Queues

Call queue permits to hold all the incoming call in a queue and distribute the calls to the agents available.

When a call enters a queue, it is automatically answered.

General Settings

Name is the name of the queue

Number, optional, can be used to enter the queue directly, usually it is used to transfer a caller to a queue

Always Record permits to always record the calls entering the queue

Play to the caller allows to choose what to play to the caller waiting in the queue. You can play the defined Music On Hold, Continuous ringing or Music On Hold until the agent phone is ringing and then ringing

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 are the maximal number of seconds a caller is supposed to stay in the queue. This is just for statistical analysis to compute the SLA for the queue

Max Queue Length are the maximal number of callers to be held in the queue

Weight assigns to the queues a 'weight'. Weight of the queue when compared to other queues, higher weights get first shot at available channels when the same agent is included in more than one queue, it works only in not agent ordered queues, like ring all strategy.

Auto fill when enabled, the queue will push multiple calls through at same time until there are no more waiting callers or no more available agents

On timeout is the destination to send the callers when the "Queue timeout" is expired

Queue server permits to define on which server to hold the queue. If the selected server is not available, after few seconds the queue will be assigned to a different server

Agents

Strategy can be one of the following:

• Ring All – All agents are rang at the same time (Asterisk strategy RINGALL)
• Round Robin – agents are rang, one at the time, in a round robin way (Asterisk strategy RRMEMORY)
• Random – agents are rang in a random order (Asterisk strategy RANDOM)
• Weighted Random - rings random agent, but uses the agent's penalty as a weight when calculating their metric. So an agent with penalty 0 will have a metric somewhere between 0 and 1000, and an agent with penalty 1 will have a metric between 0 and 2000, and an agent with penalty 2 will have a metric between 0 and 3000. Please note, if using this strategy, the agent penalty is not the same as when using other queue strategies. It is ONLY used as a weight for calculating metric (Asterisk strategy WRANDOM)
• Least Recent – The least recent agent is rang (Asterisk strategy LEASTRECENT)
• Fewest Calls – The agent with the fewest calls is rang (Asterisk strategy FEWESTCALLS)
• Linear – agents are rang in the order specified. Due to some asterisk limitation, it is not possible to change the Strategy of an already defined Queue to “Linear”. The queue needs to be destroyed and recreated (Asterisk strategy LINEAR)

Agents' are the agents defined for the queue, they can be extensions, custom destination "Forward To" and External Agents

Custom Destination agents can be:

• normal - the system will try to track usage of the external number, not delivering call to busy custom extensions
• with no state monitoring - the system will ignore any usage of the external number, so it will be always ring
• with full features - the system will try to track usage of the external number, as above, but will use all the features set on the custom destination, when dialing out

Ring when in use/offline always dials the agent, even if in use or offline, useful to use the "Additional Destination" or FMFM for the extension

Agent timeout defines how long to ring the agent

Wrap-up time sets the amount of time to grant to the agent after one call is finished, before sending another call. It can be not possible to use if the agent is in multiple queue

Wait time for retry set the amount of time before dialing again an agent

Auto pause automatically set an agent in "Pause" if it is not answering to a call

Auto pause delay this setting will delay the auto pause of an agent by auto pause delay seconds from when it last took a call. For example, if this were set to 360 seconds, and a new call is presented to the agent 180 seconds after they last took a call, they will not be auto paused if they don't answer the call. If presented with a call 360 seconds or later after answering the last call, they will then be auto paused. If they have taken no calls, this will have no effect

On No Available Members If all the agents are offline, paused or have set DND, then this destination will be followed. It is not followed when at least a member is available, even if busy

On No Free Members If all agents are busy, offline, paused or have set DND, then this destination will be followed

Agent Announce is the message played to agent when he answers

Agent confirm message When the agent with confirm answers, play this message to invite to accept the call.

Run AGI when agent answers permits to define an AGI script to run when the agent answers

Max Call duration limits the call duration to the defined number of seconds

Periodic Announce

Announce Frequency sets the time to play the announce to the caller

Periodic Announce permits to select which announce to play

Queue exit key

You can define a key and when pressed, the caller is sent to a different destination

Queue Exit Key allows to choose which key to use

On Exit Key defines the destination. A very special destination named "Exit the Queue and call back when it is your turn" allows to place the caller Caller ID name in the "Call back" list and be called back when all the callers before him has been served. It will be placed in the first position

Call Back service

This is the service calling back a caller who has left the queue with the exit key.

Call back enabled is the main switch to enable/disable this feature

Call back when agents available will call back only if an agents is free to get calls

On Queue Call Back defines the additional destination to be used before connecting to the queue at the right position. NEVER enter the "Queue" destination here

Caller ID Number sets the callerid number to use when dialing back the caller

Caller ID Name sets the callerid name to use when dialing back the caller

Call backs max attempts defines how many calls attempt to do before giving up calling back the caller. A call attempt is made every minute

Abbandoned Calls

Notify abandoned calls to email permits to be notified when a caller hangup before being served. An Email Template needs to be defined to be sure to be able to receive the email

Call back abandoned calls automatically insert abandoned callers in the queue call back list

Position/Time Announce

Announce Frequency sets the frequency of the announce

Announce holdtime enables the hold time announce

Announce position enables the position announce