Set a queue's skill, overflow, ringing and announcements
Decide who is offered a queue's calls, where they overflow, how long they ring, and what callers hear before being connected.
Where to find it
Calls › Queues & SLA › Configure › Routing
Open this screen
Steps
- Open Calls › Queues & SLA, press Configure on the queue and open Routing.
- Enter a Required skill, or leave it blank for any agent, and choose an Overflow queue.
- Set Ring for (seconds), and whether to Connect calls straight into the headset with a Beep before connecting (ms).
- Enter a Web chat address for long waits and the Recording announcement.
- Press Save queue.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Required skill | Only agents with this skill are offered the queue's calls. | Blank (any agent) |
| Overflow queue | Where calls go when this queue overflows. | None |
| Ring for (seconds) | How long an agent's phone rings: 5 to 120 seconds. | 30 |
| Connect calls straight into the headset | Auto-answer for high-volume desks. | No — the agent answers |
| Beep before connecting (ms) | The warning beep before an auto-answered call. | — |
| Web chat address for long waits | A link offered to callers who wait past the threshold. | — |
| Recording announcement | Played to the caller before the call is connected. | — |
Troubleshooting
"Choose one of this organisation's queues for overflow."
Pick one of your own queues as the overflow queue.
Tips
- Whether the long-wait offer was taken is recorded either way; see Routing rules › Offer a message.
Good to know
- Only owners, administrators and managers can configure queues.
Related how-tos
- Queues & SLA Watch calls waiting, the service level and live calls per queue, and configure each queue's targets, hours and routing.
- Offer waiting callers a message instead See how often callers who waited too long took a text or chat offer instead of waiting, per channel.
- Tell callers a call may be recorded and monitored Choose whether callers on a line first hear that the call may be recorded and monitored.
- Routing rules Decide who is answered first, which queue a call lands in by the caller's area, and see what waiting callers are offered.