How to setup a basic call queue with TeleVantage 5.x

A Call Queue consists of three items:

1 - A "Workgroup" - this is simply a list of people who you will want to be in your Queue.

2 - A "Utility" user - this is simply a user with a station ID of 0 (since it is a utility user, it won't have a physical phone)

3 - A "Routing List" - this is what tells the system to ring the workgroup full of people.

Step 1 - Run the TeleVantage Administrator and go to the "Workgroups" section on the left. Right click in the open area on the right and click "New Workgroup" - now add all of the users who you would like to be in this queue to the "Members" area on the right. You may ignore the "Dialing" tab. Click OK when finished.

Step 2 - In the TeleVantage Administrator, go to the user section and right click / New User. You will be at the "General" tab. Give this user a name - example: "Sales Queue User". The "Type" should be "ACD Workgroup User" and the Station ID should be set to 0. Set a password and give it an extension number. Now go to the "Call Handling" tab and un-check EVERYTHING on this page. Click OK to save this user. You do not need to assign a voice title to this user.

Step 3 - Right click on this user you just created and select "Edit all client settings". When the client opens up, go into the Routing List section of the client by clicking the "Advanced" button at the bottom left corner of the screen. Right click in the open area on the right and select "New Routing List". Give it a name - anything will do, something like "Sales Routing List" would be good. Under "Actions", highlight "Call me Where I Am" and click "Edit". Change the Action from "Call me Where I Am" to "Call a Workgroup" and select the workgroup that you just created. You may choose a method to ring the phones here as well. Be sure that "Prompt recipient for password" and "Prompt caller before trying this action" are UN-checked, then click OK. You will now see an area called "Final action if the call is not answered". Typically, you will want to set the Action to "Pause and repeat" - this means that if everybody in the workgroup is busy, the call will be put on hold for X number of seconds, then the system will attempt to go through the workgroup full of people again. Click OK to save your changes.

Step 4 - Your queue is now setup. Simply dial the extension of the "Utility" user we created in step 2 to get into your queue. You may want to add a Menu Choice in your auto attendant to get to this queue (example, "Press 1 for sales" and the menu option 1 would "Transfer to user: Sales Queue User".