Queue

To add or update a queue navigate to Queues.

Administrator will see only Queues created on a entity where he is administrator

Queue option	Description
Queue name	Name of the queue
Entity	The entity where queue will ne used
Announce position in queue	When enabled, an audio message will be played to users once queued to announce their position in the queue
Language	The language to be used for announcement
Music on hold	The music to be played to customer while waiting in the queue. You can select multiple files from the media library.
Max wait time (Seconds)	Maximum wait time in the queue. Used to trigger a fallback (send call to another queue for example)
Max calls in queue	Maximum calls in the queue. Used to trigger a fallback (send call to another queue for example)
Queue fallback	The action to be taken once max wait time or max calls in the queue is reached.
Agents list	The list of agents that will handle calls from the queue.
Hunt strategy	The way agent will be selected for each customer waiting in the queue.
VIP priority	VIP customer that you want to privilege. it is possible de add teams users or PSTN number. when they are queues they have always the first position.
SLA	SAL is a 2 values parameters, it can be for example 80% of calls to be answered in less than 120 secs. It used on activity reports.
Channels	The channels that the queue serves, by default voice channel is enabled.