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Agent Routing Rules for Queues

This article covers detailed queue settings information.  We recommend you start by following the instructions in this article before proceeding.  Agent routing rules allow you to customize when agents are dialed in a queue.  With these rules, you can: Assign...

Queue Routing Options

This article covers detailed queue settings information.  We recommend you start by following the instructions in this article before proceeding.    The Routing section offers a number of settings you can use to determine how calls...

Agent Routing

Agent routing allows you to choose how we should call each agent. The Call Distribution : How should calls be distributed to agents simultaneously : call each agent at the same time or in groups based on the weighting provided roundrobin : rotate between each agent...

Queue Connection Options

This article covers detailed queue settings information.  We recommend you start by following the instructions in this article before proceeding.    The Connecting and Connected sections give options for handling how agents...

Queues

Queues are used to route callers to a group of agents.  Callers who are routed to a queue will wait on hold for an agent to answer based on a series of rules you define in the queue settings. Queues are very flexible, highly customizable routing tools.  At a minimum,...