This article contains the following sections:

• Understanding queues
• Setting up queue behaviours
  • Queue greeting
  • Music on hold
  • Interval message
  • Virtual Queuing
• Reviewing queue behaviours

Race Queue cannot be accessed by users with the agent or supervisor roles. In order to access and manage queues, the admin role is required.

Understanding queues

To manage queues from Race, you must have the Race Queue plugin enabled on your account, and be an administrator.

You can have multiple queue behaviours used in different ways across your account. Behaviours allow you to determine the messages and options presented to a caller while queuing. 

Setting up queue behaviours

• While logged in as a Race administrator, select Race Admin [1]

• Click on the Race Queue plugin [2]

• Enter the name of the behaviour [3] and select the plus ('+') icon [4].

• Select the newly created behaviour [5] from the 'Behaviours' list.

• There are a number of configurable options within the behaviour including:
  • The Queue Greeting which the caller hears when they first enter the queue.
  • The Music On Hold which the caller hears whilst in the queue.
  • The Interval Message which plays after each round of on hold music. 

Queue Greeting

Configure the first greeting a caller hears when they enter the queue.

• Choose the action type:
  • Play - lets you play a message from a .wav or .mp3 file. Enter the complete URL of the message to be played, e.g. https://cdn.test.com/greetings/greeting-message.wav

• • Say - lets you play text-to-speech message. Select the language and voice of the message you would like to play. Specify in text, the message to be played.

• • None - do not play a greeting message.

Once done click Save.

Music on hold

Configure the on-hold music a caller hears when they enter the queue.

• Enter the complete URL of the on-hold music to be played, e.g. https://cdn.test.com/moh/moh-1.wav and select the plus ('+') icon.

Once done click Save.

Interval Message

Configure the interval message a caller hears after each round of the on-hold music.

• Choose the action type:
  • Play - lets you play a message from a .wav or .mp3 file. Enter the complete URL of the message to be played, e.g. https://cdn.test.com/messages/interval-message.wav

• • Say - lets you play text-to-speech message. Select the language and voice of the message you would like to play. Specify in text, the message to be played.

• • None - do not play an interval message.

Once done click Save.

Virtual Queuing

Callers can be given the option to be given a callback when they have reached the front of the queue, rather than waiting on hold until an agent is available. To configure this, select the Enable Virtual Queuing toggle at the top of the Queue Behaviours page.  

Clicking on the toggle will change it from opaque to red and reveal a further 2 options - Virtual Queue Prompt which is the message which will play offering the caller the option of a callback and the Virtual Queue Prompt Accept which is the message which will play after the caller has accepted the callback option.

NB: The caller will always be required to press 2 to accept the virtual queuing option

Virtual Queue Prompt:

• Choose the action type:
  • Play - lets you play a message from a .wav or .mp3 file. Enter the complete URL of the message to be played, e.g. https://cdn.test.com/vq/virtual-queue.wav

• • Say - lets you play text-to-speech message. Select the language and voice of the message you would like to play. Specify in text, the message to be played.

• • None - do not play a virtual queue prompt message.

Once done click Save.

Virtual Queue Prompt Accept:

• Choose the action type:
  • • Play - lets you play a message from a .wav or .mp3 file. Enter the complete URL of the message to be played, e.g. https://cdn.test.com/vq/virtual-queue-accept.wav

• • Say - lets you play text-to-speech message. Select the language and voice of the message you would like to play. Specify in text, the message to be played.

• • None - do not play a virtual queue prompt accept message.

Once done click Save.

Reviewing queue behaviours

To review account queue behaviours:

• Go to Race Admin > Race Queue > Behaviours

And click on the behaviour you would like to review.