How to Create a Call Queue in Power Portal  

A Call Queue is a feature that places incoming callers in line to be answered by the next available agent. This is particularly useful for managing high call volumes in departments like customer support or sales.

Step 1: Log in to the Admin Web Portal  

1. Open a web browser and go to power.usipcom.com.

2. Enter your admin credentials (e.g., ext@customerdomain.com) and password, then click Log In.

3. From the admin dashboard, click Manage Organization.

Step 2: Access the Call Queues Page  

1. In the admin portal, click the Call Queues icon on the menu bar.

• This opens the Call Queues page, where you can manage existing queues and add new ones.

Step 3: Add a New Call Queue  

1. Click the Add Queue button.

• A pop-up window titled Add a Call Queue will appear.

2. Fill out the following fields:

• Name: Enter a descriptive name for the queue (e.g., "Customer Support Queue").

• Extension: Assign an extension for the queue so calls can be directed to it. ***Must be Unique***

• Direct Phone Number: If applicable, assign a direct number that callers can dial to reach this queue.

Step 4: Configure Queue Settings  

1. Maximum Queue Size:

• Set the maximum number of callers that can wait in the queue at one time.

• When the limit is reached, calls will be redirected according to your overflow settings.

2. Agent Ring Strategy:

• Choose how calls are distributed among agents:

• Ring All: Rings all available agents simultaneously.

• Round Robin: Rings agents in a rotating order.

• Least Recently Used: Rings the agent who has been idle the longest.

• Fewest Calls: Rings the agent who has answered the fewest calls.

3. Agent Wrap-Up Time:

• Specify the amount of time (in seconds) agents have to complete after-call work before receiving another call.

4. Call Time-Out:

• Set the maximum time (in seconds) a call will ring an agent before moving to the next available agent.

5. Overflow Settings:

• Decide what happens when the queue is full:

• Send calls to voicemail.

• Redirect to another extension or number.

• Play a custom message and disconnect the call.

6. Caller Announcements:

• Configure announcements for waiting callers:

• Inform callers of their position in the queue.

• Provide estimated wait time.

• Enable periodic messages to keep callers informed.

Step 5: Add Agents to the Queue  

1. Click the Add Agents button.

2. Select the users or extensions you want to include as agents in this queue.

• You can choose multiple agents and adjust their priority level in the queue.

Step 6: Save and Test  

1. Click Save to finalize the queue settings.

• The new queue will now appear in the Call Queues list.

2. Test the queue by calling its extension or direct number:

• Verify that calls are distributed according to the ring strategy.

• Ensure announcements and hold music play as configured.

• Confirm that overflow settings work as intended.