Video Tutorials

Create a queue and manage agent availability

P08 - 3:01

Follow Max through the actual SessionPBX portal in an isolated demo workspace.

Transcript

A call queue holds callers until an agent can answer. In this tutorial, we’ll configure a Support queue and manage who is available to take its calls. In Call Routing, open Queues and choose Add queue. Queues require Teams Business.

Choose an unused number and a clear name. We’ll use seven hundred for Support. Select the agents who should handle these calls. The queue number needs to be different from your member extensions and ring-group numbers.

Next, choose how calls reach the agents. Options include ringing everyone, trying agents in order, and rotating between them. We’ll select Ring one by one, rotating. Choose the strategy that matches how your team shares its work.

Set the ring timeout for each attempt, and the maximum time a caller can wait in the queue. Here, the ring timeout is twenty-five seconds and the maximum wait is one hundred and twenty seconds.

Choose the overflow behaviour for callers who cannot reach an agent. We’ll use Send to voicemail and enter the monitored Support email address. Check the selected agents, then choose Create queue.

The saved row shows the queue number, strategy, maximum wait and availability count. Our two selected agents are available, and the queue is enabled. Use the edit button to change these settings.

An agent can stay in the queue while being temporarily paused. In the edit screen, select the availability button beside Jamie, then save the change. The list now shows one of our two agents available.

When Jamie is ready to take queue calls again, return to the edit screen, change Paused back to Available, and save. Both agents are available again. Before routing public calls to the queue, test an answered call and a call that reaches the overflow destination.

Read the written guide, or return to the tutorial series.