Xencall Support

About Queues

Looking for information about Queues? This is a great place to start!



About Queues


Queues help you manage your outbound and inbound calls. They offer a large range of options that allow you to fine-tune how various types of calls are handled, and decide which Users should handle them. Your Xencall system will come pre-configured with some Queues by default, and you can also create and configure your Queues as desired.



Types of Queues


There are 3 types of Queues:



Dialer Queues


Dialer Queues handle outbound calling. Every Xencall system includes a default Dialer Queue, the General Leads Queue.


To use a Dialer Queue, you must assign Queue Members and import Leads for the Queue to dial. You can control how Leads are dialed in your General Leads Queue by using Playlists. Your Queue Members will then be able to call the Leads in the Queue automatically. 



Inbound Queues


Inbound Queues handle inbound calling. Every Xencall system includes a default Inbound Queue.


To use Inbound Queues, you must assign Queue Members and direct inbound callers to your Queue using Number Forwarding or IVRs. Your Queue Members will then be able to handle incoming calls from the Queue.



Action Folder Queues


Action Folders enable you customize your Xencall system around your business processes for handling Leads, such as making Appointments. Action Folders do not dial Leads automatically, but they can be used as a holding area for Leads to be dialed manually.


Every Xencall system includes a set of default Action Folder Queues. The types of Queues may vary depending on your system configuration.


To use Action Folders, you must assign Queue Members to them. Agents can then transfer Leads to those Queues by using Call Results. Your Queue Members will then be able to review the Leads and call the Leads manually.



Navigating to Queues


There are several options for navigating to Queues in Xencall:



Navigate to Queues via Admin Files Folder


On your Dashboard, go to the My Account section and click on Shared Files.



Under File share, choose Admin Files.



Inside the Admin Files folder, you'll see:




Navigate to Queues via VOIP


To view and manage Queues, navigate to Settings on the Dashboard.


Note: You'll need "Application Manager" Permissions to view Settings.



Under Settings, select VOIP to open VOIP features.



Select Inbound Queues from the list.



You'll now the Inbound Queue list (1) and the option to create a new Queue (2).




Navigate to Queues via Lead Management


Lead Management enables you to access your Dialer and Action Folder Queues.


On your Dashboard, click on the Manage Leads icon to go to Lead Management. This icon is available at the top of the Dashboard and also under the Manage section.



In Lead Management, click on the Queues tab (1) to see your Queue list (2).




Managing Queues


When you open a Queue, you'll see up to 4 tabs that present the various options for managing it:


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