Queues, Auto Attendants (IVR) & Conferences

Last updated · cacofonix 3.4.28 · getafix 3.2.65

Configure call distribution queues, interactive voice response (IVR) menus, and PIN-protected conference bridges under Settings in the Admin Console (https://ui.<domain>).

1. Call Queues (/settings/queues)

Open Settings → Queues and click a queue row to edit it (System Admins create new queues after first creating a 4-digit Extension for the queue, e.g., 5100).

Tab 1: Basic Info

  • Queue Name & Queue ID: Display name (e.g., Support) and unique identifier within the company.
  • Extension: The 4-digit extension that routes callers into this queue (e.g., 5100).
  • Team (optional): Assigns the queue to a Team (e.g., Tier 1). When set, only agents and supervisors belonging to that team can join or manage this queue.
  • Email: Notification email address for the queue.
  • Strategy: How incoming calls are distributed across available queue members:
    • ringall: Rings all available agents simultaneously until one answers.
    • rrmemory: Round-robin with memory — remembers which agent was rung last and starts with the next agent.
    • leastrecent: Rings the available agent who has gone the longest since their last answered call.
    • fewestcalls: Rings the available agent who has completed the fewest calls in this queue.
    • random / wrandom: Rings a random available agent (or weighted random).
    • rrordered / linear: Rings agents in a fixed order.
  • Weight: Queue priority weight (0 or higher) when an agent belongs to multiple queues with waiting callers.
  • Service Level (seconds): Target answer threshold (for example, 30 seconds) used to compute SLA % across the Floor wallboard, dashboards, and reports.
  • Max Length: Maximum number of callers allowed to wait in the queue simultaneously (0 = unlimited).
  • Alert wait (seconds): Optional threshold (5 to 3600 seconds). When a caller waits longer than this value, the queue's card on the Floor wallboard pulses red (BREACH) and turns the Longest wait KPI tile red.
  • Callers' language: Expected language code(s) for callers in this queue (e.g., BN or BN/EN). Shown on the Floor queue card and compared against the answering agent's Language skills on the Live Monitoring screen.
  • Zero Escape: When ticked, a caller waiting in the queue can press 0 on their phone keypad at any time to leave a queue voicemail message (which appears in the Desk's Voicemail view).

Tab 2: Announcements (Available on Edit)

Customize the audio experience for callers waiting in the queue (use standard mono WAV audio files, e.g., 8 kHz mono WAV):

  • Initial Message: Played once before the caller enters the queue. Tick the checkbox to enable, upload your audio file, or play/download the current clip.
  • Music On Hold: Background music played while callers wait for an agent. Tick the checkbox and upload custom Music on Hold, or leave unticked for the default music.
  • Comfort Message & Interval: Periodic announcement played every Comfort Message Interval seconds while a caller continues to wait.

Deleting a Queue: If a queue has unread voicemail messages, delete those messages from the Desk's Voicemail view first before a System Admin deletes the queue.

2. Auto Attendants / IVR Menus (/settings/autoattendants)

An Auto Attendant plays a recorded greeting and routes callers based on the keypad digit (0–9) they press.

  1. Open Settings → Auto Attendants and select an Auto Attendant (assigned to its own 4-digit Extension).
  2. Basic Info Tab:
    • AutoAttendant Id (3+ characters, create-only), AutoAttendant Name, Company, and Extension.
  3. Options Tab:
    • Configure any of the ten keypad inputs (1 through 9 and 0).
    • Each option accepts either:
      • A 4-digit Extension (e.g., 5100 to send the caller to the Support queue, 1001 for an individual user, or another Auto Attendant's extension for a sub-menu), or
      • * followed by a 4-digit Extension (e.g., *1001) to send the caller directly into that extension's personal voicemail box.
    • Leave unused digits blank.
  4. Prompt Tab (Available on Edit):
    • Upload, play back, or download the voice prompt (audio/*, recommended 8 kHz mono WAV).
    • When a caller dials the Auto Attendant's extension (or a DID pointed to it), the prompt plays up to twice while waiting for a keypad selection.

3. Conferences (/settings/conferences)

Multi-party audio conference bridges use the platform-wide feature code *33 and PIN authentication rather than individual extensions:

  1. Open Settings → Conferences and select a conference (or create one as a System Admin by choosing the Company and Conference Name).
  2. Once created, the platform generates two unique read-only PIN codes shown on the edit screen:
    • Leader Code: PIN for the conference host/moderator.
    • Participant Code: PIN for regular attendees.
  3. Joining a Conference: Any internal phone dials *33, enters either the Leader Code or Participant Code when prompted, and is placed into your company's matching conference room.