Finding An Agent

Updated: April 8, 2024

Go to: Contact Center > Queues

In our last article, Queue Info, we covered creating a queue name, description, and extension. Let's continue with the second of four main parts: Finding An Agent.

Call Distribution Strategy. This feature provides multiple call distribution strategies for agents in the queue.

• Ring All At Once - Rings to all available agents at the same time.
• Round Robin (Longest Wait Time) - Rings the agent that's been waiting the longest.
• Round Robin (Fewest Calls) - Rings to the agent with the fewest calls completed.
• Rond Robin (Random) - Rings to available agents at random.

Auto Answer. When enabled, this feature allows queue calls to be directly answered and connected to an agent. For example, if a queue call is placed, based on the Call Distribution Strategy, the system searches for an available agent and instantly connects the caller to the agent without ringing the agent's webphone. Enabling this feature disables "Ring All At Once" and "Agent Ring Timeout."

Agent Ring Timeout. This refers to the amount of time given before the call attempt moves on to the next agent. The value is set in seconds.

Queue Timeout. This refers to total time given on a queue call with no answer before it moves on to the failover destination or hangs up if no failover is selected. The value is set in seconds.

Maximum Callers. This refers to the maximum number of callers allowed in the queue. If the max is reached, new callers will be immediately redirected to the failover destination.

Caller Can Enter Empty Queue. This feature provides the option to accept or reject new callers if the queue has no available agent members.

• Yes - Callers can enter the queue with no agent available or only unavailable agent members.
• No - Callers cannot join the queue if there are no available agent members.

Allow Follow Me Calling. This is a call forwarding feature that redirects calls to alternate agent destinations. Enabling this feature will forward calls to an agent Ring Group and redirect to other destinations such as other Phones or External Phone, etc.

Next Article: Waiting For An Agent