Create & Edit Queues
Queues are the foundation of call routing in Commtrix. They group users by department or function, ensuring incoming calls reach the right team members.
Administrator Access Required
Only users with Administrator or Manager privileges can create and edit queues.
Understanding Queues
A queue represents a team or department that handles specific types of calls:
- Sales Queue: For inbound sales inquiries
- Support Queue: For customer service requests
- Billing Queue: For payment and account questions
When a call comes in through your IVR, it routes to the appropriate queue, which then distributes the call to available agents.
Creating a New Queue
- Navigate to Queue Management from the sidebar.
- Click Create Queue or the + button.
- Configure the queue settings:
Basic Settings
| Field | Description |
|---|---|
| Queue Name | A descriptive name (e.g., "Sales", "Technical Support") |
| Type | Blended, Inbound, Outbound |
| Assigned Number | If you want to dedicate a number |
| Channels | The number of channels you want to dedicate |
| Status | Active, Inactive |
Ring Strategy
Select how calls are distributed to agents:
| Strategy | Description |
|---|---|
| Ring All | All available agents ring simultaneously; first to answer gets the call |
| Round Robin | Calls are distributed evenly in rotation |
- Click Save to create the queue.
Editing a Queue
- Navigate to Queue Management.
- Find the queue you want to edit.
- Click the queue row or the Edit icon.
- Modify the desired settings.
- Click Save to apply changes.
Live Changes
Changes to queue settings take effect immediately and will apply to the next incoming call.
Deleting a Queue
- Navigate to Queue Management.
- Find the queue you want to delete.
- Click the Delete icon.
- Confirm the deletion.
IVR Impact
Before deleting a queue, ensure it is not being used in any IVR flow. Deleting a queue that is referenced in an IVR will break call routing.
Queue Best Practices
- Descriptive Names: Use clear names that reflect the queue's purpose.
- Adequate Staffing: Ensure each queue has enough agents to handle expected call volume.
- Configure Overflow: Always set up overflow options to handle peak times.
- Test Routing: After creating a queue, test the call flow to verify proper routing.
- Monitor Performance: Regularly review queue metrics to optimize settings.