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How do I set up my Call Queues in Account Manager?
8x8 Support Knowledge Base

How do I set up my Call Queues in Account Manager?

Note: To learn how to set up your Call Queues in Virtual Office Configuration Manager, click here.

Call Queue Overview

A call queue places callers in a queue while agents handle other calls. The calls are then answered in the order received as agents become available. Call queues are an optional feature that can be purchased separately.

How do I create a Call Queue?

  1. Log in to Account Manager.
  2. On the top navigation bar, click Phone System.
  3. Under the Phone System menu on the left, click Call Queues.
  4. Click Create Call Queue.
  5. Enter the Call Queue Details, including selecting an extension number. The * indicates required information.

Note: If you would like the system to suggest the next available extension number, click the arrow icon.

  1. The Receptionist Type field indicates what number or feature you will set to answer your call queue.

    You can choose from the following options:
  • Branch Default
  • Extension
  • Ring Group
  • Call Queue: To select this option, you must have more than one call queue.
  1. Assign agents to the call queue.
  2. Select whether to Allow agents to log in and log out of their assigned queues.

Note: If you select Yes, agents can log themselves in and out using their Virtual Office accounts or an IP phone. If you select No, agents will automatically be logged in to the call queue.

  1. Click the Primary Extension drop-down and select an extension number.
  2. Click the green + to add or the red - to delete primary extensions.
  3. When you are finished selecting primary extensions, click the Secondary Extension drop-down.
  4. Click the green + to add or the red - to delete secondary extensions.
  5. If you want users of a call queue to be able to receive voicemail messages delivered to that call queue, check the box under Receive Voicemail.
  6. Click Save.

Note: In order to upload or record greetings, you must first create your call queues profile and then edit it to enable those features.

How do I view a Call Queue?

  1. Log in to Account Manager.
  2. On the top navigation bar, click Phone System.
  3. Under the Phone System menu on the left, click Call Queues.
  4. In the far right Action column for the call queue you want to see, click View.
  5. Both agent and caller status is displayed.
  6. Click Refresh.
  7. If you want the display to refresh automatically:
    1. Check the Auto Refresh Data Every box.
    2. Enter how often you want the display to refresh. (The default is 20 seconds.)
  8. Click Close to close the display.

How do I edit a Call Queue?

  1. Log in to Account Manager.
  2. On the top navigation bar, click Phone System.
  3. Under the Phone System menu on the left, click Call Queues.
  4. In the far right Action column for the call queue you want to edit, click Edit.
  5. Edit Call Queue Details.
  6. Assign agents to the call queue.
  7. Select whether to Allow agents to log in and log out of their assigned queues.

Note: If you select Yes, agents can log themselves in and out using their Virtual Office accounts or an IP phone. If you select No, agents will automatically be logged in to the call queue.

  1. Click the Primary Extension drop-down and select an extension number.
  2. Click the green + to add or the red - to delete primary extensions.
  3. When you are finished selecting primary extensions, click the Secondary Extension drop-down.
  4. Click the green + to add or the red - to delete secondary extensions.
  5. If you want users of a call queue to be able to receive voicemail messages delivered to that call queue, check the box under Receive Voicemail.
  6. Upload or record an initial greeting that callers hear when they enter the call queue, if all agents are busy.
  7. Click Save.

How do I upload an initial Call Queue greeting?

The initial queue greeting is played when a caller first joins the queue.

To upload an initial Queue Greeting

Note: If all agents on the primary and secondary queue extension groups are busy and the maximum number of callers on the queue has not been reached, the next caller will hear the initial Queue greeting.

  1. Log in to Account Manager.
  2. On the top navigation bar, click Phone System.
  3. Under the Phone System menu on the left, click Call Queues.
  4. In the far right Action column for the call queue you want to edit, click Edit.
  5. Edit Call Queue Details.
  6. Scroll down to the IVR Message section.
  7. To the right of the Initial Queue Greeting section, click Manage Greetings.
  8. Click Upload Custom Greeting.
  9. Click + Add.
  10. Select the audio file you want to upload.

Note: An audio file can be a greeting or on hold music.

  1. Click Upload.
  2. If you want this to be the default custom greeting, check the box next to Set As Default.
  3. Review the Electronic Signature text, and click I Agree.
  4. When the dialog box appears confirming that you have successfully uploaded the greeting, click OK.

How do I record an initial Call Queue greeting?

The initial queue greeting is played when a caller first joins the queue.

To record an initial Queue Greeting

Note: If all agents on the primary and secondary queue extension groups are busy and the maximum number of callers on the queue has not been reached, the next caller will hear the initial Queue greeting.

