Call queues can allow you to receive multiple calls simultanously. A well designed call queue can also provide a smooth experience in case of a long wait time for a call.
In this guide we will be creating a basic call queue using the Lineblocs flow editor. The call queue will be assigned to all our extensions and setup with basic options.
By default the call queue will be setup with no extensions. You can add extensions to your queue by adjusting the Queue's widget options.
To update the widget extensions settings for your queue please click the "SupportQueue" to open its options, then select the extensions you would like to include in the "Select Extensions" field.
Max queue wait time allow you to adjust how long a caller can wait in the call queue before either terminating the call or going to an alternate destination.
By default the max queue wait time is set to 60 seconds.
To change the max wait time for the queue please update "Max Wait Time" option.
To update how long you want to ring an agent's phone for, you can update the "Max Extension Timeout" option.
By default all call queues will play a music on hold while the caller waits for an agent to answer the call.
Music On Hold will be played recurringly -- until the caller hangs up, an agent picks up a call or the maximum queue wait time elapses.
You can customize the music you play in your queue updating the "Music On Hold URL" setting in the widget settings box.
After you have made your changes, your flow should now look similar to the following image:
To save all your changes please click in the flow editor.
To use your call flow on a DID Number:
Your callers should now be placed in a queue with music on hold when they call your number. And your extensions will receive calls from the queue in the order they came in.
In this guide we discussed setting up call queues on Lineblocs. for other related quickstart posts, be sure to view the following: