Call Queue FAQ

Why do some calls come through to my phone when I'm already on a call but some do not?

This is the difference between using a Dial widget in your callflow instead of a Queue widget.

If a call is sent through your extension via a Dial widget, this will come through as a second inbound call and give you the opportunity to place the first call on hold and answer the second.

However, if a call is coming through via a Queue widget and you are on a call, the queue will recognise your extension is in a BUSY status and will hold this call in the queue for the next available agent. You will not receive a new inbound call from the queue until you have finished your current call, and the queue's Dialling Cycle has refreshed.

Why do some extensions show as different colours in my Queue list?

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, regardless of their time delay. Please open the queue settings to view the delay times in more detail.

My phones take too long to ring after a call is completed

Check your Dialling Cycle refresh time. We recommend keeping this under 15-20 seconds.

Your Dialling Cycle this is the time in seconds before your queue operations will refresh. This includes:

• • Adding any extensions that have come online (ie: completed a call) since the last refresh.
  • Adding any extensions that have served their delay period (see more information below under Delay).
  • Dialling the next extension in the queue.
  • Playing announcements.

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.

My extension isn’t calling in the queue as expected?

Check if there are any delays on your extension, if your Dialling Cycle is set too long, 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.

If all extensions with no delay are busy, will my delayed extensions be contacted faster than their delay time?

No. For any queue operations, the time delay remains in place regardless of the status of any other extensions in this queue.

What if I don’t select any 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.