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Administrator Guide

Admin Guide to setting up ACD Queues

 

Please note that ACD Queues and ACD Queues pro are different features. If you’re interested in the Pro features, please contact our Services team at 888-825-0800 option 4.

 

Reaching ACD Queues in Your Dashboard

 
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  1. After logging in to your Dash account, click on the menu icon.
  1. Click on ACD Queues
 

Creating a Queue

 
 
  1. Click the Queues icon
  1. Click on “Add New Queue” in the upper right to add a queue. Please note that each queue is charged on a monthly basis. Please contact us if you need help reviewing your plan.
 
 
  1. First, name your queue.
  1. You will be given the option to add a number directly to the queue by buying a new number or by selecting the number from your spare numbers list. You may instead choose to assign your queue an extension number.
 
 
  1. If selecting the Assign a New Extension option, you will be shown the following search screen to see what is available. Once you have a good extension number click “select extension”, followed by the “Next - Queue Configuration” button.
 

Queue Configuration:

 
 
  1. Queue Routing Strategies - This option dictates how your queue routes calls to your agents
    1. Round Robin - Equally distribute the calls among all agents assigned to the queue in a “circular” pattern
    2. Least Calls - Offers call to the agent with the least amount of answered calls. If that number is equal to another agent’s, round robin behavior initiates between those agents.
    3. Least Offers - Adds an agent’s answered + missed calls and chooses the agent with the smallest number. If one or more agents have the same number, round robin behavior initiates between those users.
    4. Most Idle: This rings to the agent who has not answered a call in the longest amount of time.
        • If an agent logs in, they will become first in line.
        • When they return, they will be 1st in line and be slotted in at that position in the rotation moving forward.
    5. Ring All: This will ring all agents who are available in the queue.
  1. Hold Treatment: This allows you to choose or upload a media file for your customers to listen to while they are waiting for an agent to answer their call. When preparing files for use with Dash please use the following parameters:
      • MP3/Wav
      • 1 MB max file size
  1. Queue Timeout - The amount of time a call in the queue will be allowed to wait on hold, measured in seconds.
  1. Queue Call Limit: The maximum amount of calls allowed in the queue at any one point.
  1. Timeout Immediately if Empty: If toggled on, Escalation Handling (#6) will be triggered if no agents are logged into the queue.
  1. Escalation Callflow after Timeout: This is the final escalation of a call that started in this queue. You can send the call to another queue, user, device, or voicemail box.
  1. Zero(0) out to callflow: This enables/identifies where a call will route if a customer on hold presses 0.
  1. Click “Next - Agent Settings” when finished with your queue configuration
 

Agent Behavior:

Registering Users as Queue Agents

Only administrators can create, delete, and edit queues and users, but both users and administrators can be agents in a queue. Before creating a queue, ensure all users have been added to your system.

 
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  1. In the main screen of ACD Queues, you will see, on the left-hand side, a graphic of a person’s head with a headset. Click that graphic:
  1. This will lead you to the Call Center Members section where you can manage which of your VirtualPBX users are available to take calls in queues. Click on the Manage Members button to register users who you want to take ACD Queues calls:
 
 
  1. Here you will see the list of users on your account who can be assigned to the queues. Select which users you want to enable as ACD Queue agents by selecting the users from the left column, and clicking the “Add as Members” option.
  1. This list on the right are the users who have already been assigned as agents. You can select them from the right column, and click “Remove Members” if you want to remove their queue access.
 
 

Adding Agents to a Queue

 
 
 
 
  1. Click on the Queues option on the top left of your queue page
  1. Click any queue in your list to show its available options.
  1. Click on Add Agents.
 
  1. Click on the user you want to add to the queue
  1. Drag the user from the left column, to the right column - this will assign them to the queue.
  1. When you are done, click the Save Changes button in the lower-right of your screen. This will allow the staff members you have selected to take calls in that specific queue.
 
 

Managing Options for an Existing Queue:

 
 
  1. On your main ACD Queues screen, find the queue you wish to configure and click its Settings icon (image of a gear).
 
 
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  1. Here you can change the name of the queue
  1. Here you can change the queue phone number or extension number
  1. Queue Routing Strategies - This option dictates how your queue routes calls to your agents
      • Hold Treatment: This allows you to choose or upload a media file for your customers to listen to while they are waiting for an agent to answer their call. When preparing files for use with Dash please use the following parameters:
    1. MP3/Wav
    2. 1 MB max file size
    3.  
      • Queue Timeout - The amount of time a call in the queue will be allowed to wait on hold, measured in seconds.
      • Queue Call Limit: The maximum amount of calls allowed in the queue at any one point.
      • Timeout Immediately if Empty: If toggled on, Escalation Handling will be triggered if no agents are logged into the queue.
      • Escalation Callflow after Timeout: This is the final escalation of a call that started in this queue. You can send the call to another queue, user, device, or voicemail box.
      • Zero(0) out to callflow: This enables pressing #0 to redirect a call to the location specified.
  1. Agent Behavior -
      • Agent Recovery Time: This setting determines how long an agent has after ending a queue call before they are allowed to be offered another.
      • Force Away on Rejected/Missed: This setting automatically sets the user’s status to “Away” if a call is offered to them and they either reject or miss answering the call.
      • Agent Connect Timeout: This is how long in seconds the queue will attempt to route the call to the agent before attempting another agent.
  1. Click “Save Changes” when you are finished changing your configuration.
  1. Alternatively you can also click “Delete” if you wanted to completely delete the queue.
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