Engage Voice | Creating an inbound queue
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Inbound routing overview
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Inbound queue groups
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Inbound queues
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Manual outbound dialing
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Inbound queue events
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Testing inbound queues
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Omni-channel: Digital routing overview
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Omni-channel: Digital queues & skills
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Omni-channel: Queue events
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Omni-channel: Dispositions
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Omni-channel: Routing rules
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Omni-channel: Routing priority
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Omni-channel: Chat widgets
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Omni-channel: Requeue shortcuts
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Omni-channel: Blocked IP
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Omni-channel: Priority groups
As we discussed in Intro to inbound routing, inbound queues are grouped within queue groups and act as the location to which calls are routed. Inbound queues can be configured to provide a specific experience you wish each customer to have while they’re waiting for an agent to take their call.
You can configure settings like Queue Events to decide what customers will hear while waiting, including the hold music they’ll hear, their total wait time in queue, and more.
Queue configuration options
The system offers a variety of options to help you create your desired inbound call flows. You can find these settings in the queue’s configuration panel. We’ll discuss how to create an inbound queue in the next section, but for now, let’s review all your available queue configuration options below.
- General: Use this option to configure all general settings for your queue, like the queue priority, call recording settings, audio settings, and more
- Schedule: Use this option to configure your daily queue schedule
- Queue Events: Use this option to configure the experience customers will have while in queue, such as the hold music or recorded information they might hear
- Agent Access: Use this option to assign agents to your queue
- DNIS Assignment: Use this option to assign a queue-specific DNIS number
- Dispositions: Use this option to manage your queue agent dispositions
- Requeue Shortcuts: Use this option to create shortcuts your agents can use to place customers in another queue
- Phone book: Use this option to create and manage queue-specific phonebook entries
- Special ANI: Use this option to configure special routing priority for a designated group of customers
Creating an inbound queue
Now that you’ve created your inbound queue groups and added agent skills to those groups, you can create your inbound queues.
To create a new inbound queue, take the following steps:
1. Select Routing > Queues via the left-hand navigation bar
2. Expand the inbound queue group in which you wish to create the new inbound queue
3. Select the New queue button at top right to open the queue General configuration page
4. Name your queue via the Name field
5. Configure any remaining queue settings on that page as needed (we’ll discuss these settings in more detail in Configuring inbound queue settings)
6. Click the Save button at bottom right to save your changes
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