Round-Robin is a type of call queue that evenly distributes incoming calls one at a time depending on which user has not had a call in the longest amount of time. 

• This is commonly used in call environments like a sales office where each sales agent needs to be given an equal call volume to fairly distribute potential sales. 

A Tiered Round-Robin queue follows the same principle with the exception that agents are placed into tiered groups. When a tier has been attempted, then the call will ring into agents in the next tier, and so on. If the queue reaches the last tier and an agent is still not available, then the caller will be sent to the extension or number that is set as the Forward Destination for unanswered calls in the In-Queue Options of the call queue's settings. 

For instance, a call enters a Tiered Round-Robin call queue that has been configured with a 10 second timeout. The longest idle agent in Tier 1 will be rung for ten seconds. If there is no answer, then the next longest idle agent will be rung for ten seconds, and so on until all agents have been rung in Tier 1. After Tier 1 has been attempted, then Tier 2 agents will be rung in a similar fashion.

Step 1: Create a Tiered Round-Robin

To create a Tiered Round-Robin queue…

1. Login to the Stratus web portal and navigate to the Call Queues page.
    
2. Take note of the next extension number available and click the Add Call Queue button.
   

   Note: If you are updating an existing queue to be a Tiered Round-Robin queue, click the Edit icon next to the queue that needs its Type changed.

   On the Basic tab of the queue's settings menu, use the Type section to select Tiered Round-robin.

    
3. In the Basic tab of the Add a Call Queue menu, fill in the fields to create and customize a Tiered Round-Robin queue.
   
   • Name - Give this call queue an identifiable name.
   • Extension - Type in the next available extension number that is not already in use.
     

     Quick Tip: Using an extension number in the 8000s is recommended for call queues. 

      
   • Type - Select Tiered Round-robin.
     
4. In the Pre-Queue Options tab, the main setting adjusted is the Queue Audio.
    
   

   Note: By default, the queue will play the audio stored in the Music on Hold section. 

   To have the phone play ringing for callers in the queue, use the Queue Audio dropdown to select Ringback. 
   

    
5. In the In-Queue Options tab, set the following settings: 
   • Queue Ring Timeout - Set how long (in seconds) the queue should ring all agents and tiers in the queue. 
     
     

     Note: By default, the queue will ring for 30 seconds (6 rings; 1 ring = 5 seconds). 

      
   • Agent Ring Timeout - Set how long (in seconds) each idle agent should ring before moving on to the next longest idle agent. 
     
     Once the last idle agent in a tier has been rung, the call will move on to the next tier and ring its longest idle agent.  
     

     For example… If there are 2 tiers of agents that each ring for 10 seconds, the queue should have a Queue Ring Timeout of 40 seconds and an Agent Ring Timeout of 10 seconds since there are technically 4 agents that will ring. 

     

     If needed, the Queue Ring Timeout can be shortened if not all agents need to ring. 

      
6. If needed, set a forwarding destination to act as an exit option for calls that go unanswered by all agents. 
   
   To do so, set the If Unanswered option to "Forward to destination".
   
   

   Quick Tip: With the Forward to Destination option, you can route unanswered calls to a call queue, auto attendant, user, or a 10-digit phone number.

    
7. Once the queue has been configured, click the Next and then Add buttons. 

Step 2: Add Agents to Tiers

To create the tiers for the new Tiered Round-Robin queue, Agents will need to be added to the queue and designated a position in a tier. 
To do so…

1. Click the Edit Agents icon next to the new Ring All call queue. 
    
2. In the Edit Agents menu, use the Agent Extension box to type in the extension numbers of users that will be in a tier together.
3. Use the sliders to adjust the optional settings for these agents.
   
4. Use the Tier in Round-robin dropdown to select which tier the agent(s) you have selected will be assigned to.
   
5. If needed, adjust the rest of the settings.
   
6. Once you have selected the agent and configured their settings, click the Save Agent button.
7. Repeat the process for any additional, new agents for the queue.
8. Once all agents have been added, click the Done button.