How do I activate the hold queue?

Guide to activating the hold queue in sipgate groups – set up hold music and catch calls when lines are busy.

The function Groups is available only to customers on sipgate classic . On sipgate neo it is integrated in a different form.

With a call queue, you can answer incoming calls even when all members of the group are already on a call. Callers then hear a message that all lines are busy and that the call will be connected as soon as a line becomes available. All waiting calls are connected to the next available extension in order of their waiting time.

How to activate the call queue

Select in the group overview the group for which you want to activate a call queue. Via Edit routing you can activate and deactivate the call queue in the routing diagram.

sipgate-helpcenter-group-greeting-add-and-remove.jpg

Within the diagram, you can also manage the audio files. In addition to a pre-recorded announcement, you can also create your own custom hold music. To do this, you first need to click on the call queue card and then select "Manage call queue" via the settings gear.

sipgate-hilfecenter-diewarteschleifeaktivierenno.3.jpg

Now you can upload your own audio files via drag and drop.

When the call queue is activated, all callers end up in the call queue (music) and are forwarded to the next available users of the selected group. The waiting time and number of waiting callers are unlimited. The call queue does not apply to an internal call to the group.

When a call queue is activated, all call forwarding rules are deactivated. To prevent calls from outside your business hours from ending up in the call queue, you can set up a second time profile. There you can set up call forwarding, for example to voicemail. The important thing is that you check the box for "Forwarding should take effect immediately in all cases".

screenshot_hc.png