Enswitch - Set All Devices for a User to Ring Using a Call Queue
Discover how you can have all of the devices for a user to ring by creating a call queue for that user.
Table of Contents
Allow All of the Devices for a User to Ring
If one of your users has not ever had multiple devices ring and they are not part of a call queue, they can be set to have multiple devices ring using a call queue. Each device that is added has to be registered to its own Telephone Line. This special call queue can be set to just ring that users' registered devices by ringing each device's telephone line.
✔ This call queue can be owned by that user so that they can add more devices' telephone lines to the queue whenever they have a new device added and registered.
Configure a Call Queue for a User
As an Enswitch Admin, you can add call queues for your users that can be used to ring multiple devices for a user. To do so…
1. Navigate to Features → Queues.
2. Click the New >> button.
3. Fill in the following information for this user's queue:
– * Name - A unique name for identifying the queue.
– Description - A note that is displayed alongside the queue's name in the list of queues.
– Owner - Allows a user to edit the queue even if they are not an admin.
– Destination priority order - Determines how the queue will ring agents. These options include…
– Linear - The queue will ring agents with the highest level of priority.
– Smart linear - The queue will ring the last level that answered before ringing linearly.
– Circular - The queue will ring starting at the next level from the level that handled the previous call.
– Smart Circular - The queue will ring the last level that answered and then continue ringing circular.
– Destination order within priorities - Choose to either ring the next available line in a priority grouping or ring all available lines in a grouping at once.
– Ring destinations for - Select how many seconds a call will ring to each destination. When a destination does not answer, the call is returned to the queue to ring the next destination.
Note: If call screening will be enabled, set this time to at least 20 seconds.
– Allow destinations to forward calls - It is recommended to leave this set to no to avoid causing loops.
– Screen calls - Choose whether or not to screen calls.
✔ When set to yes, the destination will be asked if they will accept the call. This can help mitigate ghost and spam calls.
– Music on hold - Use this option to select if callers should hear music or ringing while waiting in the queue.
– Record queue events - Allows events in a queue to be recorded if queue statistics are enabled.
– Show in control panel - Choose whether or not to show this queue and its status in the Control panel page of the web portal.
Set Up Exit Options
As a safeguard, settings that reference the When exiting queue, forward to option can be set up that can tell the queue how to handle calls that meet certain conditions.
Use these following fields to configure when callers will follow the queue's exit option: – There are already calls in the queue - This acts as the maximum queue length. Choose how many callers can wait in the queue at a time.
✔ When additional calls try to enter the queue when it is full, the extra callers will be sent to the destination set in the When exiting queue, forward to option.
– Maximum hold time is reached - Set how long callers will be able to wait before the queue exits them out of the queue according to the When exiting queue, forward to option.
– No destinations are logged in or entering the queue - Decide if callers should follow the When exiting queue, forward to option when there are not any destinations logged in to the queue when a call is made to the queue.
Add a Message for Callers Waiting in the Queue
Sometimes it may be necessary to have a message played for callers as they wait in the queue.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/14020/direct/1685476975954-image.png)
To add in a message, you can either…
– Select a sound file saved in the Sounds page (Features → Sounds) of the web portal.
– Upload a .wav file created from a recording or text-to-speech.
DANGER: To upload a .wav file, it is recommended to ensure the file has been converted to the proper format (.wav 8Khz, Mono, 16-Bit PCM).
If needed, please contact our technical support team to set up this message by calling (469) 429-2500 or emailing support@spectrumvoip.com.
Uploading an incorrectly formatted audio file can result in unexpected, potentially catastrophic issues for your phone system.
Once a message has been added in, a new setting will appear in the Queue settings section: Play message to queued calls.
To have this message play to callers waiting, use the Play message to queued calls drop-down to select Yes.
✔ Once the queue has been configured, make sure to click Save.
Now you should be able to see the user's queue listed in the Queues page.
Add Devices to the Queue
Now that a user has a queue of their own, the devices that ring will need to be added. Since each device is registered to its own telephone lines, those telephone lines will need to be added as destinations for the queue.
