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Adding an Inbound Phone Queue

Virtual Contact Center categorizes phone queues by the direction of phone calls.

Defining an inbound phone queue involves the following steps:

Defining an inbound phone queue begins with specifying primary properties such as queue name, default priority, post-processing time out, and more. The Properties tab allows you to specify these properties.

To define queue properties:

  1. Click Queues in the Configuration menu.
  2. Click or Inbound Phone in the Queues main page.

    The Properties tab for the inbound queue opens.

  3. Enter the desired properties.

    Table 17: Summary of Queues page, Properties tab options

    Properties tab option Description

    Queue type

    Read-only reminder of the type of queue.

    Queue direction

    Specifies if it is inbound or outbound. Applicable to phone media only.

    Queue name

    Type the name of the queue.

    Default Priority

    Choose the priority for this queue, where 1 specifies lowest priority and 10 specifies highest priority. This defines the priority for interactions of all media.

    By default, Virtual Contact Center prioritizes the queues as follows:

    • Phone queue= 8 (highest default priority)
    • Chat queue= 6
    • Voicemail queue = 4
    • Email queue = 2 (lowest default priority)

    Based on your business needs, you can assign the desired priority for each queue.

    Transfer Incoming Calls To

    To have the Virtual Contact Center transfer phone interactions from this queue to an external telephone number (one not being managed by the contact center), select Transfer Incoming Calls To then type the external telephone number as follows:

    • In the United States:

      1+three-digit area code+seven-digit phone number


    • Outside the United States:

      Country Code+phone number

    • May contain optional dashes, spaces, or parentheses


    Post Processing Timeout

    Choose how much time Virtual Contact Center waits before assigning a new interaction from the queue to an agent who has just completed an interaction.

    The post processing timeout enables agents servicing the selected queue to perform any necessary post-interaction tasks before receiving a new interaction.

    Choose Manual to enable agents assigned to this queue to use their Agent Console to explicitly make themselves available for new interactions.

    Voice Recording %

    Specify the percentage of interactions from this queue recorded by the Virtual Contact Center.

    Waiting Music

    Choose the audio file played when a caller must wait for an agent to become available.

    The Waiting Must lists all files defined in the Audio Files tab. For more information about the Audio Files tab, see Configuring Recorded Greetings, on page 1.

  4. Click Save.

After specifying the queue properties, you are now ready to assign members to the queue.


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