August 4, 2017

How to setup Call Queue Groups

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A call queue group is a basic simultaneous Hunt Group with the ability to queue up to 25 calls at network level should all users be engaged. Each Call Queue Group can be customised with it’s own welcome and comfort message as well as it’s own hold music, and has the added capability of a user breakout.

Charge is only applied to a user who can be part of a Call Queue Group. Therefore you could have 3 users over multiple groups and only be charged for those 3 users, rather than users per group.

Anonymous Call Rejection & Call Queue Groups – If a user in a Call Queue Group has Anonymous Call Rejection enabled and a “withheld” caller reaches the front of the queue, the call will not be delivered to the user with Anonymous Call Rejection, even if that user is available. The call will wait until another user without Anonymous Call Rejection enabled becomes available.

Please note: Call Queues are chargeable per user. Please speak to your Account Manager if you wish to utilise this feature.


 

Setup Call Queue Group

Step 1 – From the Call Groups drop down in the menu, select “Call Queue Group”.

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Step 2 – Select “Add”.

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Step 3 – Select the site, what you want the group to be called and assign it a user name, and what you want the outbound number display to be and then click “Continue”.

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Step 4 – On the options screen, select the maximum amount of calls that you want in the call queue group, apply user settings and, if you wish, set up the overflow settings. Click “Continue”.

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Step 5 – Select the users which you want in the Call Queue Group, click “Add Selected” so that they move to the box on the right hand side of the screen and then click “Continue”.

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Step 6 – Find an available number that you have on your HPS Company to assign to and type in a free extension and then click “Finish and Show List”.

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Add Users Call Queue Groups

Step 1 – From the Call Groups drop down in the menu, select “Call Queue Group”.

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Step 2 – Select the Call Queue Group that you want to add a user to and click on the “Edit” button.

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Step 3 – Click “Users”.

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Step 4 – Select your users that you wish to add to the group and then click “Add Selected”. If you’re wanting to remove a use, click on the “X” next to the user name. Click “Save” once you’re done.

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