Queue

Queue and agent group work together. Agent groups are for setting and managing staff, while queues are for configuring parameters in the calling process. A queue without a bound agent group has no use.

Add a queue

When saving an agent group without a queue, the system will remind you of assigning a queue for this group.

Menu on the left advanced → queues, and click add.

Add Queue

Mandatory fields

Queue No.: Made up of numbers, serves as the queue's internal extension within this team, cannot be repeatd.

Queue name: name this queue.

Queue type: for different purposes, can be default and astercc. Default is used more often.

Ring strategy:

  • lastrecent: agent who is being idle for the longest from the last call has the priority.
  • fewestcalls: it rings the agent who has made the least calls first, if he does not answer, it will ring the second least one.
  • randmo: it rings agents randomly.
  • rrmemory: ringing each available interface

Team:which team is using this queue

Agent number announce: Choose a piece of voice message to play before or after announcing the agent number. Before is like “This is agent 2000”, and after is like “2000 agent is speaking”.

MOH: the music playing when the agents are in the queue waiting.

Failover: when the agent has been waiting longer than the queue timeout, it will be transferred to failover: hangup, announcement,IVR, queue, device, ringgroup, voicemail, or play busy tone.

Failover: When you select what failover, select the target here

Agent timeout: when this agent does not pick up the phone within the time, the queue will call the agent holding the next priority.

Retry: After how long will it call the agent again after one timeout.

Max wait time: When the agent wait for this long, the call will be transferred to the failover target.

Allow join empty: When choose yes, even if there is on agent in the queue, the customer can still be waiting in the queue; when choose no, and there is no agent signing in, the caller will be transferred to the failover target.

Wrapup time: When failed to call one agent, for after how long it will call the next agent.

Autofill: When choose yes, and how many caller waitng in queue will the queue assign there caller to the available agents. Otherwise, the system will assign them accordingly.

Advanced

Queue Advanced

Join Announcement: The message play to caller once they join the queue

Agent Announcement: The message play to agent when agent pick up a call

Rate: The message play to agent before they can rate to the agent

Auto-Switch: Can be used to choose a queue automatically

Let's say we have an IVR to ask caller to choose the language, then there's a global variable LANGUAGE=cn, here we put “LANGUAGE=cn”, then system will allow customer to join this queue

How to config IVR so system can choose queue automatically:

config a global variable in IVR

in IVR, transfer choose “Queue”, active id select “Auto Switch”

Add CIDName Prefix: Add a prefix to CallerID Name

Add CIDNum Prefix: Add a number to CallerID Number

Agent Privilege: If the agent is allowed to start a conference

After the edit, click “Save” and you will see

Queue Reload

Click the yellow bar to apply the changes, after the click, the bar will disappear, and give a reload success message

double click the record to open the edit window, then you can edit the options

Edit Queue

en/module_manual/advanced/queue.txt · Last modified: 2013/12/26 06:29 by solo
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