NewTel Systems Queues
Queues allow more callers than available destinations. Callers hear music on hold until a destination is free to take their call.
To add a new queue
- Log in to the NewTel Systems web interface.
- If you wish to record calls to this queue, make a record group.
- Go to Features » Queues.
- Click the "Add a new queue" button.
- Enter the following:
- A name for the queue.
- Optionally a description.
- The owner. This person may edit the queue even if they are not an administrator.
- The priority for the queue. Calls on high priority queues get delivered first. Calls on queues of the same priority are delivered on a first come, first serve basis.
- The maximum number of queued calls. If additional calls enter the queue, they will sent immediately to the maximum calls or maximum hold time destination.
- How long to hold for before giving up.
- How long to ring each destination for. If a destination does not answer, the call is returned to the queue and other destinations tried.
- Whether to screen calls. If set to yes, the destination will be asked if they wish to accept the call.
- Whether to retry all the destinations if all destinations have already been tried.
- The record group if you have any.
- The music on hold if you have any.
- Whether to play the uploaded message. This option is only shown if you have already uploaded a message for this queue.
- Whether to play the caller's position in the queue.
- How often to play the message and/or position.
- The wrap-up time. Destinations will not be tried for this length of time after their last answered call that was delivered via a queue.
- The destination to route calls to this queue to if none of the destinations answer before the maximum hold time, or maximum calls are reached.
- Click the "Save" button.
- Click the "Add a destination" link.
- Choose the destination.
- Click the "Save" button.
- Repeat for other destinations as desired.
Each destination will only be sent one call at a time. If a destination does not wish to accept any more calls, set do not disturb for that destination.