Enhanced Queues can be configured to send out alerts for when specific circumstances are triggered in the queue. These circumstances include: when a caller has been waiting for a certain amount of time, or when there are a specific number of callers waiting in the queue. Queue alerts can be desktop popup notifications and/or emails, and are configured in the Queue Dashboard.

Only users that have the "Queue Supervisor" role enabled can set up queue alerts. To enable these alerts, follow the instructions below.

Log into OnSIP

Once you have the "Queue Supervisor" role enabled for your OnSIP user, navigate to app.onsip.com, or open the desktop app, and log in with your SIP address and password.

Check with your OnSIP Account Administrator as to whether you have the "Queue Supervisor" role enabled for your user. Account Admins can enable the role by following the instructions here, under the "Enabling the Enhanced Queue Dashboard" section.

Enabling Queue Alerts

Once in the OnSIP app, click on your Profile Picture at the top right corner, and click on App Settings in the Menu.

From the App Settings page, toggle the Notifications switch to ON, and then click on the ‘On Queue Alert’ box so it displays a checkmark there. This enables you to receive browser popup notifications when a queue alert is triggered.

Next, specify the rules for when you want to receive queue alerts. Under App Controls,  click on the Set Queue Alert button.

In the popup box that appears, you will be presented with a list of options to configure. Please use the scroll bar to see all the options and "delete" or "add" the rule.

If you have more than (1) Enhanced Queue on your account, select the Enhanced Queue that you want this rule to operate on from the ‘For Queue’ dropdown menu.

Select the alert criteria from the ‘send alert on’ dropdown menu:

• Too few agents: Be notified when there is less than a specific number of agents logged into the queue. Also choose the number of agents in the "fewer than" field.
• Too many callers: Be notified when there are a certain number of callers waiting in the queue. Also enter the number of callers in the "callers waiting" field.
• Too long waiting: Be notified when a caller has been waiting for a certain amount of time. Also enter the amount of time in the "seconds" field.

Send via email to - Enter the email address for which to send the queue alert notification.

You can then specify the days of the week that this rule will operate on by placing a check in the day boxes that you choose.

Then decide on the timeframe that the rule will operate within.

• Checking "24 hours" will send you an email notification whenever the chosen alert criteria is met during any time of the day.
• If you leave "24 hours" unchecked, then specify the time frame for which you want the rule to operate within. Choose a starting time and an ending time.

Select the time zone for your alert times by choosing your time zone from the ‘all times in’ dropdown menu.

If you wish to set alert times for the remaining (unchecked) days, click on the ‘Set Times For Other Days’ button, and specify the days and times in the same manner as above.

When you are finished configuring the alert rules, click on the green Save button to save the settings.

If you wish to create a new rule covering different alert criteria, or operating on a different Enhanced Queue, select the Set Queue Alert button, click on the New Time Alert button in the popup box, and follow the above instructions to set up the new rule.

Editing or Deleting Existing Queue Alert Rules

You can edit existing rules by clicking on the Set Queue Alert button. In the popup box, click on the Edit button for the particular rule you wish to edit. Make your changes and then click on the Update button.

To delete rules, click on the Set Queue Alert button. In the popup box, click on the Edit button for the particular rule you wish to delete. Then, click on the Delete button to delete the rule.

Created September 2015; Updated June 2019

 

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