# Set Up Voice Queue {% hint style="info" %} 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. {% endhint %} 1. Navigate to Queues & IVRs | Queues | Add Calling Queue. 2. Setup resource account. See [Set Up Queue or IVR Resource Account](https://cc.docs.landis.cloud/setup/set-up-voice-channel/set-up-queue-or-ivr-resource-account) #### Queue Settings: {% tabs %} {% tab title="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](https://cc.docs.landis.cloud/appendix/routing-type). | | Priority Level | See [Queue Priority](https://cc.docs.landis.cloud/appendix/queue-priority) | | Enable Skills Routing | See [Skills Based Routing](https://cc.docs.landis.cloud/appendix/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](https://cc.docs.landis.cloud/appendix/teams-presence-based-routing) | | Route Callers When Teams Presence Is Busy | See [Teams Presence-based Routing](https://cc.docs.landis.cloud/appendix/teams-presence-based-routing) | | Alert Type | What alerting method is used to notify an agent. See [Alerting Type](https://cc.docs.landis.cloud/appendix/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](https://cc.docs.landis.cloud/setup/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 |

The target timeframe the contact center aims to meet for handling calls. This is the duration from the moment a call enters the queue until the call is considered handled. A call is considered handled when:

These metrics are included in the 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. | | {% endtab %} | | {% tab title="Audio Messages" %} | Options | Description | | -------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Welcome Message | This is the welcome message for this queue. See [Audio Prompts.](https://cc.docs.landis.cloud/appendix/audio-prompts) | | Hold Music | This specifies the music on hold for this queue. See [Audio Prompts.](https://cc.docs.landis.cloud/appendix/audio-prompts) | | Callback Message | This specifies the callback message for this queue. See [Audio Prompts.](https://cc.docs.landis.cloud/appendix/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.](https://cc.docs.landis.cloud/appendix/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. | | {% endtab %} | | {% tab title="Schedule" %} | Options | Description | | -------------- | -------------------------------------------------------------------------------------------- | | Timezone | Specifies time zone of queue. | | Business Hours | See [Setup Business Hours Sets](https://cc.docs.landis.cloud/setup/setup-business-hours) | | Holiday Hours | See [Setup Holiday Hours Sets](https://cc.docs.landis.cloud/setup/set-up-holiday-hours-sets) | | {% endtab %} | | {% tab title="Callback" %} | Options | Description | | --------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------- | | Callback Enabled | Enables callers to request a callback at any time while waiting in queue. See [Callback](https://cc.docs.landis.cloud/appendix/callback) | | Callback Key | Key to request a callback. | | Automatic Callback Is Enabled (Preview) | See [Automatic Callback (Preview)](#automatic-callback-preview) | | Resource Account | Callback 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 with callee | Option to wait for the agent to press a key before initiating the PSTN call. (Recommended) | {% hint style="warning" %} \*The resource account selected must have a Teams Phone Resource Account license and one of the following assigned: For Microsoft provided numbers: * A [pay-as-you-go](https://learn.microsoft.com/en-us/microsoftteams/calling-plans-for-office-365#pay-as-you-go-calling-plan) license assigned or * [Communications credits](https://learn.microsoft.com/en-us/microsoftteams/what-are-communications-credits) For Direct Routing numbers: * An [online voice routing policy](https://learn.microsoft.com/en-us/microsoftteams/manage-voice-routing-policies). * Phone number assignment is optional when using Direct Routing. There are no additional requirements when an [Operator Connect](https://learn.microsoft.com/en-us/microsoftteams/operator-connect-plan) phone number is assigned. {% endhint %} #### Automatic Callback (Preview) When a caller requests a callback, the caller's position in queue will be saved and when an agent becomes available, the callback will automatically be initiated. The queue will call the agent and wait until the call is connected. The selected audio prompt will play wait for the agent to press a key (Optional) and the PSTN call will be initiated. If the agent misses the alert, the call will route to the next available agent following the routing method configured on the queue. The default Automatic Callback feature uses the caller ID to