Call Queue

How Do I Add an Employee to a Call Queue?

Call Queues

One of the key features of the Clarity platform is its advance Call Queuing capabilities.   

  1. Call Queues allow you to create an environment in which your customers will never hear a busy signal and are routed in a proper method, according the the rules you configure.

  2. When a User/Extension is in a Call Queue, they are referred to as an Agent.   When an outside number, such as an Employee Cell Phone Number, is added to a Call Queue, they are referred to as an External Agent. 


How Do I Add an Extension to the Call Queue?

Once the Call Queue has been set up by Clarity Support, you can add, delete, or modify Extensions/Devices in the Queue.  


Instructions
  1. Click the Call Queues Tab. 
    1. You must be an Admin/Manager permission level to access Call Queues. To switch to your Manager View, click Manage Organization or Manage Call Center to toggle.


  2. You will see a list of all Call Queues.   You may edit the Agents by either clicking on the number of Agents (in blue) or clicking the Edit Agents person icon.

    1. You will see a list of the Agents and their current status.   Green is logged in and in a status available to take calls, Red is busy, and Gray is unavailable (not able to take calls or logged out).

  3. You will also be able to see their current Settings, including Wrap-up Time and Max Calls.
    1. You may Edit or Delete an Agent from the Call Queue entirely.  Hover over the Agent and both options will appear.


  4. To add an Agent/Extension, click Add Agent. 


  5. You may add an Agent by their Device or User.   Click inside the field and choose the correct User/Device from the available list. 
    1. For an internal Agent, you will generally leave the initial Status as Online. 
    2. Leave Request Confirmation unchecked.  Only External numbers will need to receive a "press one confirmation" message prior to being connected.  Choose Save Agent.



How Do I Add an Extension to the Call Queue?

Once the Call Queue has been set up by Clarity Support, you can add, delete, or modify Extensions/Devices in the Queue.  


Instructions
  1. Click the Call Queues Tab. 
    1. You must be an Admin/Manager permission level to access Call Queues. To switch to your Manager View, click Manage Organization or Manage Call Center to toggle.


  2. You will see a list of all Call Queues.   You may edit the Agents by either clicking on the number of Agents (in blue) or clicking the Edit Agents person icon.

    1. You will see a list of the Agents and their current status.   Green is logged in and in a status available to take calls, Red is busy, and Gray is unavailable (not able to take calls or logged out).

  3. You will also be able to see their current Settings, including Wrap-up Time and Max Calls.
    1. You may Edit or Delete an Agent from the Call Queue entirely.  Hover over the Agent and both options will appear.


  4. To add an Agent/Extension, click Add Agent. 


  5. You may add an External Agent by typing in their phone number.  This is generally a manager or work-from-home Agent who is using their cell phone number, rather than a Device or User to take calls. 
    1. As you type the phone number, you will see the system auto-filling the phone number below the field. Click the auto-filled number.  The phone number will be added.
    2. Choose the Status.  If the External Agent will always need to be available to take a call when the Call Queue is scheduled to be in the Routing, then set them to Online.  If they will be joining the Call Queue as needed, then set them to Offline, then you can toggle them to Online when they are needed. 
    3. Checkmark Request Confirmation.  This setting will ensure that the External Agent receives a "press one to confirm that you would like to take this call" message before the call connects.  This not only notifies the External Agent that the incoming call is a business call, but also prevents the call from being taken by their personal cell phone's voicemail. 
    4. Choose Save Agent. 



Need More?

Try our Portal Guides!  Each Permission Level has a Guide specifically created for them with an interactive Table of Contents so that you may skip quickly to the relevant section. 

Admin/Manager Guides

  1. "Office Manager" Admin Guide
  2. "Advanced User" Admin Guide
  3. "Call Center Supervisor" Admin Guide
  4. "Site Manager" Admin Guide

Only have access to your own Extension?  

Your Extension has access to your Voicemail, Profile Settings, Extension Routing, and more!  
  1. "Call Center Agent" Portal User Guide
  2. "Basic" User Portal User Guide

Need to know more about Call Queues?

Click here for more information:  Call Queue Routing

Need to know about Call Park?
Click here for more information:  What is Call Park?



Call Queue options are available in the Business Essentials plan and above.  

Want to learn more about Call Queues?

 

Give our Customer Service Team a call at 1-800-676-3995!   We are available Monday-Friday 8am-9pm EST. 

Prefer to open a Request?  Click here to open a Ticket Request!

We’re here to help you find better, easier ways to run your business.


    • Related Articles

    • Call Queue Routing

      Call Queues One of the key features of the Clarity platform is its advance Call Queuing capabilities. Call Queues allow you to create an environment in which your customers will never hear a busy signal and are routed in a proper method, according ...

    • What is Press One Confirmation (answer/request confirmation)?

      Press One Confirmation Press One Confirmation is an option that is available for both Call Queues and Simultaneous Ring Call Routing. Press One Confirmation allows the User to choose to manually accept the inbound call. This is normally used if there ...

    • "Always" vs. "Simultaneous Ring" Routing

      Answering Rules (where the Routing will forward) Time Frames are “when” an Answering Rule takes effect. Answering Rules control “where” the Routing for your calls will go during that Time Frame. Our Answering Rules give you multiple options to ...

    • "Call Center Agent" Portal User Guide

      What is the Call Center Agent Permission Level? "Call Center Agent" Permission Level means that your Permission Level has access to your Extension and the ability to see and login to any Call Queue that you have been added to. Call Center Agent ...

    • "Call Center Supervisor" Admin Guide

      What is the Call Center Supervisor Permission Level? "Call Center Supervisor" Permission Level means that your Permission Level has access both to your own Extension and the ability to view and edit the Call Queues that you have been assigned to. ...