For customers who have queuing enabled on the account, you are ready to begin. The attached guide will walk you through how to setup and manage your queue. The below is a quick outline of the basics to get you started.

As the account Operator:

Step 1:  Enable Queueing for your account

1. Log in to www.aptela.com/my-account
2. Click on Settings
3. Click on Preferences
4. Scroll to Directory Settings and click on Queues
5. Check the box to “Enable Queues for this account”
6. Log out of the account then log in again

Step 2:  Create Users and Create a Department

1. If the necessary users and departments are already on your account, skip this step.
2. To learn how to create Users, click here.
3. To learn how to create a Department, click here. You must create users before you can create a department. You need a department in order to create the queue rules.  

Step 3:  Enable a Department for Queuing

1. Click on People.
2. Click on the Departments tab.
3. Click on the Department name (or click the edit button in the pop-up window).
4. Scroll to Users in this Department section and set the below options:
   • Queuing Enabled: Check this box.
   • Users: Add and Remove any additional agents for this queue to or from the Active Users box. Inactive users are often used for department managers.
   • Dialing Method:  Queueing gives many new options for how new calls will hunt for agents. Click here to learn about all of the options and to decide which is best for you. For a default setting, select one of the three below:
     • Ordered Sequential:  choose if you are a small office and there is one expert for the department but there is rollover support if the expert is not available.
       • If you select this option, you may wish to return to the “Users” section above and modify the order in which the agents are displayed in the “Active User” box as this will be the order in which agents are dialed. Your expert should be the first agent in that list.
     • Round Robin Sequential:  choose if you have a department with multiple users who share responsibility. Example:  a sales or customer service.
     • Blast:  choose if speed to answer the phone is more important than who answers the phone. The first five users in the list will have their phones ring simultaneously with each new call.
   • No Answer Destination: Choose what should happen if no agent is available to answer the phone: send to voicemail, send back to the Call Tree, transfer to an extension, or transfer to an outside phone number. For more information on this selection, click here.
   • Loop Enabled:  The number of loops equals the number of times the call will hunt for an available agent before being routed to the No Answer Destination defined above.
   • Hide Presence Switch: If checked, the Agents will not be able to sign in and out of queue on their own.  The Queue Manager will be responsible for signing users in and out of queues.
5. Scroll to Queue Manager for this Department.
6. Check the box for the agent(s) or user(s) in this department who will have manager rights. To understand manager rights, click here.  
7. Scroll to the bottom of this page and click Save.

Important Notes:

• Train your agents!  Send them to the article found here. 
• Train your managers!  Send them to the article found here.
• You cannot have one user active in multiple queues.
• Call recording is an optional service with per-user fees. To enable Call recording, click here.   
• Agents must log in and out of queue using the “Queue Window” within the Web Portal by logging into each Users’ account.
• Departments/Queues do not have their own custom hold music or message; they use the music for the account.
• This feature does not include a “wrap time” feature. Once a call ends, the next call is routed to the agent immediately.
• The Queue product is not designed to use the following hardware buttons on your SIP phone: Forward, Transfer, Do Not Disturb. To use these features:
• Log into the Web Portal and use the online “Call Room ” to transfer, forward, record, mute and hang up.   
• Use the “Virtual Menu” 
• Click ## on your phone while on a live call.
• *7+ extension - Calls user's Find-Me list and will route according to the rules there.
• *5+ extension - Similar to *7+ but connects only to deskphone and bypasses user's Find-Me list profile.