help • 7 Queue extension • Configuring queue extensions
7.4 Configuring queue extensions
You can configure queue extensions in the Enreach Contact environment in the Operator portal.
To configure a queue extension
1 If applicable, type in the customer you want to configure a queue extension for in the search bar and click on the customer’s name.
*The Customer details page appears.
2 In the menu click on Enreach Contact.
*The Enreach Contact environment appears.
3 Click on the Extensions tab.
*The list with all extensions for this customer appears.
4 In the line of the respective queue extension click on .
*The Change queue extension page appears.
5 Add members to the queue extension by clicking + next to their name in the Available members list or remove them by clicking on - in the Selected members list, see also 7.5.3 Members.
* 
By holding and dragging next to the respective member you can change the position of the members in the queue, see also 7.5.7 Strategy.
 
6 Set the queue configuration.
Label
Explanation
Queue Access
Select whether the queue should be open or closed.
Language
Select the language for the queue. This determines in which language the queue position announcements are played. See 7.5.6 Language.
Strategy
Select a queuing strategy from the dropdown list. See 7.5.7 Strategy.
Announce queue position
Enable this option if you want the caller to be informed of his position in the queue. See 7.5.8 Announce queue position.
Queue position announcement interval
Enter an interval in seconds after which the callers will hear their position in the queue again. See 7.5.8 Announce queue position.
Ring timeout
Enter the maximum time that a call from the queue will be offered to an agent in seconds. See 7.5.9 Ring timeout.
Cool down time member after conversation
Enter the time in seconds an agent should have after a call has ended to post-process the call. See 7.5.10 Cool down time member after conversation.
Queue weight (0-100)
Enter a value between 0 to 100. If an agent is member of multiple queues, calls from the queue with the highest weight will be offered first. See 7.5.11 Queue weight.
Option for queue breakout
Activate the checkbox to activate queue breakout by pressing 1. Select a destination to which the caller should be redirected after pressing 1. See 7.5.13 Option for queue breakout.
Music on hold
Select Yes if you want music on hold to be played to the callers. See 7.5.14 Music on hold.
Audio file queue introduction
Upload an audio file to use as a queue introduction message. See 7.5.16 Queue introduction.
Skip queue introduction if possible
Select Yes if you want the queue introduction message to be skipped, when there is an available agent. See 7.5.16 Queue introduction.
Ringback tone
Select Yes if you want the caller to hear a ringback tone before entering the queue. See 7.5.17 Ringback tone.
Offer second call
Select Yes to enable the option.
By default, the queue extension will not offer calls to agents who are busy (agent has either a call from a queue ringing or is in call with a caller from a queue). In some scenarios it may be required that agents do receive a second call from a queue when busy. Typical scenarios which could be enabled are emergency hotlines, when emergency calls need to be answered immediately. So that on receiving a second call an agent can put the first caller on hold and answer the second emergency call. This option should only be enabled in specific scenarios. It will affect the call distribution strategies and can result in confusing queue behaviour as agents will receive multiple calls at the same time.
7 If applicable, set the forwarding configuration.
Label
Explanation
Forward
Select Busy / No Answer Forward from the dropdown list to enable call forwarding.
Forward to
Enter the destination to which calls from this queue should be forwarded. Multiple numbers can be specified as destinations, separated by semicolons. Forwarded calls will then be signalled to all destinations simultaneously.
Forward timer (in seconds)
Enter the maximum time a caller will be waiting in the queue before being forwarded to the destination specified under Forward to. It is recommended to set this parameter at least three times longer than the Ring timeout to ensure that calls are offered three times to available agents before they are redirected from the queue.
Individual forward
By default, this option is set to Prohibit to ensure that calls offered to the Forward to destination will not be forwarded a second time if the forward to destination does not answer and has configured an own unconditional, on busy or no answer forward. To allow this, select Allow.
When this option is disabled, forwarded queue calls will keep ringing at the Forward to destination until the call is answered or ended.
If no agent is logged in
Enable this option to avoid that callers are waiting in the queue while no agents are logged into the queue. Activate the checkbox and select the destination to which the callers should be forwarded when there are no agents logged into the queue. The destination can be any extension or telephone number. Multiple numbers can be specified as destinations, separated by semicolons. Forwarded calls will then be signalled to all destinations simultaneously.
8 Click on Save.
*The queue extension is saved.