When you create a queue, you can choose how you want the call to be distributed to the members of the queue. You have a few different strategies to choose from to suit the queue members. The members of the queue will be listed in a group.
Handling calls to the queue
- Ring all: This speaks for itself. All members in the group are called simultaneously.
- Prioritized: The prioritized strategy will always call the first member in the group. If the first person in the group is not available, the call automatically goes to the next person in the group. The next time a call comes in, it starts from the top again.
- Cyclical: The first call of the day will always start with the person at the top of the group. If the person answers the call, the next one will go to the person in the queue. Then it will work like this through all the members in the queue and start from the top again.
- Fewest calls: When you use the fewest calls function, it will always call the person who has answered the fewest calls that day and is available. The call is not forwarded to the next member but continues to call the member until the call is answered instead.
- Longest idle: The person who has gone the longest without a call gets this call. If the call is not answered, it will go to the person in the group who has been without a call for the next longest time.
- Random: If you choose the randomized call strategy, you never know who will get the next call. This way, each member should be ready to take calls.
