This article will show you how to do the following:
Adding a new queue to the Call Center application
Click the Apps icon at the top of the page.
Click Call Center from the apps list.
Click + New Queue at the top right of the page.
Name your new queue, assign it a telephone or extension number, and then click Next at the bottom of the page.
Configure the Basic queue settings.
Set the Escalation Handling.
If desired, add any redirect options.
If callbacks are enabled, set the Caller Announcement. This is what people will hear when the system calls them back, and then click Next at the bottom of the page.
Next, set the desired Routing Strategy, and then click Next at the bottom of the page.
Setting the Hold Treatment will set what callers will hear when they are placed into the queue. Multiple options can be set, click Next to continue.
Agent Behavior is set on this page, allowing agents to have a recovery time after a call completes, with options to extend that time. Once the desired options have been selected, Click Next.
Assign any available members to the queue, if no users have been setup yet, click next and these can be added later.
Review the Call Queue settings, click the section on the left to edit or click Save Changes.