Extension	Specifies the default extension number that was assigned by the system. Click the Tag icon to add a custom tag to the Caller ID. See Custom Tags for Extensions/Phone Numbers for details.
Call Queue Name	Enter a name for the Call Queue.
Direct Dial Numbers	Assign an available telephone number to reach this Call Queue by direct dial.
Agent Login Code	Specifies a system-generated code, which cannot be changed, that agents use to sign in and out of the Call Queue.
Pause Between Calls	Select the number of seconds an agent has between ending a call and receiving the next incoming call.  NOTE: If an incoming call is not answered by the designated agent, it is forwarded to a different agent. The original agent is available to answer the next call in the queue after the specified Pause duration.
Do Not Display this Call Queue in Dial by Name Directory	Omits the listing of this extension in the company directory.
Name Greeting	Record/Upload a name callers will hear when reaching your extension. See Record and Upload Greetings for instructions on how to record and upload.
Voicemail Options	Delete Voicemail After Sending Email Delete the voicemail from the Vonage Voicemail System after the attachment is sent. Play Automated Voicemail Prompt Use the default system greeting instead of a custom recorded message for Unavailable and Busy greetings. Set Voicemail Pin Enter a PIN between 4-10 digits to access your voicemail. Send Voicemail to Email Enter the email address to receive voicemail attachments and then mark the option for Send Voicemail to Email to enable this feature. Voicemail Greeting Record a custom voicemail greeting to play when you are away from the office. See Record and Upload Greetings for instructions on how to record and upload.
Caller Opt-Out Handling	Do Not Allow Caller to Opt-Out of the Queue Call stays in the queue until an agent answers the call or the caller hangs up. When Caller Opts Out of the Queue, Send the Caller to the Queue's Voicemail A caller is directed to the Call Queue's voicemail when opting out. NOTES:   Callers can opt-out by pressing any number on the dial pad. You must record a prompt that advises customers that there are opt-out options. See Prompts for details. Forward the Caller to an Extension, Call Group, Call Queue, or Virtual Receptionist Mark this option and then select the extension you want the call forwarded to. Go Directly to Voicemail A caller is directed to the Call Queue's voicemail.
Enable Call Announce	Plays a username/custom tag after the call connects, for example, You have a call for sales.

These additional settings further modify the Call Queue feature’s behavior. Contact Us to enable any of these customized settings.

Adjust Agent Login when set to least recently used

By default, if a call queue agent's assignment strategy is set to least recently used, when a call queue agent logs in for the first time, they are added to the “back of the line”. This prevents that agent from receiving the next call. Vonage Support can adjust this setting so that when a call queue agent logs in for the first time, they are added to the “front of the line” to receive the next call.

Call queue Forwarding on Timeout options

By default, an unanswered call remains in the call queue until the call is answered unless the caller selects to opt out or no agents are signed in (per call queue settings). Vonage Support can adjust this option to designate an Extension, Call Group, or another Call Queue to forward an unanswered call after a designated amount of time. This occurs if call queue agents are logged in, but are unavailable.

Only agents assigned to the Call Queue can sign in and answer calls.

Assignment Strategy

Random Calls are assigned in no particular order. In Order of Agent Tier When all agents in the first tier are busy on calls, agents in the next tier then receive calls.   Click Add New Tier. Enter a Tier Number. Click Add. Select agents from the Select an Agent drop-down and then click Add Selected Agent(s). Click Save. NOTE: You can remove tiers by clicking the Trash icon. Least Recently Used Agents who are idle the longest receive the next call. NOTE: By default, if a call queue agent's assignment strategy is set to least recently used, when a call queue agent logs in for the first time, they are added to the “back of the line.” To adjust this, refer to Apply Customized Call Queue Settings. Ring All Agents Incoming calls ring all agents in the queue. NOTE: Ring All Agents is not recommended when more than 25 extensions are assigned, as it is possible to exceed the limit of devices that can ring at once. Consider another Assignment Strategy or reduce the number of extensions assigned to this call queue.

Agent Assignment

Select agents from the drop-down menu.

Select music that callers hear while waiting for an agent to answer their call.

