Omnia Admin: Call Queues | Scribe

    Omnia Admin: Call Queues

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      **This document applies to the following user roles within Omnia:** - **Account Administrator** - **Partner Administrator**

      Accessing Call Queues

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      **Navigate to Call Queues:** - Go to the [**Admin Portal**](https://app.voxo.co/dashboard) and sign in. - Click the **Phone System** tab to expand it, then select **Call Queues**.
      **Navigate to Call Queues:** - Go to the [**Admin Portal**](https://app.voxo.co/dashboard) and sign in. - Click the **Phone System** tab to expand it, then select **Call Queues**.

      Adding a new Call Queue

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      **Add a Call Queue**: - Click on the **Add New** button. - Fill in the required details under the **General** tab.

      Configuring Call Queues

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      **General Settings**: - **Enable recording**: Check this box to enable call recording. - **Name**: Provide a name for the call queue. - **Number**: Assign a unique number to the call queue. - **Select ring strategy**: Choose a ring strategy from the dropdown list: - **Fewest calls**: Rings the agent with the fewest answered calls. - **Linear**: Rings agents in a fixed order. - **Random**: Rings agents in a random order. - **Ring all**: Rings all agents simultaneously. - **Round robin**: Rings agents in a circular order. - **Timeout (seconds)**: Set the duration after which the call will timeout. - **Branch** (Optional): Select the [**branch**](https://scribehow.com/shared/Omnia_Admin_Branches___UJ4yv5wT1qKlkNTqkRvUA?referrer=documents) associated with this queue. - **Select max queue length**: Set the maximum number of callers waiting in the queue.
      **General Settings**: - **Enable recording**: Check this box to enable call recording. - **Name**: Provide a name for the call queue. - **Number**: Assign a unique number to the call queue. - **Select ring strategy**: Choose a ring strategy from the dropdown list: - **Fewest calls**: Rings the agent with the fewest answered calls. - **Linear**: Rings agents in a fixed order. - **Random**: Rings agents in a random order. - **Ring all**: Rings all agents simultaneously. - **Round robin**: Rings agents in a circular order. - **Timeout (seconds)**: Set the duration after which the call will timeout. - **Branch** (Optional): Select the [**branch**](https://scribehow.com/shared/Omnia_Admin_Branches___UJ4yv5wT1qKlkNTqkRvUA?referrer=documents) associated with this queue. - **Select max queue length**: Set the maximum number of callers waiting in the queue.

      Timeout and Queue Full Destinations

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      **Configure Destinations**: - **Timeout destinations**: Select the destination type and specific destination for calls that timeout. - **If queue is full**: Select the destination type and specific destination for calls when the queue is full. - **Add a destination:** Click to configure multiple destinations. Note that this button will only appear based on the selected destination type. - **Reorder**: Use to reorder destinations by clicking and dragging. - **Delete**: Click to remove a destination.
      **Configure Destinations**: - **Timeout destinations**: Select the destination type and specific destination for calls that timeout. - **If queue is full**: Select the destination type and specific destination for calls when the queue is full. - **Add a destination:** Click to configure multiple destinations. Note that this button will only appear based on the selected destination type. - **Reorder**: Use to reorder destinations by clicking and dragging. - **Delete**: Click to remove a destination.

