Call Center - Call Queues

This is the list of call queues defined for your call center activities. Click on a call queue name to view and edit its properties. To add a new call queue, click the New button then enter the parameters that define the call queue. To view the list of agents assigned to a call queue, click on its corresponding icon. Click the icon of a call queue to display its activities.

From the Call Center > Call Queues page on the Web Portal, you can:

Create a new Call Queue

To add a new call queue:

  • Click the New button.
  • Enter the call queue information then click Next. At anytime, you will be able to modify the parameters of this call queue.
  • Use the checkbox to select the agents assigned to this call queue. To change the agent’s extension, select it from the list of extensions used by the agent. Click Save when done. At anytime, you will be able to change the members of this call queue.

Edit a Call Queue

To edit an existing call queue:

  • From the main menu, click Call Center > Call Queues.
  • From the call queues list, click the name of the call queue to edit.
  • Edit the call queue properties as required. You can modify the parameters and manage the agents of the queue. 
  • Click Save to apply the changes.

Edit Music on Hold for a Queue

To edit the music on hold of a queue:
  • From the main menu, click Call Center > Call Queues.
  • From the queues list, select the Music On Hold icon of the the queue you want to modify.
  • Choose the collection of music on hold, then click Next to modify the settings of the audio files in the collection.
  • To change the message play order, click the and arrows. To add a message, click . To upload a new message, click the . Audio files must be in WAV format (128 Kbps, 8 KHz, 16 bits).
  • When done, click Submit to save the call queue audio messages.

Delete a Call Queue

You can delete a call queue when it is no longer needed. To delete a call queue:
  • From the main menu, click Call Center > Call Queues.
  • From the call queue list, identify the queue you would like to delete, then click on the Delete icon corresponding to the item.
  • A popup window will ask you to confirm the deletion. Click OK to delete the call queue.
WARNING: If you delete a queue and there are unanswered calls presently forwarded to this queue, these calls will be sent to the group leader’s voicemail.

Export Call Queues to CSV File

To export call queues to a CSV file:

  • Click Call Center > Call Queues in the main menu.
  • Select the call queues to export:
    • One or several call queues: Check the box next to the name of the call queues to export.
    • All call queues: Check the box at the top of the table next to the Name header. All call queues will automatically be selected.
  • Click the CSV button.
  • The CSV will be downloaded to your computer. By default the file will be named Call Queues.csv.

Export Call Queues to a PDF File

To export call queues to a PDF document:

  • Click Call Center > Call Queues in the main menu.
  • Select the call queues to export:
    • One or several call queues: Check the box next to the name of the call queues to export.
    • All call queues: Check the box at the top of the table next to the Name header. All call queues will automatically be selected.
  • Click the PDF button.
  • The PDF will be downloaded to your computer. By default the file will be named Call Queues.pdf.