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Call Queue – Set Up Call Queue Group | AT&T Office@Hand
Article #3291

This article provides information on how to set up and create a call queue group on your AT&T Office@Hand account.

Create a call queue group when you want a specific group of users (such as Sales, Support, or Billing) to share incoming calls. Call queues are different from extensions. Call queues increase the efficiency of your company by directing the calls to the right employees. Call queues can support up to 25 calls waiting in a call queue.

Note: You need to be an Account Administrator or the Call Queue group’s Manager to perform this action.

You can create a call queue in just a few steps. You will be asked to select the call queue members during the process, so it is recommended that you have already created their user extensions.

Create a Call queue group with one manager
Create a Call queue group with several managers

Create a call queue with one manager

  1. Sign into the AT&T Office@Hand Online Account. See Log in to your AT&T Office@Hand account for more information.
  2. On the Admin Portal, go to Phone System > Groups > Call Queues > New Call Queue.
  3. In the Add Call Queue Details section, enter the Group Name and Extension Number.
  4. (Optional) If you prefer to copy an existing call queue group’s settings, click Select Call Queue.
    Select a call queue extension to copy, then click Done.
  5. Select Use Manager’s Email.
  6. Enter the manager’s email address, then click Next.
    Note: The manager’s email should be the same as the email address of the AT&T Office@Hand user on the account who would be assigned to manage the queue. This user must also have the “Use email to log in” option enabled in their extension settings.
  7. Select the users who will become members of the call queue, then click Done.

An activation email will be sent to the designated manager’s email address. The manager should click the link and follow the steps to activate the call queue.

Create a call queue with several managers

  1. Sign into the AT&T Office@Hand Online Account. See Log in to your AT&T Office@Hand account for more information.
  2. On the Admin Portal, go to Phone System > Groups > Call Queues > New Call Queue.
  3. In the Add Call Queue Details section, enter the Group Name, and Extension Number. Click 4. (Optional) If you prefer to copy an existing call queue group’s settings, click Select Call Queue.
  4. Select a call queue extension to copy, and then click Done.
  5. Choose Select Managers from User List.
  6. Enter a PIN, then re-enter it on the fields provided. This will help retrieve the Call queue’s voicemail from a phone.
  7. Select up to 15 Call queue managers.
  8. Specify the selected users’ manager permissions.
    • Full Access – allows call queue managers to change everything.
    • Members Only – allows call queue managers to read everything and modify the call queue members.
  9. Click Next.
  10. Select the users who will be members of the call queue.
  11. Click Done.

An email will be sent to the assigned call queue managers. The manager should click the link and follow the steps to activate the call queue. The members of the call queue will be sent an email to inform them that they have been added to the queue.

See Also:
Edit Call Queue group’s Information
Add Members to an Existing Call Queue group
Remove Members from a Call Queue group
Overflow Call Queues Overview

Key Words: how to set up a new Department, phone system, extensions, departments, Getting Started