# Customize Queue Notification

When the call center service is running, Cloud Voice can email a queue's manager as significant events occur, such as a missed or abandoned call, a service level agreement (SLA) that drops below its alarm threshold, or a callback that is requested or fails. You decide which of these events generate an alert on a per-queue basis, so managers only hear about the situations they care about.

:::note
The queue manager is the extension designated to oversee a queue. These notifications go to that extension's email address, not to the individual agents who answer calls.
:::

## Before you begin

- The queue manager's extension must have a valid email address on file.
- System email must be configured and working, since notifications are delivered through it.

:::caution
If the manager's extension has no email address, or system email is not set up correctly, these alerts are silently dropped: no error is shown and no email arrives. Confirm both prerequisites before you rely on the notifications.
:::

## Turn on the notifications you want

1. Sign in to the PBX (Private Branch Exchange) web portal and open **Call Features > Queue**, then open the queue you want to edit.

   :::note
   The **Queue** page lists every queue on the system. Open the specific queue whose manager should receive the alerts; each queue is configured separately.
   :::

2. Switch to the **Members** tab.
3. Select the checkbox for each event that should trigger an email to the manager.

   | Option | What it does |
   | --- | --- |
   | Notify Manager when a queue call is missed | Sends the manager an email whenever a call in the queue goes unanswered. |
   | Notify Manager when a queue call is abandoned | Sends the manager an email whenever a caller hangs up before being connected. |
   | Notify Manager when the SLA is lower than its alarm threshold | Sends the manager an email whenever the queue's SLA falls below the threshold you set. |
   | Notify Manager when a callback request is made | Sends the manager an email whenever a caller requests a callback. |
   | Notify Manager when a callback failed | Sends the manager an email whenever a callback attempt does not succeed. |

   :::tip
   The SLA alarm threshold itself is a separate setting on the queue. This checkbox only controls whether an email goes out once that threshold is crossed, so set the threshold to a meaningful value or the alert will rarely (or never) fire.
   :::

4. Click **Save**, then **Apply** to put the changes into effect.

   :::note
   Changes are not live until you click **Apply**. Saving alone stores the settings but leaves the previous notification behavior in place.
   :::