What are Call Queues?

A Call Queue, also known as a hunt group, is a function that dispatches calls to multiple agents. These call queues can ring agents simultaneously or in a specific order. There are different types of call queues that can be used to ensure agents are receiving and handling calls as intended. 

Once a call queue reaches its Queue Ring Timeout (the set amount of a time a call will ring all agents, the call is marked as unanswered. Unanswered calls can be set to either stay in the queue, go to the queue's own voicemail, or forward to a different destination using its If Unanswered setting. Callbacks can be set up for call queues if needed.

Your call queues can be viewed on the Call Queues page. To display this page, click the Call Queues icon on the menu bar:

On the Call Queues page, you can create call queues, edit existing queues, and manage agents within queues. 

Create a Call Queue

As a Stratus admin, you can create call queues for different purposes and departments. To create a call queue on the Call Queues page…

To create a new call queue for call routing:

1. From the Call Queues page, click the Add Call Queue button.
   
   Doing so will make the Add a Call Queue popup window appears, with the Basic tab displayed.
   
2. Complete the fields in the Basic tab.
   

   Basic Settings

   Setting	Description
   Name	Enter a name for this call queue. The name should allow you to differentiate this call queue from other call queues you configured.
   Extension	Adding a call queue: Select an extension. Editing a call queue: read-only field that shows the extension.
   Type	Determines how calls are distributed. Choices are: ·         Round robin = routes callers to the agent that has been idle for the longest period of time. Then complete the remaining fields in the window. ·         Tiered Round robin = routes callers to the agent that has been idle for the longest period of time starting with the highest tier group, then moving to the next group when all agents have been attempted. ·         Ring All = routes callers to all available agents at the same time. Then complete the remaining fields in the window. ·         Linear Hunt = routes callers to the available agents in a predefined order. The order is defined when editing the queue’s agents (see “ Working with Agents” section. Just keep scrolling down.). Then complete the remaining fields in the window. ·         Linear Cascade = routes callers to groups of available agents in a predefined order. The order is defined when editing the queue’s agents (see “ Working with Agents” section. Just keep scrolling down.). Then complete the remaining fields in the window. ·         Call Park = places callers on hold until the agent retrieves them. Go to step 4. This is a special type of call queue. For assistance, please contact Technical Support
   Phone Number	Select the phone number for direct dial. Not required
   Record Calls	Select whether calls will be recorded (Yes) or not recorded (No) for this call queue. Selecting this feature after the queue has been in use will not retroactively obtain call recordings.
   Statistics	Select whether statistics will be recorded (Yes) or not recorded (No) for this call queue. This will allow for statistical reports to be run in the Call Center section of the web portal. Selecting this feature after the queue has been in use will Not retroactively obtain call queue data.
   Message to Agent	Enter the message that will be sent to the agent (i.e., “Here's a call from the emergency support queue.”) You can configure this setting after adding the call queue.

    

    
3. For Type… 
   • If you clicked Park, click Save to complete this procedure. 
   • Otherwise, click Next to display the Pre-Queue Options tab and proceed to the next step.
4. Complete the fields in the Pre-Queue Options tab.
   
   

   Pre Queue Options

   Setting	Description
   Require agents	Select whether to require (Yes) or not require (No) agents for this call queue.
   Require Intro into MOH	This setting forces playback of the complete intro MOH before dispatch. This is useful for compliance greetings such as "Calls may be recorded,” and so on.  Select whether to require (Yes) or not require (No) the complete playback of the Intro Music on Hold for this call queue.
   Max Expected Wait	Use the slider to specify the maximum expected wait time, in seconds. If the estimated wait time exceeds this time, the call cannot queue.
   Max Queue Length	Use the slider to specify the maximum number of people that the system will allow to wait in this call queue.
   Allow Callback option	This setting allows callers to record their number, hang up, keep their spot in line, then get called when an agent is available.  Select whether the callback option is available (Yes) or not available (No) to users in this call queue.  In order to fully enable this option, the Ring Timeout must be set to a limited amount of time with the Forward if unanswered option set to “Stay in Queue”.
   Forward if unavailable	This setting specifies where to forward if pre-queue options will not allow queueing (for example, expected wait is too high). Enter where the call forwards if queueing is not available.

