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TrueACD™ Queues

Getting Callers To Your Company Departments Using TrueACD™ Queues

Elsewhere on this website, we discuss the features and uses of an ACD Queue. Once you have one, though, you’ll need to know how to best use and manage it.

You start by adding an ACD Queue in the Config Wizard. The Config Wizard is accessible from the Admin tab of the Virtual PBX web interface, or vConsole, in the Advanced Configuration page of the Auto Attendant section.

The first thing to do is to activate ‘Skills Based Routing’ which allows a lot more changes to be made. Go into ACD Queue configuration, which can be found from the admin tab, in the ACD Queue section. Later, you’ll be able to see the status of any agents in the queue from here, and log people in or out of the queue. For now, though, you want to select ‘Config” to configure the queue.

There are a lot of options here, and it might be helpful to click the help buttons to learn more about how each of these can help you. The one we came for, though, is activating Skills Based Routing, under Advanced Configuration page of the ACD Queues. Once this is active, then when you choose ‘Manage’ in the ACD Queue section of the Admin tab, then you’ll be able to assign your agents different call priorities, decide who gets to monitor, manage, or configure the queue, and block certain agents from certain queues.