Call Queues; Creating A Queue - AMX SIP Communications Gateway CSG-500 Operation/Reference Manual

Call Queues

A call queue lines up callers and allows them to wait to speak to any group of employees taking a high volume
of calls. The feature allows you to speak to more people rather than send callers back to voice mail to leave a
message and receive a call back when time permits.
The CSG identifies which extensions under the Users tab are capable of belonging to a call queue by whether
the Is Agent option is selected. The Is Agent option indicates that the user is available to answer customer
calls. If a check mark does not appear next to Is Agent, that extension won't appear in the list of agents in the
configuration for this option.
FIG. 27 New Queue
The Call Queues page, with the Queues tab selected, lists the existing queues. None will be listed if you have
not yet created a queue. To create a new queue, click Create New Queue. Use the following steps to create a
queue. Keep in mind the purpose of the queue and how it should operate.

Creating a Queue

The extension for the queue will automatically populate in the Queue field with the next available
1.
extension. If you want the number to be something other than the automatically chosen one, enter it in the
Queue field.
Go to Options, General Preferences to see which range of numbers have been
specified for ring groups.
Next, give the queue a name that will be meaningful. The queue will be referenced by this name, so be
2.
sure to make it sufficiently descriptive as well. For example, "Technical Support" for the technical
support queue, "Sales", and so on.
You now should choose the strategy used in your queue call logic. Using the Strategy drop-down list,
3.
choose one of the following options for routing calls:
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CSG SIP Communications Gateway Operation/Reference Guide
Ring All - Rings every agent who isn't on an active call when a new call arrives. The first agent to
answer the call receives it.
Round Robin - Every available agent receives a call in turn, akin to how cards are dealt in a poker
game.
Least Recent - The agent who has been without a call the longest receives the next call.
Fewest Calls - The agent who has handled the fewest calls receives the next incoming call.
Random - Goes by the luck of the draw; any agent can receive the next incoming call.
Telephone System Configuration
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