return the call. To give the caller the option to modify the number, break out to an IVR to perform the number collection and use the [callback block](https://cc.docs.landis.cloud/setup/setup-ivr#example-callback-block). {% endtab %} {% tab title="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](https://cc.docs.landis.cloud/appendix/transfer-to-pstn) | | 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)](https://cc.docs.landis.cloud/appendix/reroute-on-no-answer-rona) | | Minimum RONA alert time | See [Reroute on No Answer (RONA)](https://cc.docs.landis.cloud/appendix/reroute-on-no-answer-rona) | | {% endtab %} | | {% tab title="Integrations" %} | Options | Description | | ------------------------------- | ---------------------------------------------------------------------------------------------- | | Call Pop URL | See [Call Pop URL](https://cc.docs.landis.cloud/appendix/call-popup) | | Open Call Pop In New Tab | See [Call Pop URL](https://cc.docs.landis.cloud/appendix/call-popup) | | New Queue Call Webhook URL | See [New Queue Call Webhook URL](https://cc.docs.landis.cloud/appendix/event-webhook) | | Abandoned Call Webhook URL | See[ Abandoned Call Webhook URL](https://cc.docs.landis.cloud/appendix/event-webhook) | | End Call Webhook URL | See [End Call Webhook URL](https://cc.docs.landis.cloud/appendix/event-webhook) | | Enable Graph Transfer Reporting | See [Graph Transfer Reporting](https://cc.docs.landis.cloud/appendix/graph-transfer-reporting) | | {% endtab %} | | {% tab title="Skills" %} {% hint style="info" %} This Tab is only available if skills routing is enabled on the queue. {% endhint %} See [Queue Skills](https://cc.docs.landis.cloud/appendix/skills-based-routing/queue-skills) {% endtab %} {% tab title="Outbound (Preview)" %} **This feature is in** [**Preview**](https://cc.docs.landis.cloud/appendix/feature-states)**.** 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// Example: https://cc.landis.cloud/client/agentpanel/15269/+17177330793 ``` {% hint style="info" %} * The Landis queue ID can be found in the URL when editing the queue. * The phone number should be in E.164 format. {% endhint %} 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. *** | 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 with callee | Option to wait for the agent to press a key before initiating the PSTN call. (Recommended) | {% hint style="warning" %} \*The resource account selected must have a Teams Phone Resource Account license and one of the following assigned: For Microsoft provided numbers: * A [pay-as-you-go](https://learn.microsoft.com/en-us/microsoftteams/calling-plans-for-office-365#pay-as-you-go-calling-plan) license assigned or * [Communications credits](https://learn.microsoft.com/en-us/microsoftteams/what-are-communications-credits) For Direct Routing numbers: * An [online voice routing policy](https://learn.microsoft.com/en-us/microsoftteams/manage-voice-routing-policies). * Phone number assignment is optional when using Direct Routing. There are no additional requirements when an [Operator Connect](https://learn.microsoft.com/en-us/microsoftteams/operator-connect-plan) phone number is assigned. {% endhint %} {% endtab %} {% tab title="Action Rules" %} Action rules can change the color of a specific column cell on the wallboard based on one or multiple rules. The action rules are specific to the queue you are editing. {% hint style="info" %} If two actions rules are true for the same column, the last one in the list will be applied. {% endhint %} | Options | Description | | -------- | ------------------------------------------------------------------------------ | | Column | Wallboard column that will be evaluated | | Operator | How the wallboard column cell is compared to the Value setting | | Value | This numerical value will be compared against the wallboard column cell | | Color | If the comparison is true, the column cell will change to the color specified. | #### Advanced: Action Rules V1 (deprecated) #### 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. {% endtab %} {% tab title="Advanced" %} | Options | Description | | ------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------- | | Organization Unit | Specifies under which OU the queue is located. See [Organization Unit](https://cc.docs.landis.cloud/administration/organizational-units)s | | Call Setting Policy | Specifies the Call Setting Policy for the queue. See [Call Settings Policy](https://cc.docs.landis.cloud/administration/call-settings-policies) | | Color | Queue wallboard color | | Language | Language for position in queue prompt. (Not utilized if using custom position in queue prompts.) | | {% endtab %} | | | {% endtabs %} | |