Call Queue Preferences

This article will provide a walkthrough on setting up call queue preferences to apply to assigned agents in the bvoip phone system.

Level Feature Notice

This feature is available for only View level users and up. If you would like this feature to be available, then please reach out to your bvoip Sales Representative to upgrade user licensing.

Why Setup Preferences?

When setting up call queues in the bvoip phone system, Administrators can elect settings for agents to help keep them within desired metrics. Each call queue has preferences that can be set individually.

Accessing Call Queue Preferences

Log into the bvoip phone system.
Click on the Call Flow drop-down menu.
Go to the Call Queue subsection.
Select the Edit button for the desired call queue.
Go to the Advanced tab.
Scroll down to the Queue Preferences section.

Call Preference Breakdown

Wrap-up Time (seconds)

This option will give the agent time to enter notes into the call record, after taking a call in the specified seconds value.

Maximum Callers in Queue

This option will use the provided value to determine when to route calls according to the settings in the Destination if No Answer section after reaching the specified threshold.

Priority Queue

This option will prioritize calls from this queue over calls from other queues the extension agents are a member of. Example: A support team has one queue for normal support calls, and another queue for VIP customers, so even though serviced by the same agents, calls from the VIP queue get priority.

Configure SLA Time in (seconds)

This option will have the calls that remain unanswered in the queue considered as breaching the SLA time limit in relevant reports and statistics if they exceed the number of seconds set in this field.