Xima UCaaS - Creating a Call Queue
This article covers Call Queues and how to add them
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Select Call Queues, and then Add Call Queues
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From here we want to give the call queue a Name
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Select an Extension that is not currently in use
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Select the appropriate Department
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Input your desired Site
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Select Type of routing you would like this call queue to use
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Here we have selected Round-Robin (longest idle)
- NOTE: You can hover over the i to get more information on each type of routing
- NOTE: You can hover over the i to get more information on each type of routing
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You can also add Phone Number to the call this queue directly if you have an available phone number
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Select if you would like to Record Calls
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Enable Statistics , if this is not enabled you will not get statistics for this UC group
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The next tab you will want to configure is Pre Queue Options - Options for before the caller is put in queue
- Require Agents - You can set up a queue that doesn't require agents to be in it for a call to get there, but in most cases, you will want to require agents to be in the queue before routing a call there
- For Queue Audio - select Music on Hold or Ringback
- Require Intro MOH (Music On Hold) - Require the intro MOH to be played in full and not attempt any agents until it completes
- There may be a legal notice for example, that has to be played before you route the call to an agent
- Max Expected Wait Time in seconds - Unlimited by Default
- Max Queue Length in seconds - Unlimited by Default
- Allow Callback option - Allow the system to prompt the user for a callback option instead of waiting if timing conditions are met
- Forward if Unavailable - if in the pre-queue options, nothing is available, you can send this over to an extension, phone number, device, etc
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Onto the next tab, In Queue Options - Options for while callers are queued and being routed to agents
- Queue Ring Timeout (sec) - Default is 30 seconds
- Agent Ring Timeout (sec) - Default is 15 seconds
- Logout agent on missed call - Default is NO
- Forward if unanswered - Forwards somewhere else if the call is unasnwered
- Voicemail - Enable or disable voicemail for this call queue
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The final tab, SMS Options, you can enable or disable SMS for the call queue
- We will have a dedicated article to these features, so we are not going to go into depth here but here is a screenshot for reference if you do have SMS enabled for this call queue Enable SMS
- We will have a dedicated article to these features, so we are not going to go into depth here but here is a screenshot for reference if you do have SMS enabled for this call queue Enable SMS
Updated 12 months ago