    

    
5. Click Next to proceed to the In-Queue Options.
6. Complete the fields in the In-Queue Options tab.
   
   

   In Queue Options

   Setting	Description
   Queue Ring Timeout	Use the slider to specify the maximum number of seconds that the call remains in the queue before timing-out.
   Agent Ring Timeout	Use the slider to specify the maximum number of seconds that the queue will ring an agent before moving on to the next agent. This value should be less than or equal to the Queue Ring Timeout value.
   Logout agent on missed call	Select whether an agent logs callers out of the queue (Yes) or does not log out callers if an agent misses a call.
   Forward if unanswered	Enter the extension, phone, or number where callers are forwarded if agents fail to answer before the Queue Ring Timeout is reached. To use callbacks, this option must be set to “Stay in Queue”.
   Voicemail	Select whether callers will be (Yes) or will not be (No) given the option to leave a voicemail if agents fail to answer when the Queue Ring Timeout occurs and Forward if unanswered is not set.

    

    
7. Click the Add button to apply these details.
    

Edit Call Queues

There may be times when you need to edit Call Queues to fine tune how callers should wait in the queue for an agent.

1. From the Call Queues page, either:
   • Click the name of the call queueneeding adjustment.
   • Hover over a call queue, and then click the Edit Queue icon.
     
2. Adjust the queue's Basic, Pre-Queue, and In-Queue settings as needed.
3. Once the changes have been made, click Save.

Delete Call Queues

If you no longer need a call queue, you can delete it from the system.

To do so…

1. Hover over the call queue and then click the Delete icon.
   
2. On the confirmation prompt that appears, click either Yes to delete the queue or No to keep it.
   

Add Music on Hold to a Queue

Upload Music

The Call Queues page allows you to add Music on Hold for call queues.

1. From the Call Queues page, hover over the call queue, and then click the Edit MOH icon. 
   
2. If needed, convert the audio file that will be uploaded to the system.
   

   DANGER: The audio file needs to be in a .WAV file, mono channel, and 8000 Hz format to be properly read in the phone system. 

   To convert your audio file, use this handy website:

   G711.org - Telephony File Converter

   When using this website to convert the file, select the “Standard Definition” option for the Output Format. 

    
3. Upload the audio file(s) from your computer using the Browse button.
   
4. Name the song using the Song Name field.
   
5. Once the audio file has been selected and named, click Upload.

Add a Message to Play Alongside Music

1. Across from the call queue needing this change, click the Edit MOH icon.
   
2. To add a message to that queue, click the Add Message button.
   
3. Using the Add Message modal, select from the following options: 
   • Wait Status Updates - Select if this message should let callers know their estimated wait time and/or their current queue position.
     
     

     ✔ A saved Wait Status Update message will appear in your list of messages:

     

      
   • Text-To-Speech - Type up a message and then select a voice to read off the message using voice synthesis. 
     
     • After a message is typed up, the different voices can be tested by clicking the Play icon. 
   • Upload - Click the Browse button and select a properly formatted audio file to upload into the system.
     
     

     DANGER: The audio file needs to be in a .WAV file, mono channel, and 8000 Hz format to be properly read in the phone system. 

     To convert your audio file, use this handy website:

     G711.org - Telephony File Converter

     When using this website to convert the file, select the “Standard Definition” option for the Output Format. 

      
   • Record - Use the Call to Record feature to send a call to an extension number or 10-digit phone number that will record what is said by the person answering the phone.
     
4. Repeat Steps 3 and 4 for each additional message you would like added.

Manage Agents

The Call Queues page allows you to add, edit, and delete agents for call queues.

To view and edit the agents in a queue, navigate to the Call Queues page, hover over the call queue, and click the Edit Agents icon.

