Overview

This article describes the process of configuring a Call Queue service in Broadcloud's Admin Portal.

Prerequisites

• Access to the Admin Portal.
• The phone number that will be used for the Auto Attendant has already been provided and added to the Broadcloud platform.

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• Access to the Parent Admin Portal.
• Auto Attendant's DDI has been ordered.
• DDI has been added to the Broadcloud platform and assigned to the Auto Attendant service.

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Solution

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To access the Admin portal as the customer:

1. Log into the Parent Admin Portal.
2. Navigate to Admin > Customer Service Tool.
3. Input the customer's name in the Customer field and press Enter.
4. If a match is found, the customer information is displayed. Click on the Access CAP option at the top.
   

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1. In the Admin Portal, navigate to Advanced Services.
2. Go to the Call Routing tab and click on Call Queues.
3. Locate the Call Queue that needs to be configured using the Phone Number (DDI) and click on the Actions button.
4. Select the Edit Service option. 
5. In the Incoming Calls tab:
   1. Enter the Call Queue Name.
   2. Update the Extension.
   3. Enter the Caller ID. This is a label that will be shown to agents as part of the Caller ID on incoming calls to the queue.
   4. Click on the Edit Call Forwarding option and select one of the following options:
      • Do Not Forward.
      • Call Forwarding Always: Forward all calls to a specified number.
      • Call Forwarding Selective: Forward calls received at specific times to a specific number.
   5. If Alternate Numbers need to be added, enter the number in the Find Phone Number field and select it from the list of options.
   6. Click on Save.
6. In the Language tab, select the desired language for audio announcements and click on Save.
7. In the Queue Settings tab:
   1. Choose the call queue size.
   2. Configure the Overflow settings.
   3. Click on Save.
8. In the Call Routing tab:
   1. Select how you want the phones to ring:
      • All at once: Rings all agents at the same time.
      • One at a time: Rings agents, one at a time.
        • Top Down: Rings the agent configured at the top of the “Assigned” list first, and then the agent listed beneath, in sequential order.
        • Circular: The order of the agents in the “Assigned” list represents the order in which the agents’ phones will ring, beginning with the individual that follows the last agent receiving a Call Queue call.
        • Longest Idle: Rings the agent who has been idle (i.e., not on a call) the longest.
        • Weighted: Route calls to agents based on their pre-configured weight (percentage) assignments. Click on Set Weighted Percentages and use the slider to assign the percentages.
   2. Check the Mark calls as bounced after set number of rings option to configure the number of rings a caller hears before the call is bounced. Also, enter the number of rings.
   3. Check the Bounce if agent becomes unavailable option to bounce a call being sent to an agent if they become unavailable while the call is en route.
   4. Check the Alert if call on hold for set wait time option to notify an agent if a call they received from the queue was put on hold for longer than the configured time. Enter the time in seconds.
   5. Check the Bounce if on hold for set wait time option to bounce the call from the agent if the caller was placed on hold by the agent for longer than the configured time. Enter the time in seconds.
   6. Click on Save.
9. In the Agents tab:
   1. Select all agents from the Find and Assign drop-down list.
   2. Click on Save.

Testing

After the Call Queuing service has been configured, agents that have been assigned will receive calls as specified in the Call Routing tab.