UC Office Manager Manual

UC Office Manager – 7 Call Queues

This covers the basic call queuing functionality.  Very complex call centre queues are also possible as an option.

To access queues, select the call queue icon

There are some basic concepts that are important:

  • Call queues can be configured and modified only by users with a scope of Office Manager/Call Center Supervisor or higher.
  • Only once a call queue is set up can agents be added.
  • Call queues can contain both on-net and off-net agents.
  • Only online agents can be part of an active queue.
  • If a device is not registered then the agent will be considered to be offline.
  • Icon colors represent agent status; grey – offline, green – online, red – online but currently taking a call.
  • Agents that are a part of multiple queues can prioritize one queue over another.
  • Queues must have music on hold files uploaded to it; otherwise, domain default music on hold will be played.
  • You must assign a dedicated extension/owner.
  • Queue agents are device based, not user based.
  • Each device under the same user needs to be added as an agent to ring. For example, if user 100 has 2 devices, 100 and 100a, adding 100 as an agent will not ring 100a even if 100 is set to ring all its devices
  • When setup, and agent can be set as Online.  This means that they will not need to log in and out of the queue.

Adding Call Queues

Click the Add Call Queue button. The Add a Call Queue pop-up window appears, with the Basic tab displayed.

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 (recommended 670-699 for consistency)

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.

● 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. 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. Then complete the remaining fields in the window.

● Call Park = See call parking  (there are no further options if Call Park is selected)

Phone Number Select the phone number
Record Calls Select whether calls will be recorded (Yes) or not recorded (No) for this call queue.  See call recording for more details
Statistics Only used for complex call centre queueing.
Message to Agent Enter the message that will be sent to the agent (for example, “ Here’s a call from the emergency support queue. ”)

You configure this setting after adding the call queue.

Adding/Editing Pre-Queue Option Settings

 

Setting Description
Require agents Select whether to require (Yes) or not require (No) agents for this call queue to accept calls.
Queue Audio Select either music on hold or ringback tone. This can only be changed when setting up a queue.  To change on existing queue, see Music on Hold section below.
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 enter 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.
Agents will use the Call Queue’s Caller ID when making the callback.
Forward if unavailable This setting specifies where to forward if prequeue options will not allow queueing (for example, expected wait is too high or no agents). Enter where the call forwards if queueing is not available.
Forward if Unanswered Enter the extension, phone, or number where callers are forwarded if agents fail to answer before the Queue Ring Timeout occurs

Adding/Editing In-Queue Option Settings

 

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. If Forward if Unanswered is enabled, the call is handled according to the Forward if Unanswered setting. If Voicemail is enabled and Forward if Unanswered is disabled, the system prompts the caller to stay in the queue or go to voicemail.
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 the Queue Ring Timeout value.  (Not available if “Ring All”)
Initial Agent Group Select initial group of agents (only used for Linear Cascade).  All agents with the chosen number and below will ring.
Agent Group to Add after Timeout After the agent ring timeout, Select next group of agents (only used for Linear Cascade).  This is additive to the intitial group, so if the initial group was 5, and this is set to 10, all agents 15 and below would ring.
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. (Not available if “Ring All”)
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.

Editing Call Queues

  1. From the Call Queues page, either:
    – Click a name
    OR
    – Hover over a name, and then click the edit icon at the far right of the Call Queues page.
    Either step displays the Edit pop-up window.
  2. Perform the procedure starting with step 2 under “Adding Call Queues.”

Adding Music on Hold to a Queue

The Call Queues page allows you to add Music on Hold for call queues.  Click on the music icon, and the Music On Hold page appears.  the system music on hold will be used if no music is added.  Companies often want callers to hear a message about their products rather than music. This can be achieved by setting up a customer music on hold for the queue.

In some cases, you may want callers to hear a ringtone rather than music on hold.  This can be setup when a new queue is added only.  This is useful when an incoming call goes directly to a queue, and callers may be confused hearing music after dialing.  If the queue was not setup initially with ringback instead of music on hold,  use a “ringback tone” as the music on hold for the queue.

Note:  If a call is passed directly from one queue to another when times out, the music on hold does not change and will continue with the MOH from the first queue.

Working with Agents

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

  1. Click on the agents icon next to the queue. 
  2. Click on Add Agent
    1. Click Save. The color-coded status of the new agent is displayed:
      – Green = available
      – Gray = offline
      – Red = on a call
    2. Click Done.

Adding/Editing Agent Settings

Setting Description
Agent Phone Select a phone of an agent to add to the queue.
Status Select whether the agent is ready to take calls (Online) or not active (Offline).  This status can be changed by the agent logging in and out.
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. For call centre agents, this would normally be 1.  If the queue is by a group of users who act as a receptionist for incoming calls, this may be set to 2.  This would allow the user to put a call on hold and take the second call.
Order in Linear Hunt Sets the dispatch order. If a call is dispatching, it will go to the available agent with the lowest order.  (Linear Hunt or Linear Cascade queues)
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:

● Checked = requires the agent to confirm receiving the call.

● Not checked = agent does not confirm the call.

Auto Answer Enables or disables auto answer. Choices are:

● Checked = agent phone answers automatically (not all phones support this feature).

● Not checked = agent phone not answer automatically.

Agent Login /Logout

Agents can be set as online or offline when adding an agent.  The agent can change this status:

  • *88 – Log in to all queues that a member of (go online)
  • *89  – Log out of all queues (go offline)

A “Queue Toggle” button can be added to Yealink phones allowing the user to login and out of all queues, and show the status,

Remember, this is by device, not by user.