How to Create a Reception Queue

How to Create a Reception Queue

Background

There are several use cases for using ACD Queues for Reception positions:
- Admin wants to see reception performance across one or more agents (ScopSTATS)
- Admin wants to record calls (ScopSTATS)
- Caller ID prefixes can be added to inbound caller id's prior to call answer (this helps operators answer callers with appropriate responses).
- Admin wants Extensions|User Options ignored when Reception positions are ringing to guarantee call routing.

This doesn't have to be a Reception queue it could be departmental.
Examples:
Parts
Service
Sales
English
French

Configuration

Create a queue and name it (avoid special characters).




Announcements aren't needed, configure Members





Configure EACH Fallback/Overflow rule to send calls to a destination like Voicemail





Queue Options need to be configured so that:
- agent login/unavailable conditions won't effect callers in the queue.
- Ring Instead of playing MoH? : [x] is enabled so the queue will ringback instead of playing back music
- Queue name Prefix is added for inbound callerid indication per queue
- Monitor Call can be enabled if required
- Maximum Waiting time is configured as the CFNA timer (Call Forward No Answer)






Agent Options:
-Ring In Use is enabled so that the agents receive concurrent calls instead of FIFO (First In First Out).



Add/Save your configuration when complete and the Reception Queue is added as an object to multiple telephony configurations.
Add to call routes accordingly.

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