1. Description

Here you can enter general information about the Queue.

Consists of fields (Fig.1):

1. Name;

2. Calendar;

3. Stop list;

4. Priority;

5. Strategy;

6. Team;

7. Ringtone;

8. Pre-executive schema;

9. After-executive schema;

10. Grantee;

11. Tags;

12. Description.

Open

Fig. 1. General tab

1.1. Name

The name of the Queue is entered here. The name must be unique.

1.2. Calendar

Here you can choose which Calendar the Queue runs on.

When you click on the Calendar field, a drop-down list opens from which a choice is made. If the required Calendar is not displayed, use the Calendar field to search.

How to create a new Calendar can be found here.

1.3. Stop list

Here you select a list of Members who will be automatically rejected - the blocklist. 

When you click on the Stop list field, a drop-down list opens from which a choice is made. If the required list is not displayed, use the Stop list field to search.

How to create a new call list can be found here.

1.4. Priority

Determine which Queue to service first. The higher the number, the higher the priority.

1.5. Strategy

The strategy of getting the Member into the Queue. This only applies to outbound Queues (Dialers) but does not affect inbound Queues and chats. There are the following strategies:

• FIFO (First In First Out) - those Members who are in the Queue the longest are connected to the agent. When re-entering the Queue, the Member takes a position, taking into account the time of the repeated call;

• LIFO (Last In First Out) - those Members who have just entered the Queue are connected to the agent (least time in Queue). When re-entering the Queue, the Member takes a position, taking into account the time of the repeated call;

• Strict FIFO (First In First Out) - first, there will be one attempt to connect all Members from the Queue with the agent, after which repeated attempts will be made.  Those Members in the Queue for the longest time are connected to the Agent during repeated attempts. When re-entering the Queue, the Member takes the last position.

1.6. Team

Here you can choose a Team that will work with this Queue. If you do not select a Team, any free Agent that matches the Skills will be chosen.

1.7. Ringtone

The file selected here is played to the Subscriber after the Subscriber answers the call by picking up the handset.

When you click on the Melody field, a drop-down list opens from which a choice is made. If the required media file is not in the drop-down list, you can use the Melody field as a search field.

You can look here at how to upload a new media file.

1.8. Pre-executive schema

Here you select which Flow schema will be worked out before dials start. 

When you click on the Pre-executive schema field, a drop-down list opens from which the Flow is selected. If the required flow is not in the drop-down list, use the Pre-executive schema field as a search field.

How to create a new Flow schema can be found here.

1.9. After-executive schema

Here you select which Flow schema will be worked out after the end of the conversation. 

When you click on the After-executive schema field, a drop-down list opens from which the Flow is selected. If the required Flow is not in the drop-down list, use the After-executive schema field as a search field.

How to create a new Flow schema can be found here.

1.10. Grantee

Calls from this Queue will automatically inherit the rights of this Role.

When you click on the Grantee field, a drop-down list opens from which the Role is selected. If the required Role is not in the drop-down list, you can use the field as a search field.

How to create a new Role can be found here.

1.11. Tags

The tags for this Queue are entered here.

1.12. Description

The field for entering a description of the Queue.

2. Opportunities

2.1. Change the Queue Name/Priority/Description 

2.2. Change the Queue Calendar/Stop list
/Strategy/Team/Grantee/Pre-executive schema/After-executive schema