In this article, we will show you how to create your queues, including adding & removing members, setting the ring type and modifying your audio files.
Queue setups can be very complex.
We recommend thoroughly reading our article on Understanding your Queue setup before creating or modifying your Queues.
Creating your Queue
To view 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.
To create a new Queue, click Create Queue in the top right.
Every Queue requires a minimum Queue Capacity of 2 channels to be active. If you do not have enough free channels to service a new queue, you will need to purchase more.
Please submit a request in the top right of this page to request additional capacity.
If you have existing queues, you may be able to reduce the capacity of your existing setups to free up enough capacity to create a new queue.
Now fill out the required information in the Queue form.
For every new queue, you should check or set:
- your Queue's unique name.
(Note - once you set the name for your Queue, this cannot be updated if the queue is in use by a callflow)
- your Ring Strategy
- your Dialling Cycle
Remember this is NOT your queue timeout, this is your queue operations refresh. Please review the information above if you are unsure what this means.
- your phone users in the Queue, including any delays.
Once your queue information is complete, hit Save.
This call queue will now be available for use in your callflows. Please note - any queue changes or setups will take up to 15 minutes to be live.