ACD Queues

Click on the topic of your choice below to jump to that place in this ACD Queues guide.

Reaching ACD Queues in Your Dashboard
Registering Users as Queue Agents
Adding a Queue
Adding Agents to a Queue
User Login for a Queue
Managing Options for an Existing Queue
Queue Routing Strategies and Definitions
Feature Codes
Advanced ACD Queues

Reaching ACD Queues in Your Dashboard

• You can reach ACD Queues by first navigating to the upper right corner of your VirtualPBX Dashboard. Hover over the hamburger menu (3 horizontal lines).
  
• Click on the ACD Queues menu option.
  

Registering Users as Queue Agents

Only administrators can create, delete, and edit queues and users, but both users and administrators can be agents in a queue.

• Before creating a queue, ensure all users have been added to your system.
• After the user is created, add a device to your user. The device must be a VoIP device, Web Phone, or Softphone App. If a user only forwards calls to cell phones or landlines, queue calls will not route to them. If they include forwarding in their follow-me calling settings, queue calls will skip those devices.

1. In the main screen of ACD Queues, you will see, on the left-hand side, a graphic of a person’s head with a headset. Click that graphic:
   
2. This will lead you to the Call Center Members section where you can manage which of your VirtualPBX users are available to take calls in queues. Click on the Manage Members button to register users who you want to take ACD Queues calls:
   
3. Now you will see 2 lists. A list of users not yet in the call queues on the left and the list of users who are already in the call queues.
   
4. Click to select the users you wish to work with. Then click “Add as Members” to add them to the call queues, or “Remove Members” to remove them from the call queues.
   
5. In this case we’re adding two users to the queues so the result is:
   
6. You can return to your main ACD Queues screen by clicking the icon of three stacked squares:
   

Adding a Queue

1. On your main ACD Queues dashboard, navigate to the right side of your screen and click the “Add New Queue” text.
   Please note: Adding an ACD queue will increase your bill. For pricing, please refer to the table on our Plan Comparison and Prices page or speak to a VirtualPBX Account Services team member.
   
2. Give your call queue a name.
   
3. You can add a phone number directly to the queue by buying a new number or by selecting the number from your spare numbers list. Or you have the option to assign an extension number.
   
4. If selecting the Assign a New Extension option, you will be shown the following search screen to see what is available. Once you have a good extension number click “select extension”.
   
5. You can now set the initial configuration of the queue. These options can be changed after the queue is created. (see below for descriptions of Queue Routing Strategies).
   For descriptions of behaviors and the definitions of the other queue settings please see the glossary at the end of the document.
   
6. Now you can set your default agent behaviors.
   For descriptions of behaviors and the definitions of the other queue settings please see the glossary at the end of the document.
   

Adding Agents to a Queue

1. From your main ACD Queues screen, click any queue in your list to show its available options.
   
2. Click on Add Agents.
   
3. Click to select the users that you want to take calls for this call queue.
   
4. Drag the select user/s to the right to add them to the queue.
   
5. When you are done, click the Save Changes button in the lower-right of your screen. This will allow the staff members you have selected to take calls in the queue you have now configured.
   

User Login for a Queue

1. You can reach ACD Queues by first navigating to the upper right corner of your VirtualPBX Dashboard. Hover over the hamburger menu (3 horizontal lines).
   
2. Click on the ACD Queues menu option.
   
3. To log in, click on the Begin Session in the top right corner.
   
4. By default you will be start in away status.
   
5. To begin taking calls, first click on the phone icon next to the status.
   
6. Select the devices you wish to answer calls with. You will only need to do this the first time you log in.
   
7. Now click on the status bar to set yourself to ready.
   
8. You are now ready to take calls in your call queue.
   

Managing Options for an Existing Queue

1. On your main ACD Queues screen, find the queue you wish to configure and click its Settings icon (image of a gear).
   
2. You can make changes to queue settings, including:
   • Edit the extension number or assign the queue a direct number.
   • Edit routing options, ring durations and the ability to send the call to another queue.
   • You’ll also be able to select the Voice Mailbox the call will go to if the call is not answered within the queue timeout setting.

   

Queue Routing Strategies and Definitions

Routing Strategies

• Most Idle: This rings to the agent who has not answered a call in the longest amount of time.
  • If an agent logs in, they will become first in line.
  • When they return, they will be 1st in line and be slotted in at that position in the rotation moving forward.
• Round Robin: Distributes calls around as if your users are in a circle. If someone logs in, they are slotted into the circle at a random position.
• Least Calls Offered: Adds an agent’s [Answered Calls + Missed Calls] and chooses the agent with the smallest number. If one or more agents [Answered Calls + Missed Calls] have the same number, round robin behavior initiates between those users.
• Least Calls: Offers call to the agent with the least [Answered Calls]. If that number is equal to another agent’s, round robin behavior initiates between those agents.

Other Definitions

• Hold Treatment: This allows you to assign a media file as your queue hold music or message. When preparing files for use with Dash please use the following parameters:
  • 16bit
  • Mono
  • MP3
  • 1 MB max file size
  • 54/64k audio quality
• Queue Timeout: Set in seconds how long you would like to have a caller on hold before the call goes to the next action if one is set or the call disconnects.
• Queue Call Limit: the number of callers who are allowed to wait on hold. This number is on top of callers already speaking to agents. If 0 is selected, there is no limit.
• Timeout immediately if empty: If toggled on, if no staff is logged into the queue and an inbound call comes into the queue, the system will treat that caller as if they hit queue timeout.
• Escalation Queue: This allows a next action to another queue (If a call reaches the timeout limit, the call will then be sent to the escalation queue.
  • For example, you may have a Tier 1 Queue and Tier 2 Queue, each set with their own VM box.
  • A call into T1 will escalate to T2 and if not answered the callee will be sent to the VM box for T1.
  • Calls to a queue with no escalation queue will leave a VM if set.
  • Calls to a queue with no VM set will be dropped.
  • If a call into a queue is escalated but the original queue doesn’t have a VM box assigned the call will be dropped after the escalation.
• Agent recovery time: This is the time set in seconds and is the amount of time the agent will have after their call ends before another call will be offered.
• Force away on Rejected/Missed: When enabled if an agent rejects or misses a call, they will be put in away status, until the agent marks themselves as ready.
• Agent Connect Timeout (sec): This determines the length of time the call will reach out to the agent before moving on.

Feature Codes

Agent Login *20
To login to your call queue, press *20 then press send on your registered VoIP phone

Set Agent Ready *21
To change your status to Ready to receive calls, press *21 then press send on your registered VoIP phone

Set Agent Away *22
To change your status to Away, press *22 then press send on your registered VoIP phone

Agent Logout *23
To Logout out of your call queue, press *23 then press send on your registered VoIP phone

For more feature codes, check out our feature code cheat sheet.

Advanced ACD Queues

Interested in ranking your agents by skill level? Or perhaps your Support Team is divided by escalation tiers? Our experts have experimented with all manner of queue options and are standing by to make your ACD Queues perfect for your needs. To get started, give our Sales Team a call at 888.825.0800, Option 1, email [email protected], or chat with us live here!

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