Phone Calling: Calling Queues

Calling queues allow you to put callers into a queue and enable agents to pick up calls for callers who are waiting to be connected.

Setting up Calling Queues:

• Go to the inbox page and click "Create Queue"

• Select which users should be able to answer calls from the queue
• Click save

• On the phone tree page (https://business.tellescope.com/settings#phone-tree) add a step to the tree that adds to Queue

Answering calls from the Queue (Inbox Page):

• From the Call Hold Queues tab on the inbox, click "Answer Call" if there are callers in the queue

Answering calls from the Queue (Navbar):

• When new callers get added to the queue the number on the phone icon with increment and a sound will be played

• Clicking "Answer Call" will allow you to answer the call

• After clicking "Answer Call" the caller pop up will appear where you can answer, decline the call, or send to voicemail

Settings for Phone Queue:

• Users should click "play sound effect on call count increase" in order for the sound to play when new callers get added to the queue

• By default the sound effect will only play once for every new caller that calls in
• If you'd like the sound to play continuously until the call is answered by someone, enable Loop the playback of new call in phone queue sound effect under https://business.tellescope.com/organization-settings#communications-phone