AT&T Office@Hand

Learn how to use features from AT&T Office@Hand. Access our self-help options to set up and use this application to communicate with customers.

Back to product page

Mobile app – Customize a Call Queue | AT&T Office@Hand
Article #8041

This article shows how you can customize a call queue using the AT&T Office@Hand Mobile app.

How do I customize a call queue using the AT&T Office@Hand Mobile app?

  1. Log in to the Office@Hand Mobile app.
  2. Tap on the Profile Picture.
  3. Tap Phone System.
  4. Tap Groups.
  5. Tap the Call Queue that needs to be customized.
  6. The following menus will be displayed — Call Queue Info, Greeting, Call Handling, and Messages & Notifications.
    NOTE: The next steps will show how you can customize the selected call queue in this order.
  7. Tap Call Queue Info.
  8. Modify the information that needs to be changed, then tap Save.
  9. Tap Greeting.
  10. Enable or disable the call queue’s Greeting. Go to Step 14 if you disabled the Greeting.

    Enable or disable the call queue's Greeting. Go to Step 14 if you disabled the Greeting.

  11. To customize and record your own call queue greeting, tap Set Greeting. If you prefer to use the default greeting, go to Step 14.
  12. Tap Custom, then tap Record. Follow the directions on the screen.
  13. Tap Play to listen to your recording. When it is set, tap Done.
  14. Enable or disable the call queue’s hold music. Go to Step 17 if you disabled the hold music.
  15. To select a different hold music, tap Set Hold Music, then tap the preferred one from the list. If you prefer to use the current hold music, go to Step 17.
  16. Tap Play to listen to the hold music. You may tap Stop to stop the playback. Tap the “<” back button when done.
  17. Tap Blocked Calls to customize this setting. To skip customizing Blocked Calls, go to Step 19.
    NOTE: Use block all calls if you only want to allow calls from a few specific area codes or numbers. If you block all calls, you can specify the exceptions of which calls you prefer to allow.
  18. Make the necessary changes to the following Blocked Calls settings. Tap Save.
  19. On the Greeting screen, tap Save.
  20. Tap Call Handling.
  21. Tap the corresponding tab for the call handling setting that needs to be changed — Queue Hours, After Hours, Advanced.
  22. On the Call Handling screen, tap Save.
  23. Tap Messages & Notifications.
  24. To customize and record your own voicemail greeting, tap Voicemail Greeting. If you prefer to use the default greeting, go to Step 27.
  25. Tap Custom, then tap Record. Follow the directions on the screen.
  26. Tap Play to listen to your recording. When it is set, tap Done.
  27. Tap Message Recipient to select the user extension who will receive the voicemail greeting. Go to Step 29 if the voicemail greeting is assigned to the correct user.
  28. Select the user from the list, then tap Save.
  29. Tap Notifications.
  30. Set the appropriate notifications for Voicemail, SMS, Email, Received Faxes, Missed Calls, and Received Text Messages.
    NOTE: Tap Switch to Advanced or Switch to Basic located at the bottom of the screen, to toggle between
  31. Check the email address where the notifications will be sent. Change it if needed. Otherwise, go to the next step.
  32. Tap Add Phone Number to add a mobile number where a notification will be sent via text messages.
  33. Tap Save.
  34. Back to the Messages & Notifications screen, tap the “<” back button.

Key Words: on hold, music, edit, custom, upload, call handling, group, call queue, setting, customize, 8041, mobile app. AT&T Office@Hand