This article will show you how to use a Queue widget as part of your callflow.
Before you can use any queues in your callflow, you must first create your setup on our Queues page.
Please view the articles below for more information on setting up Queues.
Once you have a call queue set up, you can use this in your callflow.
How to use a Queue in your callflow
Step 1 - Under the Phone System menu, select Callflows.
Step 2 - Find the callflow you want to modify and click the edit button.
Step 3 - Click on the widget selection box and drag a greeting widget to the canvas.
Connect the widget at the point in the callflow that you want it to play, for example, just after your call Greeting.
Step 4 - Click on the Queues widget, then use the Queue dropdown to select the Queue you have already set up.
Step 5 - Set your queue timeout.
Timeout refers to how long a call can stay in the queue. Once the call has been waiting in the queues for the number of seconds specified in this field, it will then pass through the option for Timeout.
Callers can also be sent straight to your timeout option if your queue is at capacity.
For example: if your queue has 2 phone users in it and the capacity is set to 4, then both phone users can be on the phone with 4 callers waiting in the queue. They will wait in the queue for the amount of time specified in your Timeout field.
If these 4 calls have not been answered yet, caller number 5 will be sent straight through your callflow structure for the Timeout option on your queue widget. This is because there was not enough capacity to queue this caller behind the existing 4 waiting.
We recommend always setting a voicemail at the end of your timeout to ensure these callers are not lost.
Step 6 (optional) - Configure any escape prompts.
Escape prompts are caller inputs that can be used to push the caller out of the queue to a different process. For example, they could press 1 go straight to voicemail (see image below) or press 9 to return to the previous menu if you have an IVR.
To set up an escape prompt, select Add Queue Escape Prompt. Select the number of your escape option and type the corresponding action or option in the box next to it. (eg: Voicemail or Return to Menu).
REMEMBER - If you are setting up a Queue escape prompt, you will need to let your callers know that this option exists.
If you are using custom music on hold, you can include this in the messages, or you can use the Periodic Announcement feature in your call queue setup.
More info on this feature can be found here: Understanding your Queue Setup
Step 7 - Connect your Queue widget nodes.
Connect your Answered node of the Queue to go to a hangup widget, and send your Timeout and any Queue Escape options to the correct locations.
In the image above, we have a standard Queue setup with a press 1 for voicemail option. You can see that both Timeout and the Queue Escape option are going to a Voicemail widget to ensure all callers that are not spoken to by an agent are able to leave a message.
Step 8 - Complete your callflow.
Once you have completed the flow for each prompt of your IVR the callflow should be at 100%. If it is not at 100% you can click on the percentage to see what needs to be added to your callflow.
You can save the callflow as a draft OR save as available to make the change live on all associated phone numbers.
Saving your callflow automatically creates a new version so that you can easily roll back any changes.