Phone Numbers are assigned to a group of agents using Queues. Calls to a group can either be directly routed to a Queue or dynamically routed through a Call Flow to a Queue. While a Queue could contain a single agent, consider using Extensions to route calls to a specific agent.
Create a Queue
The Queues subtab can be found from Conquer Voice Workspace → Call Flows → Queues. Queues are created by clicking "Create Queue".
Name - Displayed on the canvas in the Call Flows Builder and the list of Queues in Conquer Voice Workspace.
Denali Banner Text - Banner text appears in the Conquer Voice softphone when an agent receives a call.
Denali Banner Color - Like banner text, the color shows in Conquer Voice when an agent receives a call and is helpful to quickly visually distinguish which queue an agent is receiving a call from.
Disposition Group - Determines which dispositions are available to the agent who answers the call. Disposition Groups are created and managed in DS Management → Settings.
Enable/Disable Group Ring - Direct call to all agents at the same time
Enable/Disable Re-offer Call - If an agent declines an offer, they will be re-offered the call if no other agents are available.
Hold Timeout (in seconds) - Amount of time caller is on hold before being directed to the next step.
Ring Back Tone - What the caller hears while the call is ringing. Options include music and ringing.
Inbound Ringtone - Tone that the agent hears when they receive an inbound call.
Call Waiting Ringtone - Alternative ringtone that the agent hears when they receive a call while on another call.
Audio Notifications - Browser based audio notifications enable ringing whether Conquer Voice is connected to an agent session or not. Headset based audio notifications enable ringing only when an agent is already connected.
Primary Group - The first group that the call will be delivered to. You have the option to exclude offline agents and set agent timeout (in seconds). You can also enable call caps which will limit the amount of calls an agent can receive in a day from this queue. If no one else is available, they will still be offered the call.
Failover Groups - You can set as many as you need. Any agent in a failover group that has already been offered this call, will not be offered again.
Configure Standalone Extension options
Note: Standalone options are used when a Phone Number is assigned to a Queue without involving a Call Flow. The options configured here will supersede settings of the same type from above only when the Queue is linked directly to a Phone Number.
Voicemail Inbox - Email address for voicemails to be sent to when the caller leaves a message.
Inbound Greeting - An announcement played to the caller before the call is sent to ring for the agent(s).
Voicemail Greeting - The recorded message played before a caller is able to leave a message.