Queue Thresholds

Queue thresholds allow you to setup multiple layers of escalation that can be based on immediacy or time.

By specifying a threshold type as immediate, members of that group will have their phones ring straight away as soon as a call arrives at the head of the queue.

By specifying a threshold type as SLA, the threshold delay can be specified in seconds. This determines how long a call in the queue will wait before the phones in this tier starts ringing.

Alternatively, rather than relying on a SLA for escalation, multiple tiers of ‘immediate’ thresholds can be created and separated by ‘Threshold Priority'. This will cause phones in the lower ‘Threshold Priority’ to ring first. If all the phones in the lower threshold priority are on a call, the next call causes the phones in the next priority to start ringing.