Edit a Queue

The queue settings can be manually modified to suit your contact centre. In all case the system will not allow you to break UK Ofcom rules on retry times, abandoned messages etc. You will notice this rule implementation throughout this section, if you attempt to breech these rules the box will turn red and not allow you to proceed.

The options for an outbound queue allow modifying the retry times and Max Attempts so the system will dial the number again. For an inbound queue, you can change the DDI number so incoming calls from customers will get through to your centre if assigned to a queue.

To edit a queue options, navigate to Agents, Teams and Queues from the Configuration and select the Queue tab.

To edit a queue's settings, click on the Gear icon on the right of the queue you want to customise and select Edit from the menu that appears. The edit on the queues will differ depending on the queue type.Click on a queue type from the list below for related instructions:

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