Queue - How to Create and Manage

Create a Queue

A new Queue can be added through the Queues section. In case the Queues section is not visible to you, it is recommended to reach out to the support team for assistance.

Open

Click on New queue to get started

Open

Enter the name and description

The queue name will be displayed across various tools such as VoiceHub, Mobile App, and Reporting.

The description serves as an additional information field exclusively visible in the VoiceHub.

Queue Timezones

All timetables related to the queue are applied based on the chosen timezone.

Settings

You have the option to adjust the timezone and language of your queues in the settings even after they have been created. In addition, you can access various basic settings such as the maximum queue length, as well as more advanced settings like the storage duration for recordings. A more detailed explanation of the settings can be found here.

Adding a Phone number

Every queue requires a phone number. Phone numbers can be added from the "Phone Number" section. Instructions on adding a phone number can be found here.

Service Open

A schedule defines the opening hours of the queue. By default, the queue remains open at all times. They can be defined in the schedule if there is a need for specific opening hours.

Click on the arrow and select a timetable

You have the option to select either a global timetable, which can also be customized, or a queue-specific schedule by choosing "Edit local timetable". These local timetables are not displayed in the timetable section and are restricted for use in any other queue. Instructions on creating your own global timetable can be found here.

List of Timetables are presented

A variety of global timetables are available for selection, including system-level schedules managed by Enreach. System-level timetables are recognizable by the cogwheel icon beside their name.

Adjustments to timetables

Additionally, adjustments can be made to the timetable or converted to local time once it has been implemented. You can also remove the timetable by clicking on “Clear schedule”.

For clarity, if you’ve used a global timetable it will say “*global” beside its name or “*system* if you’ve used a system timetable. If there’s nothing beside the name, then its a local timetable and affects only this specific queue.

Exceptions

Exceptions are utilized to temporarily open and close service queues or manage specific actions such as prompts, transfers, and schedules within a queue.

Choosing your exception type

There are three different types of exceptions to choose from: Exception, Exception When Closed, and Emergency Exception. A more detailed explanation for each type of exception can be found here.

Voice Prompts

Voice prompts designated for the queue are specified under the "Voice prompts" section. A prompt is a pre-recorded message played to the caller during a phone call.

Various prompts can be set up within the queue, categorized into six types: announcements, welcome, in queue, service closed, no agent available, and default overflow. Instructions on creating your own voice prompts can be found here.

Announcement Prompt

Upon entering a queue, customers will be greeted with an announcement that cannot be interrupted. These prompts serve to provide callers with important information, such as recorded messages.

Please note that there is no default prompt set for the announcement.

Setting the prompt

Clicking the arrow will reveal a dropdown menu. You have the option to pick a global prompt, which can also be defined, or a queue-specific prompt by selecting "Edit local prompt".

These local prompts won't show up in the “Voice prompts” section and are solely for that specific queue.

Choose a desired prompt

A list of global voice prompts are presented, where your preferred one can be selected. This includes system-level voice prompts, which are maintained by Enreach. They are recognizable by the cogwheel icon beside their name.

Welcome prompt

When a customer joins a queue, a welcome prompt is typically played. This prompt may be interrupted, for instance, by transferring the call to an agent. It's important to note that there is no predefined prompt for the welcome message.

In Queue prompt

The "In queue" prompt is typically played after the Welcome prompt and will be looped. It usually includes background music and occasional announcements. There is a system default music and prompt set up for this purpose.

Service Closed prompt

When a caller dials the queue, while the queue is closed, a “service closed” prompt is played. There is a system default prompt in place.

No Agents Available prompt

The prompt "No agents available" is triggered when the maximum waiting time in the queue has been exceeded. Please note that there is no default prompt in place.

Default Overflow prompt

The Default Overflow prompt is a pre-recorded message played in a queue when the maximum waiting time is exceeded. It serves as a notification to callers. There is no predefined prompt for this situation.

In-Queue IVR

IVR, or Interactive Voice Response, is a system that allows callers to select services by pressing specific digits, directing calls to destinations like queues, callbacks, or other IVR menus.

Also, a queue can include menu choices. For instance, callers can be directed to a callback by pressing a designated key. Instructions on configuring In-Queue IVRs and creating a new IVR menu can be found here.

Call Overflows

Call Overflows refer to the process where incoming calls are redirected or transferred from a service queue under specific conditions, such as when the queue is closed or when there are no available agents to handle the call. This redirection can be configured to overflow calls to different targets, play prompts, or take specific actions based on predefined settings and criteria. Instructions on how to add overflow rules can be found here.

Callback Service

The Callback service enables customers to submit a callback request. More detailed instructions can be found here.