      Configuring Conditional Routing

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      **Enable Redirecting Call if No Agents are Available**: - **Enable redirecting call if no agents are available**: Check this box to enable redirection when no agents are available to service a call. - **If no agents are available**: Select the destination type and specific destination. - **Destination Type**: Choose from options like [**Voicemail**](https://scribehow.com/shared/Omnia_Admin_Voicemails__avd1aEdzQJapD-KxgaffoA?referrer=documents), [**Call Group**](https://scribehow.com/shared/Omnia_Admin_Call_Groups__new4XpZBTwKeEYeYxm88ng?referrer=documents), **Another Queue**, etc. - **Specific Destination**: Enter or select the specific destination based on the type chosen.
      **Enable Redirecting Call if No Agents are Available**: - **Enable redirecting call if no agents are available**: Check this box to enable redirection when no agents are available to service a call. - **If no agents are available**: Select the destination type and specific destination. - **Destination Type**: Choose from options like [**Voicemail**](https://scribehow.com/shared/Omnia_Admin_Voicemails__avd1aEdzQJapD-KxgaffoA?referrer=documents), [**Call Group**](https://scribehow.com/shared/Omnia_Admin_Call_Groups__new4XpZBTwKeEYeYxm88ng?referrer=documents), **Another Queue**, etc. - **Specific Destination**: Enter or select the specific destination based on the type chosen.
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      **Enable Redirecting Call if All Agents are Busy**: - **Enable redirecting call if all agents are busy**: Check this box to enable redirection when all agents are busy. - **If all agents are busy**: Select the destination type and specific destination. - **Destination Type**: Choose from options like **Voicemail**, [**Call Flow**](https://scribehow.com/shared/Omnia_Admin_Call_Flows__Pzxem7coSC26XlSCs_AB-g?referrer=documents), **Another Queue**, etc. - **Specific Destination**: Enter or select the specific destination based on the type chosen.
      **Enable Redirecting Call if All Agents are Busy**: - **Enable redirecting call if all agents are busy**: Check this box to enable redirection when all agents are busy. - **If all agents are busy**: Select the destination type and specific destination. - **Destination Type**: Choose from options like **Voicemail**, [**Call Flow**](https://scribehow.com/shared/Omnia_Admin_Call_Flows__Pzxem7coSC26XlSCs_AB-g?referrer=documents), **Another Queue**, etc. - **Specific Destination**: Enter or select the specific destination based on the type chosen.

      Abandoned Call Notifications

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      **Enable Notifications**: - **Enable abandoned call notifications**: Check this box to receive notifications. - **Notify abandon email**: Enter the email address to receive notifications.
      **Enable Notifications**: - **Enable abandoned call notifications**: Check this box to receive notifications. - **Notify abandon email**: Enter the email address to receive notifications.

      Exit and Callback Settings

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      **Open Exit and Callback Settings**: - Click the **Exit and Callback Settings** tab to open the settings for the call queue. - Check the box to enable queue callback.
      **Open Exit and Callback Settings**: - Click the **Exit and Callback Settings** tab to open the settings for the call queue. - Check the box to enable queue callback.
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      **Queue Callback Settings**: - **Caller ID number**: Choose the number from the dropdown that will appear as the caller ID. - **Max attempts**: Set the maximum number of callback attempts.
      **Queue Callback Settings**: - **Caller ID number**: Choose the number from the dropdown that will appear as the caller ID. - **Max attempts**: Set the maximum number of callback attempts.

      Play When Connecting to Agent

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      **Play When Connecting to Agent**: - Configure media settings to play a specific message when connecting a caller to an agent. - Use the dropdown to pick from an existing [**media file**](https://scribehow.com/shared/Omnia_Admin_Media_Files__LxLyMgU7SBqju9ex6tTRBg?referrer=documents) or record a new one. - Click the **Preview media** button to listen and preview the message. - Click **X** to remove the selected message.
      **Play When Connecting to Agent**: - Configure media settings to play a specific message when connecting a caller to an agent. - Use the dropdown to pick from an existing [**media file**](https://scribehow.com/shared/Omnia_Admin_Media_Files__LxLyMgU7SBqju9ex6tTRBg?referrer=documents) or record a new one. - Click the **Preview media** button to listen and preview the message. - Click **X** to remove the selected message.
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      **Add a New Media File:** - Click **Add a Mediafile** to record or upload a new media file if needed. - Use the controls to record or upload the media file. This will open additional options.
      **Add a New Media File:** - Click **Add a Mediafile** to record or upload a new media file if needed. - Use the controls to record or upload the media file. This will open additional options.