Calling Queue

If the Add button does not appear for a user, verify the user has a data access policy assigned to an OU that gives them queue create permissions. The same applies to the Edit or delete buttons.

1. Navigate to Queues & IVRs | Queues | Add Calling Queue.

2. Setup resource account. See Set Up Queue or IVR Resource Account

Queue Settings:

General

Options	Description
Name	The unique name for this queue object.
Description	This is an area to describe this object in more detail.
Routing Type	This is what method is used to determine which agent(s) are alerted. See Routing Type.
Priority Level	See Queue Priority
Enable Skills Routing	See Skills Based Routing
Allow agents to opt out of taking calls	If unchecked, agents will not be able to sign in/out of the queue, they will be permanently signed into the queue.
Teams Presence-based routing	See Teams Presence-based Routing
Route Callers When Teams Presence Is Busy	See Teams Presence-based Routing
Alert Type	What alerting method is used to notify an agent. See Alerting Type.
Select User	The users are agents for this queue. These users are required to be enabled for Teams voice (Enterprise Voice Enabled).
Wrap-up	The wrap-up question set to assign this queue. See Setup Wrap-up Question Set
Wrap-up Timeout	Wrap-up timeout in seconds. The wrap-up panel will disappear from the agent panel after the specified timeout period has expired. Can be used with or without a wrap-up question set.
Queue Service Level	Goal or benchmark time that the contact center aims to achieve for answering calls. This is calculated from when a call enters the queue until an agent answers the call. These stats appear on reports.
Alert Timeout	Alert time in seconds. This is how long an agent will be alerted before moving to the next available agent. Note: The alert may appear for a shorter period on the Teams endpoint because the time is counted server side. ≥20 seconds recommended.

Audio Messages

Options	Description
Welcome Message	This is the welcome message for this queue. See Audio Prompts.
Hold Music	This specifies the music on hold for this queue. See Audio Prompts.
Callback Message	This specifies the callback message for this queue. See Audio Prompts.
Select Marketing Messages	Existing audio prompts can be searched and selected. If position in queue announcement is not enabled, marketing messages will play at the specified interval in the order defined. If position is queue announcement is enabled, the marketing messages will play after the queue announcement in the order defined. See Audio Prompts.
Marketing Message Interval	Marketing Message audio prompt interval in seconds.
Announce Position in Queue	Announces queue position when in a queue.
Announcement Interval	Position in queue announcement interval in seconds.
Position in Queue Prompts	Ability to select custom position in queue announcement prompts.

Schedule

Options	Description
Timezone	Specifies time zone of queue.
Business Hours	See Setup Business Hours Sets
Holiday Hours	See Setup Holiday Hours Sets

Exception Handling

Options	Description
Enable Queue Timeout	Enables the ability to timeout a queue
Enable Queue Timeout When No Agents Available	This will automatically timeout a queue when no agents are available. Availability is determined by queue sign in state and/or agent status. Note: Teams presence or call state will not trigger the timeout.
Queue Timeout	Queue timeout in seconds. This is how long a caller will wait in queue before the queue timeout action is taken.
Queue Timeout Action	What action that will be taken after the timeout period. Prerequisites are required for Transfer to PSTN. See Transfer to PSTN
Callback Enabled	Enables callers to request a callback at any time while waiting in queue. See Callback
Callback Key	Key to request a callback.
Enable Queue Breakout	Enables the ability for the caller to press a key to be transferred to a destination at any time while waiting in queue.
Breakout Key	Key to request to be transferred
Breakout Type	Transfer destination
RONA Enabled	See Reroute on No Answer (RONA)

Integrations

Options	Description
Call Pop URL	See Call Pop URL
Open Call Pop In New Tab	See Call Pop URL
New Queue Call Webhook URL	See New Queue Call Webhook URL
Abandoned Call Webhook URL	See Abandoned Call Webhook URL
End Call Webhook URL	See End Call Webhook URL

Skills

This Tab is only available if skills routing is enabled on the queue.

See Queue Skills

Outbound (Preview)

This feature is in Preview.

Because of a Microsoft API issue, outbound queue calling fails to function as expected for agents with Landis recording enabled. Microsoft has acknowledged this issue and is working on a fix.

Outbound calling allows agents to initiate outbound calls as the queue.

When enabled, the outbound call controls will appear on the agent panel. The agent can select the queue from the dropdown, enter a PSTN number in E.164 format, and select the button Place a Call.

Alternatively, an outbound call can be initiated via a URL using the format below:

https://cc.landis.cloud/client/agentpanel/<QueueId>/<PhoneNumber>

• The Landis queue ID can be found in the URL when editing the queue.

• The phone number should be in E.164 format.

After the call is initiated, the queue will call the agent and wait until the call is connected. The selected audio prompt will play and then the PSTN call will be initiated.

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Property	Description
Enable Outbound Calling	Enables the outbound calling feature for the queue.
Resource Account	Outbound calls will be initiated by this resource account.
Welcome Message	Audio prompt that is played to the agent prior to the PSTN call being connected
Hold Music	Audio prompt that is played to the agent while the PSTN call is being connected
Wait for key to connect agent	Option to wait for the agent to press a key before initiating the PSTN call.

The resource account selected must have a Teams Phone Resource Account license and one of the following assigned:

• A Calling Plan license and a phone number assigned

• An Operator Connect phone number assigned

• If using Direct Routing, an online voice routing policy and phone number assigned

Action Rules (Preview)

This feature is in Preview.

Action rules can change the color of a specific column on the wallboard based on one or multiple rulesets. The action rules are specific to the queue you are editing.

If two expressions are true for the same column, the last one in the list will be applied.

Expression

The below properties can be used in the expression:

InQueueCount	Number shown on In Queue column
RingingCount	Number shown on In Ringing column
CurrentCount	Number shown on Live column
PercentMetServiceLevel	Percentage shown on Service Level Column. This is a range from 0 to 1. For example, 0.25 would be 25%. 1 is 100%
CompletedCount	Number shown on Calls column
AvgCallLengthMinutes	Number shown on Avg Handle column
AbandonedCount	Number shown on Abandoned column
RequestedCallbacks	Number shown on Requested Callbacks column

Comparison operators

=	equals
<	Less than
>	Greater than
<=	Less than or equal to
>=	Greater than or equal to

Examples:

InQueueCount > 20

PercentMetServiceLevel < 0.85

Column

Column name that will change color.

Color

Column color when the expression is true.

Advanced

Options	Description
Organization Unit	Specifies under which OU the queue is located. See Organization Units
Call Setting Policy	Specifies the Call Setting Policy for the queue. See Call Settings Policy
Color	Queue wallboard color
Language	Language for position in queue prompt. (Not utilized if using custom position in queue prompts.)