Playback Mode	Audio files can be played in Random or Sequential order.
Audio Files	Manage audio files:   Click Upload Audio File to add an audio file. Click the Trash icon to delete an audio file. Click and hold the Horizontal Lines icon as you move the mouse up or down to change the order of audio files. NOTE: Supported file types are WAV or MP3. See Record and Upload Greetings for instructions on how to record and upload.

Prompts play at specified intervals between hold music. Use either the generic prompt or add a custom one that callers hear while waiting for an agent to answer their call.

• Click Add Prompt to record or upload customized prompts.
• Set the Play Interval to specify the number of seconds between prompts. 
• Set Repeat to determine how many times a prompt plays. 
• Click the Trash icon to delete an audio file.
• Click and hold the Horizontal Lines icon as you move the mouse up or down to change the order of prompts.

No Agents Available Configuration

When agents are not signed in to the queue, calls are handled in one of four ways.

Forward Calls to an Extension	Before Forwarding Call Select an option:   Do Not Play Any Greeting Play This Greeting If Play this Greeting is select, either Record or Upload a greeting. Forward Call To Select the extension you want the call forwarded to.
Play Greeting and Go to Voicemail	Select Greeting to Play Select an option:   Play Unavailable Message Play Busy Message Play This Greeting If Play this Greeting is select, either Record or Upload a greeting. Go to Voicemail Of Select the extension of the voicemail you want the call forwarded to.
Play Greeting in Continuous Loop	To let a caller dial a different extension number, Record or Upload a greeting and then mark the option Allow the Caller to Dial an Extension Directly by Entering the Extension Number at Anytime. NOTE: When no agents are logged into the queue and this setting is enabled, if the caller chooses to remain on the line, the call will be delivered to the first available agent that logs into the queue.
Play Greeting Once and Hang Up	To let a caller dial a different extension number, Record or Upload a greeting and then mark the option Allow the Caller to Dial an Extension Directly by Entering the Extension Number at Anytime.

You can log in and out of the call queues using the Desktop App, Mobile App, or a phone device.
 

Desktop App	Sign in to the Desktop App. Click My Call Queues (left menu). Locate the Login column (far right) and toggle to log in or log out of each call queue listed. NOTE: When logging out of a call queue, a message will appear notifying you that you will remain logged in to the remaining call queues. You must log out of each call queue individually.
Mobile App	Only Agents that are assigned to a Call Queue will see a My Call Queues tab in the sidebar of the mobile application.   Open the mobile app. Tap the Avatar/initials (top left) to open the sidebar menu. Tap My Call Queues tab. Locate the queue by its name. Use the toggle to log in or log out of that queue.
Phone Device	Sign In: Dial *90, then enter agent login code. Sign Out: Dial *91, then enter agent login code.

The Call Queue Status page in the Admin Portal displays real-time information on the selected call queue. This includes how many agents are logged in and available, average wait and connect times, and how many customers are waiting in the queue. Administrators can also log an agent in and out of the queue by toggling the Log In or Out option in the Call Queue Agents section.

1. Sign in to the Admin Portal.
2. Click Phone System, then click Call Queues
3. Hover over the call queue you want to view and click the Magnifying Glass icon.
4. Use the Refresh button as needed to refresh queue statistics.

NOTE: Call data may take between 30 - 120 seconds to update. Additionally, same-day reports aggregate call queue statistics while the agent is signed in, but the data is only available for review after the agent signs out.

The My Call Queues tab in the Desktop App displays the statuses for call queues to which you are assigned.

1. Sign in to the Desktop App.
2. Click My Call Queues (left menu).
3. The following information is displayed:
    

   Queue Name	Names of all of the Call Queues.
   Extension	Extension number of the call queue(s).
   On Call	Number of calls currently in the queue(s).
   Waiting	Number of calls waiting to be answered.
   Avg. Wait Time	Average wait time for a call to be answered.
   Login	Toggle to log in or log out of the call queue(s).

1. Dial the call queue's extension number.
2. Press * when the voicemail greeting starts to play.
3. Enter the call queue's extension number, followed by #.
4. Enter the voicemail PIN, followed by #.

The Virtual Receptionist must be set to Play a List of Options and the option Allow callers to dial an extension directly by entering it at any time must be enabled.

1. Dial your company's main phone number.
2. Dial *101 when the greeting starts to play.
3. Enter the call queue's extension number, followed by #.
4. Enter the call queue's voicemail PIN, followed by #.