Getting Started

Call queues allow multiple phones to ring in a group when a call queue extension is called. Use the links below to jump to the section you are interested in. 

1. Adding a Call Queue

2. Adding and Managing Agents

3. Remote Agents ─ Cell Phones and Landlines

1. Adding a Call Queue

Initial Queue Setup

Login to the MTS portal ─ https://phone.meridiantech.ca
Select the Call Queues tab and click on the  button to get started

Fill in the required criteria including a unique name and extension number for the queue. Below will provide a brief definition of the various options.

• Round-robin (longest idle) ─ Routes callers to the available agent that has been idle the longest
• Tiered Round-robin ─ Very similar to round-robin, but provides the option to group different tier levels of agents
• Ring All ─ Routes callers to all available agents at the same time
• Linear Hunt ─ Routes callers to the available agents in a predefined order ─ Order is defined when editing the queue's agents
• Linear Cascade ─ Routes callers to groups of available agents in a predefined order ─ Order will be defined when editing the queue's agents
• Call Park ─ Places the caller on hold until an agent retrieves them

Additional Options

• Phone Number ─ Numbers that are assigned in the phone number inventory to go directly into that queue
• Record Calls ─ Choose whether or not all calls coming through the queue will be recorded ─ Please note, if you are not already recording calls, charges may apply.
• Statistics ─ Enabling will allow queue statistics for the Call Center Supervisor Reporting

Once you have configured your options press  to move onto the next step
 

Pre Queue Options

Pre Queue options are different settings that will effect the call prior to ringing any agents.

• Require agents ─ Calls will only go into the queue if at least one device is online ─ Calls will go to the 'Forward if Unavailable' destination if requirements are not met
• Max Expected Wait ─ The time in seconds before the queue is unavailable to new callers ─ When the queue's average wait time reaches the maximum expected wait
• Max Queue Length ─ The maximum amount of callers allowed in the queue before it's full and unavailable to new callers
• Forward if Unavailable ─ Option will be used if the queue reaches the maximum wait or the queue is full the

Once you've selected that press to configure the In Queue Options

In Queue Options

Different options will be available based on queue type chosen. Hovering your mouse over the icon will display a brief description of the setting.

• Queue Ring Timeout  ─ Set the Queue Ring Timeout for how long the queue will attempt to ring agents before following an exit option.
• Agent Ring Timeout ─ How long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout.
• Agents to Ring Initially ─ The number of available agents to ring based on their predefined order. This is the first group of agents in the linear cascade.
• Agents to Add After Timeout ─ Number of additional agents to ring after all of the first group of agents has been called
• Log Out Agent On Missed Call ─ Logs out an agent out if they miss a call ─ This will log the agent out of all queues they are part of
• Forward if unanswered ─ Destination of the call if the Queue Ring Timeout is reached ─ If left blank and Ring Timeout is reached, caller will be asked if they would like to leave a call back number

Once everything is set to match your criteria, press ADD to finish setting up the queue. You can always go in later to adjust these settings as you see fit.
 

 Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set.

2. Adding and Managing Agents

The best way to add, remove, or edit agents in a queue is to select the Call Queue Tab, then select next to the queue you wish to modify:


You will get a new window that will display the current agents in the queue:

To add an agent to the queue select Add Agent at the bottom of the window. A description of the available options are below.

• Agent Phone ─ This is the extension number of the agent, or a specific device (like a mobile app) for a specific agent
• Status ─ Controls the current state of the agent in the queue ─ select 'Online' if you want them to start taking calls right away
• Wrap up time ─ Time after completing a call before the agent is available to take another call
• Max Simultaneous Calls ─ How many calls will be sent to the agent's phone at once
• Request Confirmation ─ Force the agent to press "1" to accept a queue call after answering
• Auto-Answer ─ Queue calls will play a tone and the agent will automatically connect with the caller ─ Will only work on select devices

Linear Cascade/Hunt

Linear Hunt and Queue Priority control what order the phones ring in (smallest to largest, so an agent with Linear Hunt order 1, will ring before an agent with an order of 2).

When finished press to add the agent to the queue

3. Remote Agents - Cell Phones and Landlines

Remote agents will not count towards some queue statistics.
YOVU Call Queues have the ability to also add external phone numbers as Agents into a queue. To do this, select Add Agent in the Edit Agent window and type in phone number you'd like to add to the queue.

• Ensure the status is Online if you want this remote phone to begin taking calls right away.
• We recommend enabling Request Confirmation for the remote agent ─ Prevents the remote voicemail from picking up the call