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 instead 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 - The Queue Name is displayed when selecting a Queue in the Call Flows Builder and in the Queues Dashboard.
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.
This where you can assign Agents or Agent Groups to the queue. They can be assigned through a Primary Group and multiple Failover Groups.
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.
To start assigning Agents to your Primary Group, click on the arrow icon to the right of the Primary Group label. This will open your Primary Group configurations.
Assign Agent - Select the Agent or Agent Group you want to assign as the Primary Group for this queue.
Exclude offline agents - Check this box to exclude offline agents from this queue.
Agent timeout (in seconds) - Amount of time before call is routed to the next available agent if call is not answered.
Enable Call Caps - Sets the amount of calls that Agents can receive per day for this Queue Group.
- Reset Time - Call Caps will reset at this specified time.
- Default Call Cap - When new agents are assigned to the queue, their Call Cap will be set to this default number.
- Enable Global Call Caps - Sets the amount of calls that Agents can receive per day for all Queue Groups in the Queue. When an Agent receives a call from any Queue that has Global Call Caps enabled, their cap will increment across other Queue Groups. Enabling this option will disable the configurations set for Reset Time and Default Call Cap.
When Global Call Caps is enabled, the default number will be 0. The Global Call Cap number is set through Conquer’s backend, which is set per Agent. If you wish to change your Global Call Cap number for your Agents, contact your Customer Success Manager for assistance.
When Call Caps or Global Call Caps are enabled for the Queue, you will see additional columns for Call Caps in the Queues Dashboard. Once you’ve added your Primary Group to the Queue, you can add Failover Groups. To add a Failover Group, click on the Add Assignment button.
Continue with the same configuration options for your Failover Groups. You can add as many Failover Groups as you like.
Once you’ve added all your Failover Groups, you have the option to Reorder Assignments by clicking on the Reorder Assignments button. You will be navigated to the Reorder Assignments screen. Click and drag the dots icon to start reordering your Queue Groups. This will set the priority of your Queue Groups so that your Queue Groups will receive calls based on their order.
Configure Standalone Queue 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.
Prioritize record owner - If the owner of the matched record is available, the owner will receive the call first regardless of idle time.