Broadcast, Hunt, and Rollover call groups can also be configured as Queue Groups provided the required licenses have been applied (Call Queuing is an optional add-on feature set). Callers can be provided with a looping announcement that tells them their position in the queue.
When provisioning Call Groups (Broadcast, Hunt, and Rollover), Tenant Administrators must check Queue in the General Information section of the Call Group Details page.
When Tenants check the Queue box, they must also configure the following:

When configuring users as members of Call Groups, Tenant Administrators must check Agent in the Services section of the provisioning page (User Details). Only Agents can be members of Queue groups.

Initial Greeting

After the specified number of rings, callers hear the Initial Greeting.
Select the Initial Greeting from the drop-down list. The default is Company Default.

Wait Announcement

The Wait Announcement is played to callers while they are in the queue. It starts to play when the Initial Greeting has finished playing or immediately after the specified number of rings when the Initial Greeting is set to none.
To configure the Wait Announcement, follow these steps:

  1. From the drop-down list, select the announcement to play. The default is Company Default.
  2. Enter the number of minutes to play the announcement before sending to call coverage.

Position Announcements

Position Announcements tell callers their place in the queue at a configurable interval. Position announcements comprise prefix (required), the number, and suffix (optional). The prefix announcement plays before the position announcement; the suffix announcement plays after the position announcement. For example, the announcement "You are currently caller number 3. Please stay on hold to maintain your place in the queue." breaks down as follows:

Prefix

Position Announcement

Suffix

You are currently caller number

3.

Please stay on hold to maintain your place in the queue.

To configure the Position Announcement, follow these steps:

  1. Check Enable position announcements for this group.
  2. Enter the interval between announcements in seconds. The value must be between 10 and 300. The default is 30.
  3. From the drop-down list, select the announcement prefix. The default is Company Default.
  4. From the drop-down list, select the announcement suffix. The default is Company Default.

Configure Call Group Call Coverage for this group.