How to Route Calls to Call Queue

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This article demonstrates step-by-step instructions for How to Route Calls to Call Queue.

Step-by-Step Instructions

The below table will detail the steps required to accomplish your goals:

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Login to the Management Portal by clicking a sign-on provider or entering your Email Address and Password as shown in Exhibit 1. If you don't have an account, you can sign signup instantly by clicking here.

Exhibit 1

Navigate to Inbound Rules

Navigate to Phone > Inbound Rules as shown in Exhibit 2a and click the create icon at the top of the page as shown in Exhibit 2b.

Exhibit 2a

Exhibit 2b

Navigate to the Routing Rules Page — Create the Routing Rules Page

Inbound Routing Rule

Now, under the Info section enter a descriptive name for your routing rule as shown in Exhibit 3a. Next, under the Advanced section you can override the outbound caller ID for all incoming calls using this routing rule as shown in Exhibit 3b. Click the save icon on the top right-hand side of the page as shown in Exhibit 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

Exhibit 3a

Exhibit 3b

Routing Rule Settings — Inbound Routing Rule Advance

Exhibit 3c

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 as shown in Exhibit 4a. Next, click the create icon at the top right-hand side of the page as shown in Exhibit 4b. Once you have specified all your regulations, click Save to commit your changes as shown in Exhibit 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.

Exhibit 4a

Edit Icon

Exhibit 4b

Exhibit 4c

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

Route Number Directly to Call Queue

Navigate to Phone > Numbers as shown in Exhibit 6a. From the numbers page select the desired phone number as shown in Exhibit 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 as shown in Exhibit 6c.

Exhibit 6a

Exhibit 6b

Exhibit 6c

Conclusion

Congratulations! You have now completed the "How-To Route Calls to Call Queue" article and we hope that you have accomplished the goals you set out to achieve. However, if for any reason you may still require assistance with setup, simply login to the Management Portal and submit a support request.