After adding a Voice channel to your Trengo inbox, you are able to configure your voice queue. In this article, we’ll show you how to do this.
When a customer reaches out to your organization, the call will be placed in a queue until one of your users is able to answer the phone call. Your agents also have the possibility to manually place someone in the queue.
Configure your voice queue
Follow the steps below to configure the voice queue.
1. Navigate to Settings > Channels > Voice and select your voice channel;
2. Scroll down to ‘VoIP settings’ and configure the voice queue;
1. Queue audio: Add your own queue audio or stick with the standard queue audio.
ℹ️ When you choose to upload a file, make sure the file is in WAV format.
2. Queue time limit: Choose the time a customer can wait in a queue before automatically being transferred to the ‘No agents available’ greeting, after which the call gets ended, or sent to voicemail.
3. Max queue size (callers): Set up a maximum for your queue. When a customer calls, but the queue is full, they’ll be transferred to the ‘No agents available’ greeting, after which the call gets ended, or sent to voicemail.
Don’t forget to click ‘Update channel’ at the bottom of the page, to save your changes.
You’ve now successfully configured your voice queue. You can now further adjust the channel to your liking, and you’re ready to pick up and make phone calls in Trengo.
