Queue Configuration — Cloudspire Voice Administration

A complete walkthrough of queue configuration in the Cloudspire Voice admin console. Queues are the core of the call center, holding callers in line and distributing them to available agents using configurable ring strategies, penalty-based escalation tiers, caller priority, callbacks, and real-time AI coaching.

In this video:
- Queue list view with strategy, member count, and status indicators
- Creating a new queue — name, number, strategy, timing, and agent options
- Eight ring strategies — Ring All, Least Recent, Fewest Calls, Random, Round Robin, Round Robin Ordered, Linear, Weighted Random
- Timing settings — ring timeout, retry delay, wrapup time, service level SLA target
- Audio configuration — join announcement, agent whisper, hold music, periodic announcements
- Position and hold time announcements — built-in caller updates on a configurable interval
- Penalty rules — time-based escalation tiers that widen the agent pool as wait time increases
- Caller priority — VIP callers jump to the front via phonebook matching
- Cloudspire Assist — real-time AI coaching with runbook selection and LLM interval tuning
- Callbacks — callers request a callback instead of waiting on hold

Full documentation:
https://docs.cloudspirevoice.com/voice/admin/queues.php

Cloudspire Voice — Cloud Communications Platform
https://cloudspirevoice.com

Cloudspire AI — Intelligent Communication
https://cloudspire.ai

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