Queues
Queues- Call queue permits an “on hold” feature that holds all the incoming call in a queue and distributes the calls to the available agents.
Editing/Creating a new Queue will show more options:
Name- allows you assign a name to the queue
Number- Allows you to assign a number to the queue
Always Record- Allows you to always record the call. The call record is available trough the CallHistory page.
Play to the Caller- Where you assign if the user will hear the defined ‘Music on Hold’ or ageneric ring
Queue timeout- is the amount of time the caller can be hold in the queue before being sent to the destination specified in the “On timeout”
Service Level-
Max Queue Length- max time you will allow a person to remain in queue
Queue Server-
Agents- People who answer calls
Strategy-Way in which agents will be reached; it can be one of the following:
- Ring All– All agent phones are ringing at the same time
- Round Robin – Agent phones are ringing one at the time, in a round robin way
- Random – Agent phones are ringing in a random order
- Least Recent – The least recent agent is rang
- Fewest Calls – The agent with the fewest calls is rang
- Linear – agents are rang in the order specified.
Due to some softswitch limitation, it is not possible to change the ‘Strategy’ of an already defined Queue to ‘Linear’. The queue needs to be deleted and then recreated.
Agents- lists the agents in the queue. For each extension, two kind of agent are available,the first is normal and the “following to A.D.” permits to forward the call to the AdditionalDestination defined for the extension.
Agent Timeout- The amount of time an agent is rang before moving on the next agent.A special action can be configured when ‘No Available Members’ are present in the queue.
Wrap up time –
On no Available Members- Action to take when no agents are available.
Agent Announce:
Caller ID number – number assigned to the extension
Caller ID name- If you want to assign a name to the extension the call is coming from
Periodic Announcesection allows the definition of the announcement to play to the callers in thequeue with the Announce Frequency.
The Periodic Announce can be chosen fromthe media file loaded in the “Media files” section.
Queue Call Back-
The user can exit the Queue by pressing the “Queue Exit Key” and he will be directed tothe destinations chosen by the “On Exit Key”. A special destination can be selected, named
“Exit the Queue and call back when it is your turn” allowing the caller to ‘hangup' the call and being automatically called back when his saved position is in front of the queue, ready to be served.
Queue Exit Key: Defines what key command will allow user to exit queue
On Exit Key: Allows you to define what action will be taken when Exit Key is pushed
On Queue Call Back: Allows you to define what action to take when calling back caller
Caller ID Number: Allows you to define a number that will appear on Caller ID
Caller ID Name: Allows you to define caller ID name
Call Back Max Attempts: Allows you to define how many attempts will be made to call a caller back before going to the next caller in queue
Position/ Time Announce- The position of the user can be played with the “Announce Pos. Frequency”, if different than zero.
It is possible to redefine the messages usually played to the user choosing them from the media files uploaded previously.
