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How do I set up a Call Queue in Virtual Office Configuration Manager?
8x8 Support Knowledge Base

How do I set up a Call Queue in Virtual Office Configuration Manager?

Note: To learn how to set up Call Queues in Account Manager, the legacy version of VO Configuration Manager, click here.

A call queue places incoming calls in line to be answered while extension users are busy with other calls. The queued calls are distributed to the next available extension user in the order the calls were received. After you create a Call Queue, you can assign it to specific extensions and set up greetings, messages, and hold music. You can also allow agents to log themselves in and out of queues, if desired. 

How do I view a Call Queue?

  1. Log in to VO Configuration Manager.  
  2. Click Call Queues. You will be taken to the Call Queues menu.
     

How do I edit a Call Queue?

  1. Log in to VO Configuration Manager
  2. Click Call Queues.
  3. Click More Options (three dots) to the right of the queue you wish to edit.
  4. Edit your desired information. Keep in mind that the following fields are required.
    • Name 
    • Site 
    • Maximum Calls in Queue
    • Voicemail Password 
    • Primary Members

How do I upload an initial Queue Greeting?

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

To upload an initial Queue Greeting in VO Configuration Manager

  1. Log in to VO Configuration Manager
  2. Click Call Queues.
  3. Click Create Call Queue or click More Options (three dots) to the right of the queue you wish to select. 
  4. Click Change File under Initial Queue Greeting.

  5. Click Create Audio File
  6. In the menu select By Uploading an Audio File.

  7. Enter the Title of your recording.
  8. Click the center of your screen or drag an audio file to the Upload your Audio File window.
  9. Click Save.

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

  1. Log in to VO Configuration Manager.  
  2. Click Call Queues.
  3. Click Create Call Queue or click More Options (three dots) to the right of the queue you wish to select. 
  4. Click Change File under Initial Queue Greeting.
  5. Click Create Audio File.
  6. Select By Calling a Number to Record
  7. Enter the Name and the Phone Number or Extension you wish to record your initial greeting on.
  8. Click Call Now and follow the instructions. 
  9. Click Save.

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 VO Configuration Manager
  2. Click Call Queues.
  3. Click Create Call Queue or click More Options (three dots) to the right of the queue you wish to select.
  4. Select Change File under Hold Music.
     
  5. Click Create New Audio File.
  6. Select By Uploading an Audio File.
  7. Enter the Title of your recording.
  8. Click the center of your screen or drag an audio file to the Upload your Audio File window.
  9. Click Save.

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 VO Configuration Manager
  2. Click Call Queues.
  3. Click Create Call Queue or click More Options (three dots) to the right of the queue you wish to select. 
  4. Select Change File under Hold Music.
     
  5. Click Create Audio File.
  6. Select By Calling a Number to Record.  
  7. Enter the Name and the Phone Number or Extension you wish to record your initial greeting on.
  8. Click Call Now and follow the instructions. 
  9. Click Save.

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 35 seconds, with a maximum accepted interval of 45 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 VO Configuration Manager
  2. Click the Call Queues icon.
  3. Click Create Call Queue or click More Options (three dots) to the right of the queue you wish to select. 
  4. Select Change File under the Repeating Queue Message.
  5. Click Create New Audio File.
  6. Select By Uploading an Audio File
  7. Enter the Title of your recording.
  8. Click the center of your screen or drag an audio file to the Upload your Audio File window.
  9. Click Save.

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 35 seconds, with a maximum accepted interval of 45 seconds. You can also give callers the option to leave a voicemail by pressing the number 2 key.

  1. Log in to VO Configuration Manager
  2. Click Call Queues.
  3. Click Create Call Queue or click More Options (three dots) to the right of the queue you wish to select. 
  4. Select Change File under Hold Music.
     
  5. Click Create Audio File.
  6. Select By Calling a Number to Record.  
  7. Enter the Name and the Phone Number or Extension you wish to record your initial greeting on.
  8. Click Call Now and follow the instructions. 
  9. Click Save.

How do I delete Call Queues?

  1. Log in to VO Configuration Manager
  2. Click Call Queues.
  3. Click More Options (three dots) to the right of the queue you wish to delete.
  4. Click Delete.

  5. Click Delete in the pop-up window to confirm this action.