Manuals

User manual - Connecsy | Enterprise™ #4.4 Queue Management

Allows a user with a system administrator role to create or modify queues for incoming calls.


Please refer to the System Administrators manual for details on queue and routing configuration.

Adding or Modifying a Queue
A queue can be created by clicking the Add New [+] button. Existing queues can be edited by selecting the queue from the list.

Queues are defined by:

A queue can be entitled as the default queue using the button "Default". Calls that do not have queue information will get queued into the default queue. This setting only applies to certain PBX systems.

Queue Calendar Management
Allows a user with a system administrator role to create or modify queue calendars. With a queue calendar it is possible to define open and closing times for call queues.

Adding or Modifying a Calendar
A queue calendar can be created by clicking the Add New [+] button. Existing calendars can be edited by selecting the calendar from the list.

Queue calendars are defined by:
  • Name: This is a descriptive name that will be shown in the Calendar dropdown field on the queue management form.
  • Daily Opening Times: Specifies time ranges and days when a queue is open. Multiple ranges can be specified. The opening times may combine from several lines. For example to specify all days open between 9-12 and 13-17 except Sundays and Saturday only in the morning enter 2 lines: - Line 1: All days except Sunday from 9 to 12 -Line 2: All days except Sunday and Saturday from 13 to 17
  • Always close on: allows to explicit specify a date when the queue is closed. Use this field to close the queue on days like bank holidays or Christmas.


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