An Inbound Queue Configuration

Creating a team

To set up a queue, first of all, you need to create a team that will be responsible for handling the calls coming from the inbound queue. You have to add agents created in the Agents section to the team.

The complete process of team creation is described in the Тeams section.  

You need to select team participants from the list of available agents. The Level parameter affects the sequence of calls addressed to the agent of the team. 

In the example below we have created a team with one agent and the call strategy when the calls come first to the operator with the fewest calls.

A queue setting

More information about queues you can find in the Queues section.

This example describes the setting process of the inbound queue.

On the General tab, you have to specify a queue name (Name), select the queue work calendar (Calendar), configured in the Сalendars section, and choose created team for the queue processing (Team).

On the Timing tab, you can set the parameters for dialing an agent.

After filling in all necessary fields, a queue will be created. To start its work, you need to enable it (State), and also specify the queue identifier in the routing scheme. Routing Setup

You can find the queue identifier on the browser address bar by opening the queue settings page.