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Call Queue – Set Up Call Handling | Business Hours | How calls get transferred to group members | AT&T Office@Hand
Article #10903

This article provides information on how to calls get transferred to group members during business hours. Call queues allow you to distribute calls to custom groups or departments you set up. Create a call queue when you want a specific group of users to share incoming calls. Only Account Administrators can set up and configure call queues.

Set Up Call Handling | Business Hours | How calls get transferred to group members

First, access the Call Handling section. Under Business Hours, select any of the three options below. Your choice determines how calls get transferred to group members.

Rotating
Simultaneous
In Fixed Order

First, access the Call Handling section. Under Business Hours, select any of the three options

Rotating

Selecting this option regularly changes the order that you ring available members to evenly distribute the calls. There are no limits to the number of agents that can be added to group with this call handling rule.

Simultaneous Ringing

Simultaneous ringing routes an incoming call to all available members at the same time. You can only add up to 10 extensions. To increase the limit of the number of agents that can be added to the call queue group, please Contact Support.

Note: Limit increase will only work if there are no agents in queue with more than 2 enabled phones in their extension’s Call Handling and Forwarding rule. Agents with more than 2 enabled phones in their extension’s call handling and forwarding rules can’t be added to a call queue group with more than 10 members.

Check Adding Members from a Call Queue to learn how to add members to the call queue.

In Fixed Order

Ring available members one at a time in the order you set. There are no limits to the number of agents that can be added to the group with this call handling rule.

  1. Select In fixed order.
  2. Click Specify fixed order.

    Click Specify fixed order.

  3. Across each name on the list is a hand icon. To rearrange the names on the list, click and hold the hand icon across the name you want to move. Drag the name and drop it to your target row. Click Done.

    To rearrange the names on the list, click and hold the hand icon across the name you want to move. Drag the name and drop it to your target row. Click Done.

  4. You will be routed back to the Call Handling section, click Save.

See Also:
Call Queue – Set Up Call Handling for Business Hours and After Hours | AT&T
Office@Hand
Call Queue – Access the Call Handlin g Section | AT&T Office@Hand
Call Queue – Set Up Call Handling | Business Hours | Audio While Connecting | AT&T Office@Hand
Call Queue – Set Up Call Handling | Business Hours | Hold Music | AT&T Office@Hand
Call Queue – Set Up Call Handling | Business Hours | Member Availability and Hold Times |
AT&T Office@Hand
Call Queue – Set Up Call Handling | After Hours | AT&T Office@Hand

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