Choose how long a caller can be on hold before they will be sent to the fallback option.When you decide to have a caller's position announced, you can choose for the first announcement to occur immediately to within the first minute and the following announcements to occur anywhere between every 30 seconds to 10 minutes.If and how often you want the caller to hear their position in line with the position announcement.Choose your preferred hold music from a drop-down list.By default, the value of Calls in Q or Calls Warning Threshold field in Hunt Group Settings is 2. Choose whether callers can press 0 to go to your fallback option (usually voicemail) that is set by Weave Calls in Q:The number of calls waiting in the queue.Allowing an escape option from the queue.Upload a recorded greeting for your callers or select one from the dropdown menu.Choose which phones will operate on this queue from a pop-up window.Choose between allowing all phones to ring at the same time with an incoming call or just the single phone that has been idle for the most amount of time.Here you can make changes to the call queue to affect how it works and what the callers experience. You’ll see the name of the queue you set up with support.Click Call Queues from the dropdown menu.
Head to the Weave Portal and select Phone in the left side menu.How Do I Edit My Call Queues?Īfter your queue has been created by a Weave representative, you can make edits through the Weave Portal This is a temporary solution that will be changed with upcoming updates. Fill in the appropriate info and make sure to choose ' Call Queue ' for the type. First, go to Resource Accounts under Org-wide settings in the Teams Admin Center: Then, click on the 'Add' button to add a new Resource Account. Once that is completed, a support agent will reach out to finalize your queue in 1-3 business days.īefore you fill out the form, take a second to familiarize yourself with the options for Call Queues found in the section below. For our purposes today, well highlight creating one via the Teams Admin Center. How Can I Start Using Call Queues?įill out this form to start the process of getting your call queues set up. This is great for lunch breaks and in-office meetings. The call will reroute to another agent.Īgents can select Do Not Disturb to take a break and stop receiving calls. If your employees find themselves experiencing an overwhelming rate of calls, voicemails, or parked calls, call queues can help you reduce the number of missed calls by answering them in an orderly manner.Ĭall queues also have features to ensure a better experience for your agents.Īfter Call Work Time allows 5 seconds after hanging up a call to regroup before the next one comes into their phone.īy Rejecting a Cal l, agents ensure their phone will not receive another call for the queue for 60 seconds. Once that is completed, a support agent will reach out to finalize your queue in 1-3 business days. In order to add a Call Queue to your Weave experience, fill out this form.
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