Set up queues

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Queues are useful when you expect to get so many inquiries that you won't be able to handle all of them immediately. When that's the case, you need a place for inquirers to wait their turn until you're able to handle their inquiries: a queue.

Prerequisites: Before you can set up queues, you must have set up at least one queue timer profile, at least one queue opening hours configuration, at least one SIP trunk, and typically also announcements and music on hold. If you want to use failover (the ability to automatically send calls from the queue to another queue in exception scenarios), you must also have set up at least one queue failover configuration.

1. Log in to your Novus Configuration Manager, and, in the Contact center and PBX configuration section, select Queues.

2. Click Create new or click Edit next the name of an existing queue

3. Give the queue a descriptive Name and, optionally, an additional Description.

4. Select the Language of the queue, that is the language in which the queue will play audio announcements.

5. Select which Time zone the queue belongs in.

6. Select the queue opening hours configuration to use for the queue.

7. Select the queue timer profile to use for the queue.

8. Specify the queue's Weight as a number between 1 and 1000000. The higher the number, the greater the weight.

   The weight of a queue decides the priority with which Novus distributes calls from the queue to agents who are in offer mode (where calls are automatically offered to them).

   Example: Queue A has a weight of 2, and Queue B has a weight of 6. Both queues have a call that's been waiting for 10 seconds. The call from Queue A will have a total weight of 20 (2×10), and the call from Queue B will have a total weight of 60 (6×10). That means that the call from Queue B will be distributed first.

9. Specify the queue's Service goal. The queue's service goal is used to indicate (for example in agents' clients and in statistics) if calls in the queue have waited longer than acceptable.

10. If required, specify Failover thresholds:

    Failover is the ability to automatically send calls from the queue to another queue in exception scenarios, for example if too many of calls wait in the queue.

    • Failover when there are no agents present: Select this if you want to send calls to another queue if there's no longer any agents on the queue.

    • Keep queue monitored while agents are inactive: Select this if you want to keep the queue open and not send calls to another queue if all agents on the queue are inactive. Agents may select to go inactive because they need to go for a bathroom break, lunch, etc., so inactive agents will not necessarily be away for long before they select to go active again.

    • When to failover inquiries after queue becomes unmonitored: If you have selected Failover when there are no agents present, this setting determines how long to wait before sending calls to another queue after the last agent has left the queue. Specify in hh:mm:ss format, for example 00:01:10 for one minute and ten seconds.

    • Failover when number of inquiries in the queue reaches a limit: Enable this if you want to send calls to another queue if there are more than a certain number of calls waiting in the queue. Then specify the Maximum number of inquiries that you will allow to wait in the queue before you want to send calls to another queue.

    • Failover when waiting time on the queue reaches a limit: Enable this if you want to send calls to another queue if calls wait longer than a certain time in the queue. Then specify the Maximum waiting time that you will allow before you want to send calls to another queue.

    To complete the queue's failover setup, scroll a little down the page until you reach these settings:

    • Failover behavior while queue is open: If you require failover inside the queue's opening hours, select the required queue failover configuration. The queue failover configuration contains information about which queue or extension to send calls to.

    • Failover behavior when queue is closed: If you require failover outside of the queue's opening hours, select the required queue failover configuration. The queue failover configuration contains information about which queue or extension to send calls to.

11. Specify some basic information about the queue:

    • Format: Some queues specifically require a phone number in the E164 format. Some queues require a SIP URI (a type of phone number that looks almost like an e-mail address, for example sip:john.doe@phonesystem.example.org). Most queues just require a phone number, so unless you specifically know that your queue requires something else, select Phone number.

    • Number/URI: This is what callers should enter in order to reach the queue. Specify the queue's phone number or URI in the format that you selected in the previous.

12. In Audio announcements, select the queue announcement configuration to use for the queue. A queue announcement configuration contains information about which system announcements, custom announcements, and music on hold to use. It's not a requirement that you select a queue announcement configuration, but few phone queues can do without it.

13. The setting If selected, SIP updates with connected line number and name will be sent when agents answer calls determines whether callers will be able to view information about the agent who answers their call, according to what's been set up in each agent's agent configuration.

14. Specify Standby agent thresholds:

    Standby agents are agents who can be activated to help out on the queue if the call situation gets critical.

    • Minimum number of agents: Activate standby agents if the number of agents handling the queue goes below the required minimum number.

    • Activation threshold, number of inquiries in queue and Deactivation threshold, number of inquiries in queue: Specify threshold values for how many calls should wait in the queue for standby agents to be activated and deactivated.

      A value of 0 in the activation threshold field disables the threshold. If no other agents handle the queue, standby agents are always activated, regardless of these thresholds.

    • Activation threshold, waiting time of inquiries in queue and Deactivation threshold, waiting time of inquiries in queue: Specify threshold values for how long calls must have waited in the queue for standby agents to be activated and deactivated. Use hh:mm:ss format, for example 00:01:10 for one minute and ten seconds.

      A value of 0 in the activation threshold field disables the threshold. If no other agents handle the queue, standby agents are always activated, regardless of these thresholds.

15. Click Save. Make sure to assign agents to the queue.

Related: Set up queue opening hours

Related: Set up queue timer profiles

Related: Set up queue failover

Related: Set up custom audio announcements

Related: Use system audio announcements

Related: Set up agents

Related: Call distribution principles

Related: Set up SIP trunks and SIP settings