⚡Quick answer -

To enable Call Queuing, you must:

1. Upload a Call Queuing audio file in Manage → Design call flow → Audio Library.
2. Sync that file in your IVR call flow, publish, and then roll back to the previous configuration.
3. Raise a zoho desk ticket to Tech Support with your Service Number \ BAN, the audio file name (ending in .mp3) and the department name where Call Queuing should be enabled. The Call Queue feature is a prime feature that can be provided to prime clients only.

When should I use this guide?

Use these steps when you are a prime client who wants to activate Call Queuing from scratch or confirm the exact information Tech Support needs for the Zoho Desk ticket.

1. What is Call Queuing?

The call queue feature is a prime feature that can be provided to the prime clients.

A call queue places incoming calls in line to be answered while users are busy with other calls. The queued calls are distributed to the next available extension user in the order received.

2. Prerequisites & information to collect

Send Tech Support the following:

• Service Number \ BAN

• Audio File Name

• Department Name

3. Step-by-step: Upload the Call Queuing audio file

• Upload the call queuing file in Audio library (Manage → design call flow → Audio library).

• Access the Audio Library: Navigate to Call → Design call flow → Audio Library in your MyOperator panel.

• Upload the Audio File: Click "Upload" and select your call queuing audio file.

4. Step-by-step: Sync the file in your IVR call flow

• Integrate into Call Flow: In the Design call flow section, incorporate the uploaded file into your IVR call flow at the desired point.

• Publish and Roll Back: Publish the updated IVR and then revert to the previous version.

• Make sure the Call queuing is updated in the Current IVR call flow, then you can rollback to the original.

5. Step-by-step: Raise the Zoho desk ticket

• Also, share the department name in which call queuing should be enabled and then raise a zoho desk ticket with the file name.

• Raise a zoho desk ticket to tech support requesting the enabling of the call queuing feature. Include the filename and specify the department name where this feature needs to be enabled.

• It can be enabled by raising a zoho desk ticket to Tech support.

6. Retrieve or confirm the audio-file name (.mp3)

• Play the audio upload in the system.

• Right on pages → go to Inspect and Console → You will find a URL which contains the filename (ends with .mp3 format).

• Retrieve File Name: To obtain the file name, go to the Audio Library, play the uploaded audio file, open your browser's developer tools (Inspect → Console), and locate the file name ending in ".mp3".

7. When does this NOT work?

• The Call Queue feature is available only to prime clients.

• Requests with missing Service Number \ BAN, audio-file name, or department name will be delayed.

8. Workflow diagram

Alt-text: Flowchart showing upload, IVR sync, rollback, zoho desk ticket, and enablement steps.

9. Verification

Once Tech Support closes the zoho desk ticket, place a test call. Queued calls will hold until the next available extension answers.