Behavior
Primary Agents
List of agents that are assigned to the call queue.
Extensions That Cad Add themselves
Extensions can dial a star code that will add or remove them from a call queue
Behavior Features
- Number of logged in agents required to allow log out
- Agent recovery time in seconds
- The amount of time before the agents extension will ring
- Duration for flagging missed calls
- Show missed call on phones what a caller hangs up
- Allow additional calls on agent - even if in a call
- Allow agents to divert incoming calls
- Allow multiple calls to ring agents in parallel
- Agent selection Algorithms
- Random
- Longest idle first
- Redirection for suspected SPAM calls
- Ring melody for agents
- Maximum number of calls
- Custom caller-ID to show to agents
- Auto add caller to address book
- Automatically add CMC
- Paging for incoming calls
- Log out agents at midnight

Note: Call Queues can not dial all extensions/agents at once like a Ring Group can.
Monitoring
Monitoring features:
- Send instant message to extensions
- Send daily CDR report email addresses
- CRM account
- Record incoming calls to call queue
- Action URLS for connecting (Custom development accounts)
- Enable call pickup via BLF
Redirection
You can redirect callers under certain Service Flags
Caller Setup
Audio
- Ringback tones
- Music on hold
- Background music
- Gap between announcements
- Queue position announcement
- Minimum number of callers for Queue Position announcement
- Announce automatic recording
- Announce estimated wait time
Upload Messages
You can have up to 10 messages for a Call Queue.
Callback Options
You can offer your caller a Call Back option. Where the caller is offered the option for the system to call them back, without them losing their place in the queue.
- Offer call back key
- Default is pound key #
- Announcement durations
- Custom dialplan for outbound calls
Post-Call Survey
You can offer callers a Post-Call survey after they are done with the call.
- Survey Method
- Ask for 1-5 star rating
- Redirect to survey number
- Ratings that trigger a redirection to a manager
- Redirect number
Caller Options
If you have a recording for this call queue, and there are additional options, we can set them as caller options. Caller Options are the same thing as IVR Options.