Configuring call handling for a call queue group

Last Updated : Apr 01, 2025 |

About this task

You can configure incoming call handling for a call queue group. This involves arranging the order in which call queue members receive incoming call, adjusting the idle time between calls, and enabling or disabling members from changing their queue availability. You can select the following options for routing calls to queue members:

  • Longest idle: To ring available members individually based on idleness.

  • Simultaneous: To route an incoming call to up to 10 members simultaneously.

  • Fixed order: To ring available members individually in the order set in the Primary Members list.

Note:

Selecting Rotating or Sequential enables you to set the number of rings before Avaya Cloud Office™ moves to the next member in the queue.

Procedure

  1. Click Phone System > Groups > Call Queues.
  2. Click the call queue to configure.
  3. Click the Call Handling & Members drop-down menu.

    Avaya Cloud Office™ displays the Work hours tab by default.

  4. From the Route calls to members list, select the required option.
  5. From the Maximum concurrent calls per agent list, select the required option.
  6. Select the Include direct calls when calculating maximum calls check box to consider direct calls while counting the concurrent calls.
  7. From the Number of rings before ring next member list, select the required option.
  8. From the After call wrap-up time list, select the required option.
  9. From the Allow members to change their queue status list, select the required option.
  10. Click Save.