In this article, we will show you how to modify your queue setup, including adding & removing members, changing the ring type and modifying your audio files.
If you need to create a new Queue, please speak to Jet Support using the Contact Support button on the right.
To view or edit your queue settings, navigate to Telephony and select Queues. This will bring up a list of your current queues and the information for each setup.
Please note that there will be a short delay before any Queue changes will be active.
A queue setup contains the following options:
Queue Name - Name your queue something descriptive, as this will show up in your reports and your callflows.
Music on Hold - the music or audio file that callers will hear as they are waiting for their call to be answered. Files can be uploaded as mp3 or wav files.
Ring Strategy - your ring strategy defines how you would like the queue to behave. Please note: if an extension is unavailable (ie: not logged in or on a call), they will not receive a call from the queue. Our 3 strategies are:
Order Configured Extensions will be dialled in the same order they are listed in the “Extension(s) Assigned to Queue” box.
Click and drag within this box to change order.
Round Robin Round Robin will still follow the order your extensions are configured, however new calls will start dialling from where the most recently completed call left off, rather than from position 1 every time.
Eg: if a call went through extension 1, tho be answered by extension 2, the next call would start from extension 3.
Simultaneous All extensions will call at once.
Dialling Cycle Time - this is the time in seconds before your queue operations will refresh. This includes:
Adding any newly available extensions
Dialling the next extension in the queue
Note - Dialling Cycle is to do with your Ring Strategy, not the queue timeout. To set a queue timeout, please do this in the Queue widget on your callflow.
Announce Position - This will announce the position of the caller in the queue. There is no choice of voice for this option. The audio will play every Dialling Cycle at the frequency you set (eg: every 3 Dialling Cycles).
You can choose to select Prioritise Position Changes, which will inform the caller if there has been a change in their queue position. If you select this option the caller will be informed of any queue position change at the completion of the next Dialling Cycle. For more information, see the Common Uses section at the bottom of this article/
Periodic Announcement - This option allows you to add an audio file that will play for any callers in the queue. This will play every Dialling Cycle at the frequency you set (eg: every 3 Dialling Cycles).
Whisper - Call Whispers are a short audio file that plays to the agent who answers a call. Whispers are used to let the agent know information about the call before speaking to the customer such as the number that was called, which IVR option was selected or the marketing source of a call.
Wrap-Up Time - this is the minimum time in seconds that extensions will be left in a busy state in order to complete any call wrap up activities. When this time expires, extensions will become available for any new calls coming through when the Dialling Cycle elapses.
Extensions Available/Assigned to your queue - use this option to add or remove users from your queue setup.
Delay - this option allows you to delay certain extensions from joining the ring strategy for a certain amount of time. This operates differently based on the ring strategy you have selected:
Order Configured The queue will call Extension 1, then move to extension 3 (extension 2 is still delayed for another 10 seconds).
It will then call Extension 1 again, followed by Extension 2 (who’s delay has expired by now), followed by extension 3, then continue 1 → 2 → 3 as normal.
Round Robin Similar to Order Configured, however, Round Robin may start from a different point, based on where the previous call left off. Simultaneous All users with 0 delay will call at once.
With a Dialling Cycle time of 20 seconds, Extension 2 remains delayed for the first cycle and will become available when the Dialling Cycle refreshes for the second time, at 40 seconds.
Adding or Removing ExtensionsTo change who is in your queue, locate the queue you need to change and select Edit.
Use the selectors to add or remove members, and click and drag within the active box to change the order if needed.
Click Save to make these changes live.
Why do some extensions show as different colours?
Extensions will show as a different colour based on if they have any delays on them.
Extensions coloured dark purple have no delays applied in this queue, whereas extensions coloured light purple have a delay configured.
All delayed extensions will show as the same colour. Please open the queue settings to view the delay times per user.
My extension isn’t calling in the queue as expected?
Check if there are any delays on your extension, or if the Ring Cycle is set to call other extensions first. If all Queue configuration is correct, follow our troubleshooting articles for the Jet Phone here.
What if I don’t select any custom On Hold music?
Jet’s default on-hold music will play.
I’m using my queue on multiple Callflows and I want to have a different Whisper message for each Callflow?
There is only one Whisper option available per queue setup. To have different Whisper options, you will need to create multiple queues and customise at this level.