  1. Log in to Account Manager.
  2. On the top navigation bar, click Phone System.
  3. Under the Phone System menu on the left, click Call Queues.
  4. In the far right Action column for the call queue you want to edit, click Edit.
  5. Edit Call Queue Details.
  6. Scroll down to the IVR Message section.
  7. To the right of the Initial Queue Greeting section, click Manage Greetings.
  8. Click Record Custom Greeting.
  9. Enter your phone number if you want your recorded greeting to be the default initial greeting for the queue.
  10. Click Start Recording.
  11. The system will call you at the number you entered. When the phone rings, answer it and follow the voice prompts to record your message.
  12. Click Done Recording when you are finished.
  13. Your custom greeting now appears in the list of Queue Greetings with an icon indicating that it is the default greeting for the call queue.

How do I upload On Hold Music or a message for use in a Queue?

Upload or record music or a message that callers hear while waiting in the queue.

If all agents continue to remain busy, the caller will continue to hear On Hold Music, which can be either music or a message. This plays immediately after the Initial Queue Greeting.

To upload On Hold Music or a message

  1. Log in to Account Manager.
  2. On the top navigation bar, click Phone System.
  3. Under the Phone System menu on the left, click Call Queues.
  4. In the far right Action column for the call queue you want to edit, click Edit.
  5. Edit Call Queue Details.
  6. Scroll down to the IVR Message section.
  7. To the right of the On Hold Music section, click Manage Greetings.
  8. Click Upload Custom Greeting.
  9. Click + Add.
  10. Select the audio file you want to upload.

Note: An audio file can be a greeting or on hold music.

  1. Click Upload.
  2. If you want this to be the default custom greeting, check the box next to Set As Default.
  3. Review the Electronic Signature text, and click I Agree.
  4. When the dialog box appears confirming that you have successfully uploaded the greeting, click OK.

How do I record On Hold Music or a message for use in a Queue?

This plays immediately after the initial greeting message. If all agents continue to remain busy, the caller will continue to hear the On Hold Music, which can be either music or a message.

  1. Log in to Account Manager.
  2. On the top navigation bar, click Phone System.
  3. Under the Phone System menu on the left, click Call Queues.
  4. In the far right Action column for the call queue you want to edit, click Edit.
  5. Edit Call Queue Details.
  6. Scroll down to the IVR Message section.
  7. To the right of the On Hold Music section, click Manage Greetings.
  8. Click Record Custom Greeting.
  9. Enter your phone number if you want your recorded greeting to be the default initial greeting for the queue.
  10. Click Start Recording.
  11. The system will call you at the number you entered. When the phone rings, answer it and follow the voice prompts to record your message.
  12. Click Done Recording when you are finished.

Your custom greeting now appears in the list of Queue Greetings with an icon indicating that it is the default greeting for the call queue.

How do I upload a repeating Queue message?

A message will play at intervals within the hold music. The default interval is 60 seconds. You can also give callers the option to leave a voicemail by pressing the number 2 key.

To upload music or a message to use in the Queue

  1. Log in to Account Manager.
  2. On the top navigation bar, click Phone System.
  3. Under the Phone System menu on the left, click Call Queues.
  4. In the far right Action column for the call queue you want to edit, click Edit.
  5. Edit Call Queue Details.
  6. Scroll down to the IVR Message section.
  7. To the right of the Repeating Queue Message section, click Manage Greetings.
  8. Click Upload Custom Greeting.
  9. Click + Add.
  10. Select the audio file you want to upload.

Note: An audio file can be a greeting or on hold music.

  1. Click Upload.
  2. If you want this to be the default custom greeting, check the box next to Set As Default.
  3. Review the Electronic Signature text, and click I Agree.
  4. When the dialog box appears confirming that you have successfully uploaded the greeting, click OK.

How do I record a repeating Queue message?

You can choose to have a message play at intervals within the hold music. The default interval is 60 seconds. You can also give callers the option to leave a voicemail by pressing the number 2 key.

  1. Log in to Account Manager.
  2. On the top navigation bar, click Phone System.
  3. Under the Phone System menu on the left, click Call Queues.
  4. In the far right Action column for the call queue you want to edit, click Edit.
  5. Edit Call Queue Details.
  6. Scroll down to the IVR Message section.
  7. To the right of the Repeating Queue Message section, click Manage Greetings.
  8. Click Record Custom Greeting.
  9. Enter your phone number if you want your recorded greeting to be the default initial greeting for the queue.
  10. Click Start Recording.
  11. The system will call you at the number you entered. When the phone rings, answer it and follow the voice prompts to record your message.
  12. Click Done Recording when you are finished.

Your custom greeting now appears in the list of Initial Queue Greetings with an icon indicating that it is the default greeting for the call queue.

How do I delete Call Queues?

Using the Account Manager, you can delete all call queues or individual ones.

  1. Log in to Account Manager.
  2. On the top navigation bar, click Phone System.
  3. Under the Phone System menu on the left, click Call Queues.
  4. To delete all call queues, click Delete All Call Queues.
  5. When the dialog box appears to confirm your deletion, click Delete All.
  6. To delete an individual call queue, click Delete in the Action column of the call queue you want to remove.

 

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