Voice Queue Options

To access the Voice Queue Options, click the Options link, located to the right of the Voice Queue you want to view or edit.

The Voice Queue Options allow you to define the following voice queue settings:

• Allow dequeuing
• Active bulletin
• Mailbox
• Calling Name
• Auto-Connect Survey
• Retention period for recording
• Queue Ring Multiple
• After-Call Work (ACW) Status
• Incoming Voicemail and Call Recording Transcriptions & Sentiment Analysis

To configure your voice queue:

1. Allow dequeuing: Click No if you want a caller to be on hold indefinitely. Click Yes to have the caller removed from the queue when the Maximum Waiting Time is reached.
   TIP You should discuss and implement dequeuing options prior to enabling this feature. Standard dequeuing options include forcing the caller to either voicemail, callbacks, transfer to an outsource, or listen to a recording. The default dequeuing procedure will send the caller to voicemail.
   
2. Active bulletin: Choose the Bulletin you have created for this queue.
   
3. Mailbox: Enter an email address where a .wav file of the voicemail left by a caller should be sent.
   TIP Separate multiple email addresses with semicolon or a comma. For example: example1@domain.com;example2@domain.com
   
4. Calling Name: Choose one of the options below to overwrite the information contained in the SIP invite. This will be the information shown on a customer's phone display when they receive a call.
   TIP Telagents also use this information to know which queue sent an incoming call.
   
   • Use Default Value: Displays the default information.
   • Use Queue Name: Displays the name of the originating queue.
   • Use DNIS Label: Displays the label of the originating DNIS.
     
     
5. Auto Connect Survey: Specify the survey to which a caller should be automatically connected once the call ends.
   FMI This survey is a type of IVR and it MUST be registered as an auto-connect option before you can use it here. For more information, see Post Call Survey Auto-Connect.
   
6. Retention Period (recordings): Indicate how to long a recording should be retained.
   If you are providing your own cloud storage, you have the option to change the retention period for your recordings on a queue by queue basis. For example, you could set Queue A to store its recordings indefinitely, while you set Queue B to store its recordings for 30 days.
   Important This option is available ONLY if you brought your own cloud storage.
   
   • Use account level setting: Save recording for the number of days set up in your account.
   • Store indefinitely: Save your recordings until you delete them.
   • Store for: Enter the number of days you want to save the recordings.
   • Do not store: No recordings will be saved.
     
     
7. For the remaining voice queue options, click one of the links below:
   • Queue Ring Multiple
   • After-Call Work (ACW) Status
   • Incoming Voicemail and Call Recording Transcriptions & Sentiment Analysis