Call Queue

Overview

Requirements: Dynasky access with Office Manager role or higher

Types of Call Queues

  • Round-robin (longest idle): This type of queue routes callers to the available agent that has been idle the longest.
  • Ring All: This type of queue routes callers to all available agents at the same time.
  • Linear Hunt: This type of queue routes callers to the available agents in a predefined order. The order is defined when editing the queue’s agents.
  • Linear Cascade: This type of queue routes callers to groups of available agents in a predefined order. The order is defined when editing the queue’s agents.
  • Call Park: This feature places the caller on hold until an agent retrieves them. It is not used for ACD functionality.

Add agents to Call Queue

  1. Go to the Call Queue tab
  2. Click on the Edit Agents button of the Call Queue you want to update

3. Click on Add Agents

4. Select the Users’ extension you wish to add on the Call Queue (Multiple extensions can be added at the same time)
An offnet number can also be added as an agent

5. Configure the Agents’ settings

  • Status: Whether the agent will start out as Online or Offline when added. Phones that are not registered will always show as offline
  • Wrap up time (sec): Amount of time given after an agent completes a call before they start receiving calls again
  • Max Simultaneous Calls: Number of calls an agent may be on at once. NOTE: This setting only applies to the call queue. Direct calls or transfers will not count against this limit
  • Max SMS Sessions: Number SMS Sessions an agent may have open at once if SMS feature is available
  • Order in Linear Hunt: If the queue is a Linear Hunt or Linear Cascade, this is the order in which the agent will ring
  • Queue priority for agent: If the agent is in multiple call queues, they will receive calls for the queue with the higher priority first. (Lower number = higher priority)
  • Request Confirmation: Requires the agent to press 1 to accept the call before connecting. Recommended for offnet agents
  • Auto Answer: Automatically answer the call when one comes in

6. Click Save Agents
7. Click Done