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.

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Call Queue – Set Up Call Handling | AT&T Office@Hand
Article #3876

Call Queue – Set Up Call Handling for Business Hours and After Hours
Call Queue – Set up Call Handling | After Hours
Call Queue – Set up Call Handling | Business Hours | Hold Music

Call Queue – Set Up Call Handling for Business Hours and After Hours

This article provides information on how to customize your AT&T Office@Hand Call Queue settings via Web. Each call queue can have an extension or direct (local or toll-free) number of its own. You can define specific business hours for each call queue and set up email or text message notifications of any missed calls or voicemail messages.

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 (such as Sales, Support or Billing) to share incoming calls.
Note: Only Account Administrators can set up and configure call queues.

This article discusses how to access and configure the Call Handling section of a Call Queues group. Click the links for more information.

Accessing the Call Handling Section of a Call Queue

Call Queue – Access the Call Handling Section | AT&T Office@Hand

Setting Up the Call Queue’s Call Handling Rule

  • Call Queue Hours
    1. Deciding how calls get transferred to group members
    2. Audio While Connecting
    3. Hold Music
    4. Member Availability and Hold Times
  • After Hours
    Call Queue – Set Up Call Handling | After Hours | AT&T Office@Hand

    1. Play Greeting and Disconnect
    2. Send Callers to Call Queue Voicemail
    3. Unconditional Call Forwarding
    4. Connect to a Specified Extension

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Call Queue – Set up Call Handling | After Hours

This section provides information on how to configure the Call Handling setting during after hours. After Hours is the time period when no one is available to take calls. You can decide how incoming calls will be handled after business hours in this section.

Note: If the Call Queue Hours is not set up, you will see a pop-up screen where you can specify the Call Queue’s hours of operation.

  1. Select any of the four options below.

Play greeting and disconnect

Allows you to play a custom greeting before disconnecting the call. A custom greeting may be anything from an announcement telling the caller the business hours of the call queue to a simple announcement that the call queue is closed.

Send callers to call queue voicemail

Sends calls to the voice mailbox of the call queue so they can leave a message. The voicemail can be retrieved later for proper processing.

Unconditional Call Forwarding

Forwards calls to a specified telephone number.

IMPORTANT: If you select Unconditional call forwarding, all calls during After Hours will be forwarded to a number you specify; this will override all other after-hours settings, such as voicemail and greetings.

Connect to a Specified Extension

Connects the calls to a designated extension so the owner of that extension can take the call after business hours.

  1. Select Connect to extension specified below.
  2. Select the extension where you want the calls to be forwarded to.

    Select the extension where you want the calls to be forwarded to.

  3. Click Save.

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Call Queue – Set up Call Handling | Business Hours | Hold Music

This section provides information on how to configure the hold music setting during call queue hours. Select the music you wish to use when callers are placed on hold. You can also upload a custom recording. Callers will hear the selected music whenever the call is on hold.

First, access the Call Handling section. Under Hold music, select On to enable this feature. Select the music you wish to use when callers are placed on hold. You can also upload a custom recording.

Under Hold music, select On to enable this feature. Select the music you wish to use when callers are placed on hold.

  1. Click Set Hold Music.
  2. Choose from any of the following options:
    a. Ring Tones
    b. Music
    c. None
    d. Custom
    Selecting Custom will let you upload your own audio file. Use the playback controls to listen to the prompt options.

    Selecting Custom will let you upload your own audio file. Use the playback controls to listen to the prompt options.

    Note: Recommended audio file formats are CCITT u-Law (G711a), 8kHz, 8 bit, mono. The allowed .mp3 formats are PCM, 8kHz, 16 bit, mono. It is recommended to use either .wav or .mp3 audio file formats, otherwise it will not work correctly.
    Once you have selected the file, click Attach.

    Once you have selected the file, click Attach.

    Preview the uploaded Voicemail greeting. Click the Record button Record button to upload a different file or click the Download button Download button to download a copy of the greeting.

    Preview the uploaded Voicemail greeting. Click the Record button Record button to upload a different file or click the Download button Download button to download a copy of the greeting.

  3. Click Save.

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See Also:
Office@Hand: Groups Overview

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