Queue element

Modified on Tue, 25 Jun at 3:16 PM

The Queue element is used in the call scenario to organize and process incoming calls in the order determined by the system. In addition, the call queue allows you to prioritize those calls that require immediate resolution or are more important to the organization.

When the company's phone number is connected, a call scenario with a single queue is automatically created.

To add a new queue, click on the Call queue block in the menu on the right.

Configure the queue element:

Select the queue for the call to go to.
✅ Note:
If you need to create a new queue, go to the queue list. To do this, click on the link Create queue. See more at Setting up a queue.
If no one from the staff answered the call after a certain waiting time, and you want the customer's call to be forwarded somewhere, check the Limit waiting time for this queue box and select the number of seconds after which the call will go to another direction. If the Limit waiting time for this queue checkbox is unchecked, the Queue element will be the endpoint of the route.
Click the Add Item button.
Set up exit from the queue, if you want the customer's call not to be lost if none of the operators could answer the call.

The Queue element in the call scenario also allows you to manage the waiting time for calls in the queue and the frequency of requests for operator connection with customers. You can specify a time interval for the queue, after which, if none of the staff could answer, the call will be redirected further along the route, and set up an exit from the queue. Thus, the customer's call will not be lost.

✅ Note:

If the time interval is not set, the call will not end until the subscriber disconnects or is answered.

Exit from the queue

If all subscribers in the queue were busy, and no one could answer the customer's call, it can be lost. To prevent this, it is necessary to correctly set up the exit from the queue in the routing scenario: specify the maximum waiting time and the route to which the call is directed when it is reached.

For example, you can redirect the call to another queue, subscriber, or voicemail. To do this, you need to add a suitable element after the Queue element in the routing scenario and set its settings. Add all necessary elements and connect them with arrows to set the sequence. To save the scheme with the configured elements, click the Save button.

Also see:

Queues

Setting up a queue