Configure call center link here

Click Here to return to Call Center Functions: Back

To add or manage a call center queue, click on Call Center Queues from Call Center page:

From this page, admin user can add a new call center queue or reload call center configuration to the backend:

Strategy field defines the way Sky DANCE system hunts for the agents. For example, if "longest idle agent" is selected, the agent who has been off the call for the longest time (idle) will get the next call.

"Max Wait Time With No Agent Time" is the timer value which triggers "Timeout Action" when no agent is available to pickup the incoming call.

The unanswered calls can be terminated, transfer to another extension, extension group or another call center queue. The call can also be routed a the voicemail of an extension:

To modify or delete a call center queue, select the call center queue which needs to be changed or deleted. To delete the queue, click on "Delete Queue".

For example, if the admin user wants to delete the "Parts" queue, he/she needs to click on "Parts" to get into the call center queue which is called Parts and click on "Delete Queue" to remove "Parts" from the call center queue list:

Note: All timer values on Call Center Queue page are in seconds.