How to add a queue

Queues provide an easy way to manage who takes a call, and they also add extra functionality.

Login to Metis, then under Voice Control Panel, click on Queues.

There are two tabs in this option.

Panel Description
Manage Show the status of all queues
Add Create and configure a new queue

What is a Queue

A queue is a group of users/extensions within your company to which calls are routed. The queue then has specific rules applied to it, such as ring strategy, Dial timers, and service level targets (how quickly a call should be answered). You can also include the playback of sound files and set rules for when and how often they are played to the caller.

Add Queue

Use this to add a new Queue.

queue form

Give your queue a name, and choose from the options.

choose your queue extensions and options

Then, submit to create the new queue.

The new 'Engineering' queue

Queue Options

Ringing Strategy Options

Ring Strategy Description
Ring All Ring All Members Simultaneously
Round Robin Ring all members one at a time and repeat

Round Robin remembers the last agent for a new call, so the last person to take a call will not get the next one. 

Service Level Target

This feature is used in conjunction with the Metis > Dashboard functionality. It allows you to configure the Queues target 'Answered by' time. Values are from 10 seconds to 60 seconds in 5-second increments.

Redial After

If the queue uses the round-robin strategy, this option sets the ringing time for each member before moving on. If using the Ring All strategy, this option sets how often the system checks that extensions in the queue have been freed to accept another call. Values range from 10 seconds to 60 seconds in 5-second increments.

Announcement - A sound file that will be played to the caller whilst waiting for the call to be answered by an extension.

Follow this guide to add files. How to add an audio file or IVR recording

Announcement Frequency - How often the 'Announcement' file is played. Values range from every 20 seconds to every 90 seconds.

Members Can Take Multiple Calls - When turned to 'YES', this option will try to deliver multiple calls to extensions simultaneously. The default is 'NO'


Manage Queues

This screen allows the user to Modify, Delete, or View the extensions associated to a given queue. Choose the required option from the action column.

View Extensions

This option shows the extensions associated with the queue in the ACTIVE tab. The INACTIVE tab shows all other extensions under the account that are not associated with the queue. To add more queue extensions, use the Action dropdown's modify option.

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us