1.4 - Call Queues (V2)

Now that you learned how to add agent accounts to your manager app you need to tackle the last step: add the agents to a queue so they can accept incoming calls. (In case you are integrating outbound calls only this won't be necessary as you won't use a queue. Of course, in case any of your customers want to call you back this becomes relevant for you after all.)

Finding and creating queues

Like with agents, you can add as many queues as you want. For instance, if you think back to the first chapter, we theoretically implemented an IVR with three selections: Sales, Support, Tech. For each of these three departments or teams you could create a separate queue. And this is how you do it:

  • Go to Routing & queuing > Queues
  • Click on "Add" to create a new queue

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Queue selections

After you added the queue, you need to add a selection so the queue knows who to forward the calls to. There are many ways to do this:

  • adding the agent's group to the queue
  • agent tags
  • selecting agents by name
  • or any combination (this can get rather complex)

So let's get a bit more concrete: As stated above, all agents are in the group _all. Therefore, if you want any agent to take incoming calls, you could create a selection based on the group "_all". The screenshot below shows you the the settings.

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Besides selecting the group, you also have to add a trigger to make it work. For the beginning just select "Always" (you type in the drop down field to find a particular trigger). This means that this group of agents will under all conditions receive this call. 

Further readings

If you feel like learning more, here are some further articles explaining more advanced selection and queue mechanisms. 

But don't feel pressured. You may dive deeper if you want but there is no need to do so at this point. We'll get to all these more advanced setups soon enough.

For now, you completed section 1 of chapter 2. Congratulations! You now know about Call Flow Modules, Triggers, Agents, the babelConnect app and Queues.

You are ready for section 2: building your first basic call flow.

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