edited

Strategy = Round Robin Memory

Timeout = 25

Maximum Lenght = 0

Retry = 2

Wrapup Time = 2

Wight = 0

Join when empty = Yes

Leave when empty = No

Music on Hold = default

Announce to agent = no entry

Then we can move on to the Announcement Tab

Under this tab we will leave all settings as default, if you would like to use announcements, please contact your Customer Success Manager for assistans.

Then we will move on to the Advanced tab

Here we will change some values marked as RED below

After Call Work = On

After Call Work Duration = 20

Auto Pause = No

Ring In Use = No

Member Delay = 0

Timeout Restart = No

Recording Format = Wav (if you want to record the calls) Inactive (if you don't want to record calls)

Context = Should be nothing

Set Interface Variables = No

Set Queue Variables = No

Set Queue Entry Variables = No

Service Level = 0

Mandatory Dispositions = Button should be grey

The last thing we need to do is to add Agents to this Queue, press the purple button to add Agents to the queue.

On the left side you will see the available agents and on the right the agents that are associated with the queue, to add agents to the queue click the agents in the left field to move them to the right field.

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