How do Call Queues work?

Question

What is the expected call flow for Call Queues?

Applies To

• 8x8 Admin Console
• Call Queues

Answer

Call Queues place callers in an ordered “queue” or line until the next available agent or employee can help them. Calls are offered in a cyclic pattern to the available Call Queue members. Members who are on a call, logged out, or set to DND in 8x8 Work will not be offered calls.

A user can receive one call at a time from the queue. Once the user is done with the call, they will be offered the next call from the queue after the configured wait times.

• The amount of time the Call Queue will wait after the end of an accepted call before offering the next call to the Call Queue member is controlled by changing the "Wrap-up time".
• The amount of time the Call Queue will wait after a call is rejected before offering the next call to the Call Queue member is controlled by changing the "Delay after not answering".

Call Queues can have Primary and Secondary members. Calls will only be offered to Secondary members if no Primary members are available.

If using call queues with just desk phones, it is advised not to use the Do Not Disturb functionality on them as this can cause delays in the calls being answered by assigned agents. If you require the functionality of the Do Not Disturb use it from Work for Desktop.