Queues, announcements and overflow

What it is for

A queue is the waiting line of a number. It is fed by exactly one script: The Queue block in the call flow of this script places the caller in the queue. The CUCM number and the Teams number of the script determine from which platform the queue receives calls.

In the queue, the caller hears the welcome text once and then the hold announcement at intervals. Priority and VIP numbers define which call is served first. If the maximum waiting time or the maximum number of waiting callers is exceeded, the overflow action applies.

Announcements are generated from the entered text by local speech synthesis.

Prerequisites

• Licence module acd. CUCM calls need cucm, Teams calls teams.
• Permission: ROLE_APP_ACD_WORKSPACE and ROLE_APP_ACD_ATTENDANT to view, additionally ROLE_APP_ACD_ATTENDANT_EDIT to change. Administrators with ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN have all rights of the area.
• An active script with a number per queue. Each script can feed only one queue.
• In the call flow of the script, a Queue block that is connected from the start and has no agent targets.
• For an overflow to a number: The line CSS of the Call Control Group must reach the target number.

Step by step: Create a queue

1. Open the console and switch to the Numbers & queues tab.
2. At the top, check Name of the console, CUCM connection and, for Teams calls, Teams tenant.
3. Click Add queue.
4. Enter the Name of the queue, for example Zentrale.
5. Under Script (number), select the script. Scripts that are already assigned carry the suffix already used and are locked. Use New script to create one and Reload scripts to refresh the selection.
6. Under Calls from, select the platform: CUCM, Microsoft Teams or CUCM and Teams. The line Callers dial: shows the number.
7. Select the Priority (1 = highest, 9 = lowest, default 5).
8. Under Greeting for the attendant, enter the text with which the attendant is to answer.
9. Select a Colour and leave Active switched on.
10. Order several queues with Move up and Move down. The order applies in the console.
11. Click Save.

Step by step: Set announcements and overflow

1. Switch to the Texts & overflow tab.
2. Under Language and voice, select the Language. The Voice field stays empty for the default voice.
3. Expand the queue under Announcements and overflow per queue.
4. At Welcome, select Spoken text and enter the text. Use suggestion sets a default text.
5. At Hold announcement, select Spoken text or Silence, enter the text and set Repeat every (s).
6. Enter Max. waiting time (s) and, if required, Max. callers waiting.
7. Select the Overflow action and the associated target.
8. Under VIP numbers, enter one number per line and set the VIP priority.
9. Under When no attendant is ready, select the behaviour.
10. Click Save.

Step by step: Connect the call flow of the script

1. Open Calling Features → Calls → Calling Features and, at the script, the Call flow.
2. Drag Connect Call and Queue onto the canvas and connect the two. Announcement, menu and time blocks can lie in between.
3. In the Queue block, leave the Agents (numbers) field empty.
4. Click Save flow.
5. In the checklist of the console, check the point Script routes callers into the queue.

Fields and options

Check the result and narrow down errors

• The summary at the queue reads, for example, "Overflow after 180 s waiting time: forward to …".
• Test call to the script number: You hear the welcome text and the hold announcement, and the call appears in the queue in the console.
• Without a script no calls reach this queue. It can be added later. Notice, not an error.
• Each script can feed only one queue.
• The script has no CUCM number. or The script has no Teams number. The selected platform does not match the script.
• This script is disabled. Enable the script.
• A limit is set but no overflow action: callers keep waiting.
• A queue cannot overflow into itself.
• No queue has an overflow action, so callers would keep waiting. Appears with Overflow of the queue when no overflow action is set.
• Checklist point Overflow and night action also work for Teams callers yellow: Forwarding to a number or voicemail applies to Teams callers only with the Teams integration of the console. Until then a simplified action applies to them. Select an announcement or a script if that does not fit.
• Calls do not reach the queue although the announcement of the script plays: The Queue block is missing, is not connected or has agent targets entered.