Yealink Desk Phone Features 
The 8×8 Adimin Portal-Set up Call Queues 

A call queue lines up your callers in a queue while your users or employees are busy with other calls. The queued calls are distributed to your next available user in the order they are received, allowing you to serve your customers promptly, courteously, and efficiently.

When a new call comes into the queue, the call is distributed in priority order to the primary members in the call queue group. A call queue group is a group of agents who will take the calls that come into that queue. The participating members, and their priority within the queue, are defined by the queue administrator when the queue is set up. Each queue can also have secondary members set up to handle overflow calls to the primary group of members. Primary and secondary groups work as follows:

• Agents in the primary extension group are called first (in priority order). When all agents in the primary group are busy, calls in the queue are routed to the secondary members until the maximum number of callers in the secondary queue has been reached.

• When the maximum number of callers in the queue has been reached and all agents in the primary and secondary extension groups are busy, the next caller is forwarded to the queue’s voicemail. The maximum number of callers can range from 1 to 20 and is set by the queue administrator.

  
  

Calls coming through the queue are distributed on a round robin basis, based on agent availability and which agent took the last call. If all agents on your primary and secondary queue extension groups are busy, and the maximum number of callers in queue has not been reached, the next call that comes into the queue will go to the queue IVR message. Queue administrators can set how often this repeating message plays as the caller waits for the next available agent. If all agents remain busy, this caller hears the hold music, followed by a repeating Queue IVR. At this point, the caller has the option to leave a voicemail in the queue voicemail box or to continue to hold until the next agent becomes available.

Features:

· Configure greetings, messages, and hold music for callers while they wait to be served.

· Define the maximum number of calls (up to 20) to wait in the queue.

· Allow users to log themselves in and out of queues, if desired.

· Assign a user to one or more call queues. Users can switch between call queues as needed.

· Allocate primary and secondary member groups. Members must be part of the same phone system, but can come from multiple sites.

· Allocate multiple phone numbers to a call queue.

· Access a voicemail box for each queue.

8x8 admin Set up

8x8 supported phones for Line Keys:

Yealink T33G / T4S series / T4U series / T5W series

To set up a call queue and add members:

1. Go to Home > Call Queues, and click + Create Call Queue.

2. Enter the Basic information, such as call queue's name and site. Call queue automatically inherits the time zone and language specified for the site, unless you specify otherwise.

3. Enter one or more Phone numbers and an Extension number.

4. Click to enable Display Call Queue in company directory. The call queue's name and extension number appears in the company directory.

5. Enter a number for Maximum calls in queue. You can have up to 20 calls in the queue at any given time.

6. Enter Wrap-up time. The wrap-up time is up to 75 seconds for the current call before accepting the next call from the queue.

7. Enter the Delay after not answering (maximum 120 seconds) .

If an agent does not answer a call, additional calls are not offered to this agent for the maximum time entered in this field. This time gives an unscheduled or emergency break to the user. If the user's phone rings for some time to alert the user and the user does not pick up the phone, chances are that the user is away from his desk. The system gives the user a break to get back to the station.

8. Enter the Total time to alert a member (Max 30 seconds). If a user does not pick up the phone within the time entered, they are assumed unavailable. This option determines the total time a user's phone must ring before the call is moved to another agent or back to the queue.

9. Enable Allow agents to log in and log out from assigned queues. If enabled, users can log themselves in and out of queue using the 8x8 Work for Desktop or an IP phone. If disabled, users are automatically logged in to the call queue.

10. Scroll down to configure IVR Message. The left-side navigation menu allows you to jump to the desired section quickly without having to scroll multiple screens.

11. Add Primary members. You must add at least one user as the primary member. You can search users by first name, last name, or email ID. You can select members from all sites within the same phone system (PBX).

12. Add Secondary members (optional). A group of users can be assigned to both a primary and secondary members group. The secondary members can be set up to handle overflow calls from the primary group. If all agents on the primary and secondary groups are busy, and the maximum number of calls in the queue is reached, the next call is forwarded to the queue's voicemail. If you remove a user from the member's list, the user is removed from her assigned queue.

13. Set up a password in Voicemail settings.

14. Set up Call forwarding rules.

15. Click Save.