To add a new queue:
1. Log in to the Enswitch web interface.
2. To record calls to this queue, make a record group (see section 7, Call Recording).
3. Go to Features » Queues.
4. Click New.
Name: This must be a unique name among queues.
Description: This text is displayed next to the queue name in the list of queues.
Owner: This person can edit the queue even if they are not an administrator.
Priority: Calls on high priority queues get delivered first. Calls on queues of the same priority are
delivered on a first come, first serve basis.
Destination priority order: Determines the next available destination.
Linear: Always start at level 10 (the highest level), or at the highest level defined.
Smart linear: Start with the last level that answered, then linear
Circular: Start at the next level from previous call
Smart circular: Start with the last level that answered, then circular.
Destination order within priorities: Selects whether the queue rings the next available line in the priority grouping; rings all available lines in the grouping at once; or rings the least recently called line in the grouping followed by all available lines.
Request telephones to auto-answer: This only affects local SIP handsets, and only if the handset supports this feature.
Ring destinations for: Select how many seconds to ring the destination. When a destination does not answer, the call is returned to the queue and other destinations tried. If screening is enabled (the person answering gets to accept or reject the call), set this time to at least 20 seconds.
Allow destinations to forward calls: Selecting yes is not recommended as it can cause loops.
Screen calls: Select whether or not to screen calls. If set to yes, the destination is asked if they accept the call.
Record group: Record group to record the call. Any valid group is available from the drop-down menu (see section 7, Call Recording).
Music on hold: Provides an option for music or ringing on “hold”.
Play position in queue: Select whether or not to play the caller's position in the queue.
Play position before entering queue: Select whether or not to play the caller's position before entering the queue.
Play position every: How often to play the message and/or position.
Wrap-up time: Time interval between ending the last call from the queue and sending a new call from the queue. This gives the person time to finish up processing the previous call before taking on another one.
Set destination unavailable after missing: Select whether to log out destinations when they miss a certain number of calls.
Allow call back on pressing *: Select whether to allow calls to call themselves back upon reaching the head of the queue, and what callerid to use when calling them back.
When exiting queue, forward to: Calls to this queue are routed to this destination if none of the destinations answer before reaching the maximum hold time or maximum call number.
Show in control panel: When set to Yes, displays the queue information in the control panel.
To exit exit a queue
There are already calls in the queue: This is the maximum queue length. If additional calls try to enter the queue when the queue is full, they are sent immediately to the maximum calls or maximum hold time destinations.
Maximum hold time is reached: How long to hold for before giving up and exiting the queue.
No destinations are logged in on entering the queue: Select whether or not to exit when no destinations (IP handsets) are logged in to the queue when the call enters the queue.
To add a destination to a queue:
Click Add a destination
Choose the destinations.
External destinations : Number , Number at peer
My features : Telephone line
Enter the following:
Available for calls: Indicate whether the destination selected is available to accept calls from the queue.
Priority: Select a priority that will be used to decide which destination receives the next call on the queue.
Click Add another destination to redisplay the New destination form if needed.
Repeat for other destinations as desired.