Keep video calls routed to the right team by updating who is in the queue, what it is called, and how it is prioritized.
Quick start:
1. Go to Settings > Contact Center Configuration > Voice & Video Calls.
2. Open the Video Calls queue from the Queues tab.
3. Edit the title, agents, and priority, then select Save.
Video Calls are subject to limited availability. You must be logged into Storable CRM's web version as an administrator to complete these steps.
Edit a Video Call Queue
From the main navigation, select (A) Settings to open your list of system settings.
Select (B) Contact Center Configuration to open Contact Connect settings.
In the left navigation, choose (C) Voice & Video Calls. When video calls are enabled, this menu reads "Voice & Video Calls"; otherwise, it shows "Voice Calls". The configurations and settings in this section (up to, but not including, Callbacks) also apply to video calls.
Select (D) Queues. The Configure Contact Center tab opens by default and shows your Queue List.
In the Queue List, locate (E) Video Calls. When video calls are enabled on your account, the system automatically creates this queue. There can only be one video call queue per account.
Select the corresponding pencil icon (F) Edit to open the Edit Queue window.
Update (G) Queue Title as needed. The system default is Video Calls. After you save, this name appears in your Queue List.
Manage membership with (H) Select Agent(s). Use the dropdown to add all, multiple, or a single Agent to this queue, or remove existing members.
Adjust (I) Queue Priority to control routing across queues. Higher numbers (for example, 99) are treated as higher priority than lower numbers (for example, 1). This is useful when you have both sales and service queues and want higher-priority calls answered first. The system defaults the Video Calls queue to the highest priority, but you can change this.
Save changes
Review your updates to the queue title, agent list, and priority.
Select (J) Save. The button is enabled once you have made edits, and your changes are applied to the video call queue.