Add an Agent

1. Click the Add Agent button.
   
2. Use the Add Agent(s) by drop-down to either add an agent by their User or by their specific phone.
   • Add by User - Adding an agent by their User will ensure the call queue follows their answering rules.
     • Forwards will be followed.
     • The user's other devices will ring if set in a rule.
   • Add by Phone - Adding an agent by their phone will have the call queue ignore their answering rules and ring just the device selected. Select more of the user's devices to ensure their other phones ring as well.
3. In the Agent Extension box, type and select the name or extension number of the agent to be added.
4. Type and select the names and extension numbers of other agents to be added.
5. Use the Status drop-down to select whether the agent(s) will be immediately Online or Offline in the queue.
6. Select the remaining settings for the agent(s).
   

   Agent Settings

   Setting	Description
   Wrap up time	Use the slider to specify the amount of time the agent is allocated to complete paperwork after finishing a call and before a new call is dispatched.
   Max Simultaneous calls	Use the slider to specify the maximum number of calls an agent can take at one time. This will almost always be 1.
   Order in Linear Hunt	Sets the dispatch order. If a call is dispatching, it will go to the available agent with the lowest order.
   Queue priority for agent	Sets weighting for an agent that is servicing multiple queues. If you have an agent servicing two queues and both queues have a person waiting, for example, the agent will get the call from the queue whose priority is highest (lowest number).
   Request Confirmation	Enables or disables request confirmation.  Choices are: ·         Enabled = Requires the agent to confirm that they want to receive a call each time a call is dispatched to them in the queue. ·         Disabled = Agent does not have to confirm the call.
   Auto Answer	Enables or disables auto answer. This feature can only be used in Linear Hunt and Round Robin queues. Choices are: ·         Enabled = Agent's phone answers automatically (not all phones support this feature). ·         Disabled = Agent's phone will not answer automatically.

    

    
7. When the agent is ready to be added, click Save Agent.
8. Repeat this process for any additional agents.
9. Once all agents have been added, click Done.

Edit an Agent

While viewing a queue's agents, you can edit the settings of an agent. To do so…

1. Hover over an agent and click the Edit Agent icon.
2. Edit the Settings for the agents as needed.
   

   Agent Settings

   Setting	Description
   Wrap up time	Use the slider to specify the amount of time the agent is allocated to complete paperwork after finishing a call and before a new call is dispatched.
   Max Simultaneous calls	Use the slider to specify the maximum number of calls an agent can take at one time. This will almost always be 1.
   Order in Linear Hunt	Sets the dispatch order. If a call is dispatching, it will go to the available agent with the lowest order.
   Queue priority for agent	Sets weighting for an agent that is servicing multiple queues. If you have an agent servicing two queues and both queues have a person waiting, for example, the agent will get the call from the queue whose priority is highest (lowest number).
   Request Confirmation	Enables or disables request confirmation.  Choices are: ·         Enabled = Requires the agent to confirm that they want to receive a call each time a call is dispatched to them in the queue. ·         Disabled = Agent does not have to confirm the call.
   Auto Answer	Enables or disables auto answer. This feature can only be used in Linear Hunt and Round Robin queues. Choices are: ·         Enabled = Agent's phone answers automatically (not all phones support this feature). ·         Disabled = Agent's phone will not answer automatically.

    

    
3. Click the Save Agent button when adjustments are complete.

Remove an Agent

If you have an agent that is no longer needed in a call queue, you can easily remove them. To do so…

1. Hover over an agent, and then click the Remove Agent icon.
2. When a confirmation prompt appears, click Yes to delete the agent or No to retain the agent.
3. Repeat this process for additional agents needing to be removed.
4. Click the Done button.

Convert Agents

To easily switch how your agents are added to the queue, you can click the Convert Agents button.

Doing so will switch how the agents are added. Agents added by phone will convert to added by user and vice versa.


You will notice that in the images above, after converting the agents to 'users' from 'phones', the system removed the web phone (101wp) since 101 will simultaneously ring their web phone now.

Check an Agent's Status

The color-coded status (person icon) will change color depending on the User's status:

• Green = Available
• Gray = Offline
• Red = Busy on a call

If an agent is showing as Offline but should be Online, or vice versa…

1. Click the Edit Agent icon. 
2. Use the Status drop-down to select the agent's status.
   
3. Click the Save Agent button.
4. If needed, repeat this process for any other agents.
5. Click the Done button.