Queue

If you set queues to the incoming call rule, customers can listen to music or announcements until the next user is available while the call is on hold.

Contents

  IMPORTANT

  •  You'll need to sign up for a separate contract to use queues.
  •  You aren't able to use queues with MiiTel Phone Mobile.
  •  The new queue settings and changes will be reflected at around 3:30 a.m. of the following day.

Add a new queue

  1. Log in to MiiTel Admin.
  2. Click Incoming > Queue.
  3. Click Add new queue.

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  1. After you set the following fields, click Save.

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1User group: Set the group you wish to transfer the call with the queue. You'll have to make a group on User in MiiTel Admin before making a new queue.

2Queue name: Enter the title of the queue.

3Description: Enter the description of the queue.

4Call distribution type: Select the order of users to pick up the call.

[Call all members]

  • All members will receive the call at the same time.
  • The first person that answers the call will be connected.

[Call the member with the longest waiting time]

  • The person with the longest waiting time for this queue will receive the call. (The time you spent on phone calls outside of this queue will not count as the waiting time.)
  • Even if the ring time goes over the Maximum ring time, the same person will receive the call.
  • If the person can't pick up the call and clicks Decline, the next person with the longest waiting time will receive the call.
  • Other members (except the person who received the call) will not receive the call. (If the person is away from their desk or not available to pick up calls, we recommend you change the status of your MiiTel Phone to a status other than Available.)

  NOTE

  •  The data of the waiting time will reset once a day during maintenance hours.

[Call the member with the fewest calls]

  • The person with the fewest calls for this queue will receive the call. (Phone calls outside of this queue will not count as the number of calls.)
  • Even if the ring time goes over the Maximum ring time, the same person will receive the call.
  • If the person can't pick up the call and clicks Decline, the next person with the fewest calls will receive the call.
  • Other members (except the person who received the call) will not receive the call. (If the person is away from their desk or not available to pick up calls, we recommend you change the status of your MiiTel Phone to a status other than Available.)

  NOTE

  •  The data of the number of calls will reset once a day during maintenance hours.

[Call randomly]

  • One random person will receive the call.
  • If the ring time goes over the Maximum ring time, another person will randomly receive the call.
  • Other members (except the person who received the call) will not receive the call.

[Call in order]

  • With the order set by the system, one person will receive the call.
  • If the ring time goes over the Maximum ring time, the next person will receive the call.
  • Other members (except the person who received the call) will not receive the call.

5Queue sound: Set the audio file to play while the call is on hold. (You'll first need to add a sound on MiiTel Admin.)

6Maximum ring time: The number of seconds the person's phone will ring.

*If you set "Call randomly" or "Call in order" for the Call distribution type: If the ring time goes over this number, the next person will receive the call.

7Maximum wait time: The maximum number of seconds to keep the caller on hold in a queue. If the wait time goes over this number, the call will automatically be disconnected.

8Retry interval (seconds): The number of seconds to wait before calling the next person based on the call distribution type.

9Maximum number of waiting calls: The maximum number of calls that can wait at a time.

  IMPORTANT

  •  The maximum number of waiting calls is decided by the contract of each customer. An error message will display if the maximum number of waiting calls goes over the number that is described in the contract.

How to set the queue to the incoming call rule

  1. Log in to MiiTel Admin.
  2. Click Incoming > Incoming Call Rule.
  3. Click ellipsis-v-light__1_.svg for the incoming call rule you wish to add to the queue.

  4. Choose Queue in Action.

  5. Set the queue you've created in Queue name.

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  NOTE

Edit the queue

  IMPORTANT

  •   Queue settings and changes will be reflected at around 3:30 a.m.
  1. Log in to MiiTel Admin.
  2. Click Incoming > Queue.
  3. Click ellipsis-v-light__1_.svg for the queue you want to edit > click Edit.

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  1. After you edit the queue, click Save.

Delete the queue

  1. Log in to MiiTel Admin.
  2. Click Incoming > Queue.
  3. Click ellipsis-v-light__1_.svg for the queue you want to delete > click Delete.

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  1. The confirmation screen will be displayed. Click Delete to delete the queue.

  IMPORTANT

  •  After you delete the queue, the incoming call rule (which you've set the queue) will not be deleted, but the action will become blank.

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