What can I check if I’m having problems with my call queue?

There are a few steps to take when there’s an issue with your Users ringing in a call queue - each step is below:

Despite being very basic, sometimes new Users are missed out from being added into Call Queue Groups. You can check which Hunt Group you’ve assigned into the Call Queue Groups section, and make sure the user is selected there. 

Voice > Inbound Settings > Call Queuing > Click on the Hunt Group that you’ve assigned to your Call Queue.

Here, you can edit which Users you’d like to be in the hunt group, and see if there’s any that aren’t included but should have been.

Make sure the User is registered. If a User isn’t registered to a device, it will not ring. You can see whether a User is registered or not in the Users page by going to:

Voice > Users > Users > Press the pencil next to User > Device Registration

If it says “No Devices Found”, it means that the User is unregistered. Try rebooting the device to see if it reconnects.

The User can see whether they’re available in their app:

• More > Settings > Calls > Call Queue Status, and check it’s set to Available.

• It’s also worth checking that they don’t have Do Not Disturb enabled.

• They can check this by going to: 
  • More > Do Not Disturb, and make sure neither Global Do Not Disturb or App Do Not Disturb are enabled.

• In the top left corner of the page, click your User Icon.

• Make sure your Call Queue Availability is set to Available, and that neither Global Do Not Disturb or App Do Not Disturb are toggled on.

• • This will ring the User who has answered the least amount of calls before moving on.

• • This will ring the User who has spent the total duration of calls for that Ring Order Period (which is set in the box beside it).

• • This will ring the User who hasn't answered a call for the longest amount of time.

• • This will ring all Users simultaneously.

• • This will call each User in the group in a sequential manner, and each new call will move to the next User in the order.

• • This will call each User in the group in a sequential manner, however for each new call, it will start with the same User before moving on to the next.