Adding a Queue

A queue can contain multiple agent groups, or sometimes just a single agent group is included. Settings such as time Outs, and call capacity are configured at the queue level. To add a queue navigate to the following path:

Click on Service Management link. Under Response Group tabs , click on Queues tab. To add a new work flow click on Add New Queue button.

• Queue Name: Enter a friendly queue name.

• Description: Enter a detailed description of the queue.

• Groups: Select appropriate groups from the available box.

• Enable queue time-out: Check if you want to enable queue time out.

• Time-out Period (in seconds): You must enter a numeric value between 10 to 65535.

• Actions: Select an action from the drop down list.

• Enable queue overflow: Check if you want to enable queue overflow.

• Maximum Number of Calls: Provide maximum number of calls. You must enter a numeric value between 0 to 1000.

• Forward the Call: Select when to forward a call.

• Call Action: Select an appropriate action to be applied on a call.

Click on Save button when done.

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