Queueing is a feature that places incoming calls into a waiting state. The feature holds incoming calls until an agent is available or the configured wait time is reached.

This page provides instructions on how to set up a queue.

For details on how to set a queue in your Answer Rule, please see Setting Up an Answer Rule Using Queueing.

Add a new queue

1. Log in to MiiTel Admin.
2. Click Incoming > Queue.
3. Click Add new queue.

1. After you set all of the following fields, click Save.

1Queue name: Enter the title of the queue.

2Description: Enter the description of the queue.

3Maximum number of waiting calls: The maximum number of calls that can wait at a time.

4Maximum wait time (sec): The maximum number of seconds to keep the caller on hold in a queue. If the wait time goes over this number, the call will automatically be disconnected.

5Queue sound: Set the audio file to play while the call is on hold. (You'll first need to add a sound on MiiTel Admin.)

6User group to call: Set the group you wish to transfer the call with the queue. You'll have to make a group on User in MiiTel Admin before making a new queue.

7Call distribution type: Select the order of users to pick up the call.

Call all members

• All members will receive the call at the same time.
• The first person who answers the call will be connected.

Call the member with the longest waiting time

• The person with the longest waiting time for this queue will receive the call. (The time you spent on phone calls outside of this queue will not count as the waiting time.)
• Even if the ring time goes over the Maximum ring time, the same person will receive the call.
• If the person can't pick up the call and clicks Decline, the next person with the longest waiting time will receive the call.
• Other members (except the person who received the call) will not receive the call. (If the person is away from their desk or not available to pick up calls, we recommend you change the status of your MiiTel Phone to a status other than Available.)

Call the member with the fewest calls

• The person with the fewest calls for this queue will receive the call. (Phone calls outside of this queue will not count as the number of calls.)
• Even if the ring time goes over the Maximum ring time, the same person will receive the call.
• If the person can't pick up the call and clicks Decline, the next person with the fewest calls will receive the call.
• Other members (except the person who received the call) will not receive the call. (If the person is away from their desk or not available to pick up calls, we recommend you change the status of your MiiTel Phone to a status other than Available.)

Call randomly

• One random person will receive the call.
• If the ring time goes over the Maximum ring time, another person will randomly receive the call.
• Other members (except the person who received the call) will not receive the call.

Call in order

• With the order set by the system, one person will receive the call.
• If the ring time goes over the Maximum ring time, the next person will receive the call.
• Other members (except the person who received the call) will not receive the call.

Call using skill-based routing

• Prioritize calling the user with the highest Call priority value in the Group set in the User group to call.
  • If the user with the highest Call priority does not answer even after the number of seconds set for Maximum ring time has passed, keep calling the same user until one of the following conditions is met:
    • The incoming call ends
    • The user with the highest Call priority changes their status to something other than Available
    • Log out from MiiTel Phone
• If the status of the user with the highest Call priority value is not Available, call the user with the next-highest call priority.
• Call users with the same Call priority value simultaneously.
• If the called user clicks Decline in MiiTel Phone, the calling behavior differs as follows, depending on whether there are users with the same Call priority value:
  • If there are users with the same Call priority value and no one answered
    • Once Maximum ring time and Retry interval (seconds) pass, the user with the highest Call priority value will be called first.
  • If there are no users with the same Call priority value
    • Call the user with the next-highest value of Call priority (even if the ring time is still in progress, the user being called will change).
• If you change the Call priority value during an incoming call, the new setting will be applied to the next incoming call.

8Maximum ring time: The number of seconds the person's phone will ring.

*If you set "Call randomly" or "Call in order" for the Call distribution type, If the ring time goes over this number, the next person will receive the call.

9Retry interval (seconds): The number of seconds to wait before calling the next person based on the call distribution type.

How to set the queue for the incoming call rule

1. Log in to MiiTel Admin.
2. Click Incoming > Incoming Call Rule.
3. Click Add new answering rule, or click  > Edit for the answering rule you want to edit.
4. Click Add action.

1. In Select action, select Queueing.
2. Set the name of the queueing setting to use in Queue name. Alternatively, create a queueing setting from Add.

Edit the queue

1. Log in to MiiTel Admin.
2. Click Incoming > Queue.
3. Click   on the queue, you want to edit > click Edit.

1. After you edit the queue, click Save.

Delete the queue

1. Log in to MiiTel Admin.
2. Click Incoming > Queue.
3. Click   on the queue you want to delete > click Delete.

1. The confirmation screen will be displayed. Click Delete to delete the queue.