As an Enswitch Admin, you can easily add more telephone lines to ring in a call queue. To do so…
1. Navigate to Features → Queues.
2. Click the name of the queue.
3. In the Destinations section, click Add a destination.
4. On the New destination page, use the Destination drop-down to select Telephone line.
5. Use the drop-down to select the user's telephone line that will be rung.
6. Use the Available for calls drop-down to select if the destination should immediately be available for calls.
7. Use the Priority drop-down to select the priority of this destination. By default, the priority is 1, so each agent can receive an equal number of calls.
8. Click the Save button.
9. If needed, click Add another destination to add more agents for the queue.
Check the Statuses of the User's Devices
When you add a new agent to a call queue, it is best practice to check that their status is showing correctly using the Queue Panel.
One of the most commonly reported issues for newly added agents is their status being stuck as Unavailable 0:00.
To check and correct your new agents' statuses in the Queue Panel…
1. Navigate to Control panel → Queue panel.
2. Click the Options icon to open the Panel options menu.
3. To show only a specific queue and its agents, use the Show only queues option to select the queue(s) to show in the queue panel.
4. Click the Save options button.
5. In the confirmation prompt, click OK.
6. Minimize the menu by clicking the arrow icon.
7. Click the agent whose status is showing incorrectly and select Set other work in all queues.
8. Click the agent again and select the status the agent should show with.
Route Calls to the Call Queue
Now that this user has a call queue that will ring their devices for calls, the call queue will need to be able to be contacted.
One of the main ways of contacting a user internally is by calling their feature code, which is usually a 3-digit version of their extension number. Another way of contacting a user is by calling their Direct Inward Dialing (DID) number. Using either of these methods, we can make the new call queue accessible for callers.
Create a Feature Code that Dials the User's Call Queue
To create a new feature code that will route internal calls to the user's new call queue…
1. Navigate to Features → Feature codes.
2. Click the New >> button.
3. Fill in the following boxes: (fields marked with * are required)
– * Feature code: This must be a combination of numbers and/or * (for example, *123 or 123).
Quick Tip: The most commonly used feature code for contacting a user is a 3-digit version of that user's 7-digit extension.
For example, user 0125101 may prefer to use 101 as their feature code.
DANGER: Do NOT use a N11 number, such as 911, 211, or 411.
– Description: This text is displayed next to the code in the list of feature codes.
– Owner: This person may edit the feature code even if they are not an administrator.
– Screen calls: When set to Yes, the person answering is asked if they want to accept the call.
– Allow callers to enter this feature code in attendant and IVRs: When set to yes, this feature code can be entered in the auto-attendant and IVR menus.
– Caller name: Allows users on a SIP telephone to see which feature code the call came from. If not set, the caller name supplied by the caller will be used.
– Caller name modifies existing name: Determines whether the caller name setting above replaces the caller name supplied by the caller, prepends to it, or appends to it.
– Music on hold: When selected, users who dialed this code and are on hold will have music played back to them.
– Default destination: Use the drop-down to select Queue.
– Queue - Use the second drop-down that appears to select the user's call queue.
4. Click the Save button.
Edit an Existing Feature Code that Dials a User
If this user already has a feature code, we can adjust where their feature code routes calls. To do so…
1. Navigate to Features → Feature codes.
2. Click the Feature Code that needs to be edited.
3. Edit the following options:
– Description: This text is displayed next to the code in the list of feature codes.
– Default destination: Use the drop-down to select Queue.
– Queue - Use the second drop-down that appears to select the user's call queue.
4. Click the Save button.
✔ Now when that feature code is dialed, the call queue will receive the call and ring the user's devices.
Reroute the User's DID Number
One option for routing a user's call is a Direct Inward Dialing (DID) number. If a user already has one, you can reroute that DID to route calls to the user's call queue instead of a specific device's telephone line.
1. Navigate to Features → Numbers.
2. Click the user's phone number.
3. In the Route calls to section, use the Default destination drop-down to select Queue.
4. Use the second drop-down to select the user's new queue.
5. Click the Save button.
✔ You should now see that user's DID number listed with it routing to the new queue.