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.
Give your queue a name, and choose from the options.
Then, submit to create the new 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.