Overview

You can configure the call queues without agents in Kerio Control. The configuration allows automatic management of call queues for the calling customer if no agents to manage the calls are available.

 

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Process

1. In the Administration Interface, navigate to Configuration > Call Queues.
2. Click on Add/Edit.
3. (Optional) Navigate to the Announcements tab, select No agents announcement. Kerio Operator plays the announcement when there are no agents in the queue.
4. Navigate to the Exceptions tab.
5. Select an action to take if the queue has no agents:
   • Callers cannot join the queue. Callers already waiting are removed: Kerio Operator disconnects all callers. If No agents announcement is selected, Kerio Operator plays the recording.
   • Callers can join the queue: New callers can connect to the queue. Current callers stay in the queue. If No agents announcement is selected, Kerio Operator plays the recording.
   • Callers cannot join the queue: New callers cannot connect to the queue. Current callers stay in the queue. If No agents announcement is selected, Kerio Operator plays the recording.
6. If you selected Callers cannot join the queue or Callers cannot join the queue. Callers already waiting are removed, select one of these actions:
   • Callers receive a busy signal.
   • Forward to  — Type an extension or external phone number. Kerio Operator forwards callers to the number entered.
7. Save the settings.

 

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Confirmation

After following the above process, the configuration of the call queues will be complete.

 

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