Queue Preferences

Every call queue carries a set of preference options that shape how it behaves once calls start arriving. Use them to give queue calls their own ring tone, offer waiting callers a callback, weight one queue ahead of another, track your service level, survey callers after a call, and let callers press a key to leave the queue. Each group of settings is described below.

Distinctive ring tone

Give queue calls a ring tone that sets them apart from ordinary calls, both on desk phones and in the Cloud Voice App.

Setting	What it does
Queue Alert Info	The text Cloud Voice adds to the Alert-Info header of the SIP (Session Initiation Protocol, the signaling used to set up calls) INVITE for calls coming through this queue. When a queue call arrives, the phone reads that header and chooses the matching ring tone.
Cloud Voice App Distinctive Ringtone	The tone that plays in an agent’s Cloud Voice App when a queue call comes in. Choose a built-in tone or upload your own.

Note

• Custom ring tones are managed under PBX Settings > Voice Prompt > Custom Ringtone.
• An uploaded custom tone applies only to the Web and Desktop versions of the Cloud Voice App for queue calls. The Mobile app instead uses whatever ring tone is set inside the app itself.
• If the caller already has a distinctive ring tone assigned in the agent’s Cloud Voice App contacts, that contact tone takes priority over the queue tone.

Callback

Let callers who reach a busy queue hang up and keep their place in line, so the system rings them back when an agent frees up.

Setting	What it does
Request Callback Method	Chooses how a caller in a busy queue asks to be called back.
Digit to press	The key a caller presses to request a callback while the queue is busy. Available only when Request Callback Method is set to Triggered by caller input.
Timeout (s)	How long, in seconds, a caller waits in the queue before Cloud Voice automatically offers the callback option. Available only when Request Callback Method is set to Auto triggered after the timeout.
Callback Outbound Prefix	The outbound-route prefix Cloud Voice uses to dial the caller back.
Callback Timeout	How long a pending callback stays reserved in the queue. If no agent becomes available within this window, the callback request is cancelled.

Caution

Every agent in the queue must have permission to use the outbound route named by Callback Outbound Prefix, or the callback will fail.

Callback Timeout offers two ways to set the reservation window:

• Enable Queue’s Maximum Waiting Time: Reuse the value from Queue > Basic > Maximum Waiting Time (s).

  

• Custom: Enter your own window in the Timeout (s) field. The value must be lower than the queue’s Maximum Waiting Time (s).

Priority queue

When an agent belongs to more than one queue, weighting decides which queue’s calls that agent takes first.

Setting	What it does
Weight	The queue’s starting weight, from 1 to 999. A higher number means higher priority. Cloud Voice compares the weights of the queues an agent serves and hands calls from the heavier queue over first. For instance, a call in a queue weighted 2 is answered sooner than one in a queue weighted 1.
Enable Acceleration Weight	Raises a queue’s weight dynamically based on how long a call has been waiting, so calls sitting in a lower-priority queue don’t get stuck behind higher-priority traffic indefinitely.
Acceleration (s)	How many seconds a call must wait before its queue weight climbs by 1, from 10 to 1800. Longer-waiting calls gain weight and get answered sooner.

With acceleration enabled, Cloud Voice works out the effective weight from the starting weight and the call’s wait time:

Queue Weight = Weight + (Waiting Time / Acceleration) × 1

Note

If the calculation produces a decimal, the result is rounded.

Service level agreement

Set a target answer time for the queue, tracked as a service level agreement (SLA), and have Cloud Voice alert you when performance slips below it.

Setting	What it does
SLA Time (s)	The longest an agent should take, in seconds, to answer an incoming call. The default is 60 seconds.
Evaluation Interval (min)	How often Cloud Voice compares the queue’s SLA performance against the alarm threshold and, when needed, sends a notification email.
Alarm Threshold (%)	The service-level threshold for the queue. The default is 80%.

Satisfaction survey

Ask callers to rate the service they received once the agent hangs up, then review the results in your reports.

Setting	What it does
Satisfaction Survey Prompt	The prompt that asks the caller to rate their satisfaction after the agent ends the call. The default is “Please rate your satisfaction with our service, press 1 for satisfied, press 2 for dissatisfied. Thank you.” Once the caller presses a key, “Thanks for your calling, goodbye.” plays.
End Prompt	The prompt played to the caller after they press a key to rate the agent. Available only when a Satisfaction Survey Prompt has been set.
Satisfaction Survey Points	The scores assigned to each key a caller can press to rate the agent’s service.

Note

Survey results let you collect caller feedback and gauge agent performance. Review the scores in the Satisfaction Survey Report and the Satisfaction Survey Details Report.

Key press event

Give waiting callers an escape route: let them press a key to leave the queue and go somewhere else.

Setting	What it does
Key	The key a caller can press while waiting in the queue to jump to a specific destination. Pair it with a Periodic Announcements prompt that tells callers which key to press.
Key Destination	Where the call goes when the caller presses the key.

The following destinations are available:

• Hang up: End the call.
• Extension: Send the call to a specific extension.
• Extension Voicemail: Send the call to the voicemail box of a specific extension.
• Group Voicemail: Send the call to the group voicemail box of a queue, ring group, or custom group.
• IVR: Send the call to a specific IVR (Interactive Voice Response), the automated “press 1 for sales” style menu.
• Call Flow: Send the call to a specific call flow.
• Ring Group: Send the call to another ring group.
• Queue: Send the call to a specific queue.
• External Number: Send the call to an outside number.
• Play Prompt and Exit: Play a custom prompt, then hang up.