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