Steps to create Inbound Call Queues:


To create an inbound call queue please follow the steps given below:


Step 1: On the left-hand side of the screen, click on the Phone System.



Step 2: Now that you have landed on the Phone System Page, you should be able to see some new options available under the Phone System. To create an inbound call queue, again on the left-hand side of the screen and below the Phone System button, there is a new button that is now active called Inbound Calls as shown in the screenshot below.



Step 3: As a next step, on the top right-hand side of the screen, click on New Queue.



Step 4: Next, fill in the fields that show up on your screen.

  1. Name your call queue.

  2. A brief description of the call queue (optional).

  3. Associate DID to your call queue. There is also an option to purchase a new DID.

  4. Assign an agent to this call queue.

  5. Assign Campaign to this queue.

  6. Ring Strategy: Round Robin/Ring All

Round Robin: The system will call the agents one by one in a round-robin fashion.

Ring All: The system will ring for all the agents simultaneously, whoever answers the phone first the call will be directed to that agent.

  1. Wrapup Timeout is the time in which they have to wrap up that inbound phone call.

  2. Max Ring Time Duration: In the round-robin setup, max. ring time duration is the max. time the phone will ring and then pass on to the next agent before it is disconnected. In the all ring setup, max. ring time duration is the max. time the phone will ring simultaneously for all the agents before it is disconnected.

  3. Timeout Destination is the action you want the system to perform if the call is not answered by any agent.

  4. After Hours Destination is the action you want the system to perform if the inbound call outside of your working hours. As a final step, hit Create Queue at the bottom of the screen.