[Telco Voice] Auto-attendant call queueing

This feature is a limited release.

Telco Voice is only available to a select group of limited release participants. If you are not participating, this article does not apply!

Long calling queues have an undeniably negative impact on our customer’s experience. The Auto-Attendant feature helps to manage large call volumes through the Voice Portal.

1. In the Auto-Attendant, add a Group route.

2. Slide the toggle for Allow Call Queueing. This will enable the ability to have incoming calls placed in a "waiting room" where hold music will play while they wait for the next available representative.

   • Because hold music is set at the account level, not at the queue level, custom music cannot be set for each individual queue.

3. Enter the following information:

   • Max # of Calls - How many people can wait on hold at a time.
   • Max Time - How long can each call be on hold before the failure routing takes effect.
   • Ring Timeout - The number of seconds a call will ring a user (sequential) or all users (simultaneous) in this group before it is pushed back to the front of the queue (limit 120). Keep this setting low to ensure calls are answered quickly.

4. Next, choose a ring strategy:

   • Simultaneous: Ring all users at the same time.
   • Sequential: Ring users in order - The amount of time it routes to each user added to the group until the max time parameter has been met, which will then route the call to the next route.

5. Finally, add individuals to the group.

6. When you're done, click Save.