This article describes the steps to set up Call Queue Call Handling.
Call queues allow you to distribute calls to custom groups or departments you set up. Create a call queue when you want a specific group of users (such as Sales, Support or Billing) to share incoming calls. Each call queue can have an extension or direct (local or toll-free) number of its own. You can define specific business hours for each call queue and set up email or text message notifications of any missed calls or voicemail messages.
NOTE: Only Account Administrators or a Call Queue Manager can set up and configure call queues.
1. Access the Call Handling Section of a Call Queue
2. Set Up the Call Queue's Call Handling Rule
3. Set Up Call Queue Business Hours Call Handling
a. Decide how calls get transferred to group members
b. Configure Audio While Connecting
c. Configure Hold Music
d. Configure member availability and hold times.
4. Set Up Call Queue After Hours Call Handling
Select the Call Handling for Calls received during after-hours:
• Play Greeting and Disconnect
• Send Callers to Call Queue Voicemail
• Unconditional Call Forwarding
• Connect to a Specified Extension
