A Linear Hunt is a type of call queue where agents are rung in a pre-defined order. These priorities for the agents are set when agents are added to the queue after its creation.

A Linear Cascade follows the same principle with the exception that callers are routed to groups of agents in a predefined order. When the initial group rings, the call will be forwarded to the next group if the call exceeds the set timeout for ringing agents. If the call reaches the last group and an agent is still not available, then the caller will be sent to the extension or number that is set in the In-Queue Options of the call queue's settings. 

Step 1: Set Up a Linear Cascade Queue

To create a Linear Cascade queue…

1. Login to the Stratus web portal and navigate to the Call Queues page.
    
2. Take note of the next extension number available and click the Add Call Queue button.
   

   Note: If you are updating an existing queue to be a Linear Cascade queue, click the Edit icon next to the queue that needs its Type changed.

   On the Basic tab of the queue's settings menu, use the Type section to select Linear Cascade.

    
3. In the Basic tab of the Add a Call Queue menu, fill in the fields to create and customize a Linear Cascade queue.
   
   • Name - Give this call queue an identifiable name.
   • Extension - Type in the next available extension number that is not already in use.
     

     Quick Tip: Using an extension number in the 8000s is recommended for call queues. 

      
   • Type - Select Linear Cascade.
     
4. In the Pre-Queue Options tab, the main setting adjusted is the Queue Audio.
    
   

   Note: By default, the queue will play the audio stored in the Music on Hold section. 

   To have the phone play ringing for callers in the queue, use the Queue Audio dropdown to select Ringback. 
   

    
5. In the In-Queue Options tab, set the following timeout settings: 
   • Queue Ring Timeout - Set how long (in seconds) the queue should ring all agents and tiers in the queue. 
     
     

     Note: By default, the queue will ring for 30 seconds (6 rings; 1 ring = 5 seconds). 

      
   • Agent Ring Timeout - Set how long (in seconds) each group of agents should ring before moving on to the next group.
     
     

     For example… If there are 2 groups of agents that each ring for 15 seconds, the queue should have a Queue Ring Timeout of 30 seconds and an Agent Ring Timeout of 15 seconds to ensure both groups ring for an equal amount of time.

     

      
6. For Linear Cascade queues, you can set special settings for how groups of agents should ring when a call enters the queue and after a call gets counted as unanswered.  
   
7. If needed, set a forwarding destination to act as an exit option for calls that go unanswered by all agents. 
   
   To do so, set the If Unanswered option to "Forward to destination".
   
   

   Quick Tip: With the Forward to Destination option, you can route unanswered calls to a call queue, auto attendant, user, or a 10-digit phone number.

    
8. Once the queue has been configured, click the Next and then Add buttons.

 Step 2: Add Agents in Order

To ring users of the business, Agents will need to be added to the new Linear Hunt call queue. 
To do so…

1. Click the Edit Agents icon next to the new Ring All call queue. 
    
2. In the Edit Agents menu, use the Agent Extension box to type in the extension numbers of users that will be in a tier together.
3. Use the sliders to adjust the optional settings for these agents.
   
4. Use the Order in Linear Hunt dropdown to select the ordered group that the selected agents should ring for.
   
5. If needed, adjust the rest of the settings.
   
6. Once you have selected the agent and configured their settings, click the Save Agent button.
7. Repeat the process for any additional, new agents for the queue.
8. Once all agents have been added, click the Done button.