{"id":1327,"date":"2024-08-16T20:04:18","date_gmt":"2024-08-16T20:04:18","guid":{"rendered":"https:\/\/support.smartcitytelecom.com\/?post_type=ht_kb&#038;p=1327"},"modified":"2024-08-16T20:04:19","modified_gmt":"2024-08-16T20:04:19","slug":"call-queue-rules-2","status":"publish","type":"ht_kb","link":"https:\/\/smartcitynetworks.com\/hvsupport\/article\/call-queue-rules-2\/","title":{"rendered":"Call Queue Rules"},"content":{"rendered":"\n<p>Here are our queue rules.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Call Queues can be configured and modified only by users with a scope of Office Manager, Call Center Supervisor, or higher.<\/li>\n\n\n\n<li>Call queues need to have a numerical name.<\/li>\n\n\n\n<li>You must assign a dedicated extension\/owner.<\/li>\n\n\n\n<li>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 <strong>New<\/strong> label to the right of the dialog box.<\/li>\n\n\n\n<li>Queues must have Music on Hold files uploaded to them, otherwise, domain default Music on Hold will be played.<\/li>\n\n\n\n<li>Agents can only be added once a call queue has been set up.<\/li>\n\n\n\n<li>Call queues can contain both on-net and off-net agents.<\/li>\n\n\n\n<li>Only online agents can be part of an active queue.<\/li>\n\n\n\n<li>If a device is not registered, the agent will be considered offline.<\/li>\n\n\n\n<li>Icon colors represent agent status:<ul><li>Gray: Offline<\/li><\/ul><ul><li>Green: Online<\/li><\/ul>\n<ul class=\"wp-block-list\">\n<li>Red: Online but currently taking a call<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Agents that are part of multiple queues can prioritize one queue over another.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Here are our queue rules.<\/p>\n","protected":false},"author":1,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[64],"ht-kb-tag":[453,145],"class_list":["post-1327","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-call-queues","ht_kb_tag-call-queue-rules","ht_kb_tag-call-queues"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Call Queue Rules - Smart City Networks Support<\/title>\n<meta name=\"description\" content=\"Call Queue Rules. 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