Here are our queue rules.
- Call Queues can be configured and modified only by users with a scope of Office Manager, Call Center Supervisor, or higher.
- Call queues need to have a numerical name.
- You must assign a dedicated extension/owner.
- If the extension you are creating for the queue is not currently present: the platform will create one and indicate this by showing the green New label to the right of the dialog box.
- Queues must have Music on Hold files uploaded to them, otherwise, domain default Music on Hold will be played.
- Agents can only be added once a call queue has been set up.
- 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, the agent will be considered offline.
- Icon colors represent agent status:
- Gray: Offline
- Green: Online
- Red: Online but currently taking a call
- Agents that are part of multiple queues can prioritize one queue over another.