Quick Links: | Creating a Team | Creating a Channel | Managing the Call Queue | Managing Voicemail in a Call Queue
To enable a Call Queue, you will need to create a new channel in your department's Team. If you don't already have a department Team, follow the instructions below to create one. If you already have a Team, jump down to Creating a Channel.
Note: Whichever Team you create the Call Queue channel in will automatically include all members of that Team.
Creating a Team
Navigate to your Teams on the left-hand navigation bar. Click Join or create team in the upper right corner. You can search for an existing team by clicking Join team and navigating through available teams.
To create a Team, click Create team and then pick the applicable template to suit your team's needs. For privacy level make the Team Public, and then title it and add a description, if applicable. You can add members to your team and change the access level to add team owners.
Creating a Channel
Navigate to your Teams on the left-hand navigation bar. Select the Team you want to add the channel to. Once you're in the team, click the ellipses next to the team and select Add channel.
Channel name: the name of the channel needs to be "[department name] Call Queue". (For example: CASV Call Queue.) Choose a channel type: for a Call Queue channel, the channel type must be Standard.
Then click Create. Once the Call Queue channel is created, CCSV technicians will complete the setup.
The new channel will default to include all the current members of the Team.
Managing the Call Queue
Once the Call Queue channel is setup, you will see a Calls tab at the top of the channel. You can navigate between Call History and Voicemails at the top of the screen, and make outgoing calls from this line by selecting the drop down option next to "Call as Myself" and choosing to call as the department.
In the bottom right corner you can see who else is in the Call Queue. If the icon next to their name is grayed out, it means that person has disabled calls from this line to ring them at this time. You can toggle the switch next to your name to receive calls from this call queue.
Managing Voicemail in a Call Queue
To change the voicemail greeting in a call queue, go into the Call Settings by selecting More actions (...) next to your profile picture in the upper left corner and clicking Settings.
Click Calls from the left sidebar. Click the tab for your call queue from the options across the top.
For a call queue, you have two voicemail sections. The first scenario: no one answers the call. The second scenario is call overflow. Typically these voicemail greetings should always match, so if you update one of them, update both of them.
You can select from the drop-down menu if you would like to type a greeting or play an audio file.
