Question
What is the expected call flow for Call Queues?
Applies To
- Admin Console
- Call Queues
Answer
Call Queues place callers in an ordered “queue” or line until the next available agent or employee can help them. Calls are offered to Call Queue members in a cyclic pattern. Members who are on a call, logged out, or set to DND in 8x8 Work will not be offered calls.
A user can receive one call at a time from the queue. Once the user is done with the call, they will be offered the next call from the queue after the configured wait times.
- The amount of time the Call Queue will wait after the end of an accepted call before offering the next call to the Call Queue member is controlled by changing the "Wrap-up time".
- The amount of time the Call Queue will wait after a call is rejected before offering the next call to a Call Queue member is controlled by changing the "Delay after not answering" setting.
Call Queues can have Primary and Secondary members. Calls will only be offered to Secondary members if no Primary members are available.
Question: Can I set up call distribution so that incoming calls ring on all phones in a Call Queue?
Answer: This functionality is not possible from a Call Queue, but it can be done from a Ring Group.
Question: How can I set up a Call Queue to ring simultaneously?
Answer: That's not a feature of a Call Queue. However, that function is available for Ring Groups.
Question: What are the differences between Call Queue in the Admin Console and VCC (Virtual Contact Center)?
Answer: Admin Console and Contact Center are two different products. Call Queues work similarly in both productions; however, there are features in the Contact Center that are not available in the Admin Console.
Question: Can I set up a key shortcut on a phone for logging in and out of a call queue?
Answer: You can set up a speed dial star code. However, 8x8 does not support the shortcut logins from phones to the Call Queues.
Question: Why does the system keep reverting when I change the call queue order?
Answer: This is by design. When a new call enters the queue, it is distributed in priority order to the primary members of the call queue group. Click here for more details.
Question: What happens to a call placed on hold when no queues are set up?
Answer: Regardless if a call queue is set up, if a caller is placed on hold, they will remain on hold until the call is picked up or the caller hangs up.
