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.
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.
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.
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 willnot 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.
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:
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.
Property
Description
Enable Outbound Calling
Enables the outbound calling feature for the queue.
Resource Account
Outbound calls will be initiated by this resource account.
Select an audio prompt
Audio prompt that is played to the agent prior to the PSTN call 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 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
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.
Options
Description
Organization Unit
Specifies under which OU the queue is located. See Organization Units
