The Inbound Voice Queues page displays all inbound queues currently set up. The maximum number of Inbound Voice Queues that can be set up is limited by contract, but can be increased with a call to the UniVoIP Account Management Team.
A new inbound queue requires configuration, prioritized member Extensions, and a custom Hold Treatment. Even when the Queue is in use, the Administrator can return and edit any of these three aspects.
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Inbound Voice Queue changes are effective with the next call to arrive in this Queue. Changes to the queue configuration are not effective until you click Save Details. |
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Field Definitions
• Extension: this Queue's extension within silhouette. Any calls routed for any reason to this extension are answered and distributed by this Voice Queue.
• Name: Voice Queue name. Also seen in the silhouette portal on the ACD Applications page.
• Note: As authored on the Queue Info page.
• Priority: when an Agent serving two or more Queues becomes available to answer a call, the Queued call from the highest priority Queue (smallest integer) is delivered before any calls waiting in lower priority Queues.
• Members: number of member agents for this Queue.
Actions
• Add: click to add new voice queue.
• View: select a queue and click to view inbound voice queue details without making any changes.
• Edit: select a queue and click to modify the Queue details.
• Delete: select a queue and click to delete the Queue.
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Delete Action: This also deletes the Voice Queue from the Admin Portal on the ACD Applications page. Within a few hours the SIP terminal created for this Queue also disappears from the Phone Inventory page. |
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