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.