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Enable if you want a sound to be played to the caller before connecting them to the queue.
Click the icon to view the available sound files or manually fill in the file location.
A popup window listing all the sounds matching the name specified in the text box will be displayed. You can read more about the Sound Manager in the Appendix.

Enable the first checkbox if you want callers to be informed about their position in the queue. The caller will be announced of their position in the queue using the There are sound and The elapsed queue hold time sound set in the Sound files setup section.

Select the second checkbox if you want callers to be informed about the time they have been waiting in the current queue for their call to be answered by an agent; the sound played to the user when this option is enabled is the one entered in the The elapsed queue hold time sound field.

Exit to extension on key pressed

Allows the caller to exit the queue by pressing the 0 key on the phone pad. The call will be transferred to another extension belonging to the same organization account.
Specify the extension's number or click the icon to open a popup window displaying a list with all the available extensions that belong to the same organization. Select the extension you want your call to be transferred to. If the extensions list is too long, you can use the available controls to search for a specific one.

Allows a repeat caller to connect with the last agent they talked within a given interval of time.
Selecting the check box enables the feature and lets you specify the period of time it should remember the repeat caller.
Values between 1 and 300. Default: 72.
Please note that this option works only if the last call lasted at least 5 seconds.  

If a caller has been waiting in queue for <x> seconds, transfer call to extension <extension>

This feature allows the caller to be transferred to another extension after waiting in the queue for a certain number of seconds. Select the check box to fill in the two text boxes:

• <x> - This refers to the maximum waiting interval. If exceeded, the call will be automatically transferred to the specified extension. Default: 600 seconds.
• <extension> - The extension which belongs to the same client account the call will be transferred to.

Allow calls to enter queue when <agents_status>

When an incoming call is received, VoipNow will allow it to enter the queue depending on the agents' availability set here:

• In absolutely all cases: VoipNow will allow calls to enter the queue if there is at least one agent defined for it, no matter if it is logged in or not. Calls will be accepted regardless of the agent(s) status. This is the most unrestrictive option available.
• At least one agent is logged in and available: VoipNow will only allow calls to enter the queue if at least one of the agents assigned to this queue is logged in and active (not on pause or on a call). This is the default option.
• At least one agent is logged in, but maybe paused or unavailable: VoipNow will accept calls when at least one of the agents assigned to this queue is logged in, regardless if it is on pause or not.

If the condition for allowing calls to enter the queue cannot be matched, instead of hanging up, you can choose to transfer them to another extension.
You need to enable this option in order to define the extension number.

e.g. If you decided to Allow calls to enter queue when 'There are agents on queue, even logged out', but there are no agents assigned to this queue, you can enable this option and allow calls to be transferred to another extension on the same client account. That way incoming calls will not be dropped.

Drop existing calls from queue when <situation>

VoipNow allows you to choose the time for calls already in the queue to be dropped:

• Never: Existing calls will not be dropped, no matter the agents' status. This will allow the caller to remain in the queue after all the agents log out or enter into pause. The default value.
• All agents are paused or unavailable: Existing calls will be dropped from the queue when all assigned agents log out or enter pause.
• All agents log out: Existing calls will be dropped from the queue only when all assigned agents log out and there is nobody left to pick them up.

You can choose to transfer the calls dropped from the queue to another extension instead of terminating them. Select this checkbox and define the extension number where the dropped calls will be transferred to.

You can use the text boxes to specify the numbers of the extensions the calls will be transferred to or you can click the icon to see a list with all the extensions available for the current user. A pop-up window will be displayed, allowing you to choose the extension number.

Phone terminal, Queue, Interactive Voice Response (IVR) are the only extension types available. Click the User (Extension Label) to select the extension you need.

Enable if you want a sound to be played to the caller on disconnection due to queue full.
Click the icon to view the available sound files or manually fill in the file location.
A popup window listing all the sounds matching the name specified in the text box will be displayed. You can read more about the Sound Manager in the Appendix.