Engage Voice | Configuring inbound queue settings

Once you’ve created an inbound queue, the first section you’ll encounter via the General tab in your queue’s configuration panel is Queue Settings. This section contains some basic but important queue configuration settings. Let’s review each setting under this section below.
  • Active: Check this box if you wish to activate your queue so agents can begin taking calls. If this is unchecked, callers attempting to reach this queue will receive a ‘disconnected’ message
  • Name: Choose a name for your queue (this is a required field)
  • Description: An optional description of the queue and its purpose
  • Queue Priority: ​If you wish for certain queues within a queue group to receive more calls than others, you can use this setting to specify a higher priority for this queue compared to other queues. The larger the number given for this option (with the maximum priority being 6), the higher the priority. Please note: This option is ratio-based and will give a preference for higher priority queues. However, the system will still allow calls to route to lower priority queues. If you wish for queues with higher priorities to receive all calls before a queue with a lower priority, than we recommend leaving this setting blank and configuring a priority group instead
  • Billing Code: If you use an external billing system, you can provide the billing code from that system in the queue to easily keep track of which customers (represented by the queue) are tied to which billing code.  This setting is for reporting purposes only
  • Outbound Caller ID: This setting is the Caller ID that displays to either the agent or a third party (if there is a transfer event set up in the queue) receiving an inbound call. Options include the following:
    • Inbound Caller’s ANI (Default): This represents the phone number of the person calling in
    • DNIS: This setting refers to the destination number, which is usually (but not always) the inbound number your callers will dial to reach your contact center. Please note: if you’ve assigned tracking numbers to one of your advertising campaigns, the DNIS would be the destination number that you would like to route calls through, not the tracking number dialed
    • Originating DNIS: This setting refers to a phone number your callers can dial to reach your contact center, which is usually (but not always) the destination number that you would like to route calls through. In the case of tracking numbers, the Originating DNIS would be the tracking number dialed, not the destination number
    • Dynamic Unique ID: A unique ten-digit, system-generated ID for each call session. This setting is useful in identifying specific calls in cases in which a 30-digit unique ID is not an option (or if you keep your own records that don’t include the unique ID)
  • Manual Outbound Caller ID: You can specify the Caller ID that displays to the called party when an agent makes a manual outbound call. Manual outbound calls refer to calls dialed via the dialpad in the agent interface. Agents can use the dialpad to make 'one-off' calls, or calls not related to any inbound queue
  • Transfer Override Caller ID: Enter a ten-digit phone number (in the following format: ##########) to be used as the displayed Caller ID for any transferred calls. This field will override the Outbound Caller ID setting above
  • Campaign Callback Mapping: If a customer is marked as a callback in the system, that customer will be moved to the outbound campaign you select here
  • Abandon Campaign Mapping: If a caller hangs up in the queue before reaching an agent, the caller’s number will be moved to a campaign lead list so they can be called back via the campaign you select here
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