[su_howto_introduction text=”How to Route Calls to Call Queue”]
[su_howto_steps]
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[su_management_portal_login]
[su_inbound_rules]
[su_tab_title text=”Inbound Routing Rule”]
Now, under the Info section enter a descriptive name for your routing rule [su_exhibit text=”3a”]. Next, under the Advanced section you can override the outbound caller ID for all incoming calls using this routing rule [su_exhibit text=”3b”]. Click the save icon on the top right-hand side of the page [su_exhibit text=”3c”].
Note: For the next step you will need to have a call queue already created. You can view the steps for creating a new call queue in more detail in the following article: How to add a Call Queue
[su_tab_title text=”Transfer to a Call Queue”]
Almost done! Now, it’s time to edit your routing rule. Click the icon under Actions next to your routing rule [su_exhibit text=”4a”]. Next, click the create icon at the top right-hand side of the page [su_exhibit text=”4b”]. Once you have specified all your regulations, click Save to commit your changes [su_exhibit text=”4c”].
For you convenience, a description of each field is provided below.
Priority
This is the way you will order your regulations for this routing rule. If the priority for this regulation is set to 1, then it will be the first regulation that will be executed for this rule.
Name
A descriptive name for your routing rule regulation.
Action
Select Transfer to Call Queue.
Call Queue
Choose the Call Queue you would like to send calls to.
Schedule
Choose a schedule from the drop down menu.
Timeout
The amount of time in seconds that we should try to connect the call before moving on to the next regulation in the routing rule.
[su_tab_title text=”Route to Call Queue from IVR”]
You can setup a IVR menu to route calls to a call queue. For more information on how to route calls to a call queue from an IVR see the following article: How to Create an IVR Menu
[su_tab_title text=”Route Number Directly to Call Queue”]
Navigate to Phone > Numbers [su_exhibit text=”6a”]. From the numbers page select the desired phone number [su_exhibit text=”6b”]. Now, click Destination on the top of the page and select call queue for Destination Type. Lastly, from the drop down menu under Call Queue select your desired call queue . Click save once you are finished [su_exhibit text=”6c”].
