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| ====== Queue ====== | ====== Queue ====== | ||
| - | 队列与坐席组相对应，坐席组用于设定和管理人员，队列则用设定呼叫过程中的各种参数。没有与坐席组绑定的队列是没有任何用途的。 | ||
| - | =====队列添加===== | + | 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. |
| - | <note tip>当保存一个未指定队列的坐席组时，系统将提示是否自动为该坐席组绑定一个队列</note> | + | |
| - | 点击左侧菜单的 [[:en:module_manual:advanced]] -> 队列管理，进入管理页面，点击“添加”按钮,系统将弹出添加的窗口,如图所示 | + | =====Add a queue===== |
| + | <note tip>When saving an agent group without a queue, the system will remind you of assigning a queue for this group.</note> | ||
| + | |||
| + | Menu on the left [[:en:module_manual:advanced]] -> queues, and click add. | ||
| {{:en:module_manual:advanced:queue_add.jpg?768|Add Queue}} | {{:en:module_manual:advanced:queue_add.jpg?768|Add Queue}} | ||
| - | ====必填项目==== | + | ====Mandatory fields==== |
| - | **队列号码：** 由数字组成，同时也是该队列在该团队内的分机号码，不能与任何其他内线号码重复。 | + | **Queue No.：** Made up of numbers, serves as the queue's internal extension within this team, cannot be repeatd. |
| - | **队列名称：** 队列的名字，用简短的词语标识队列是干什么用的，属于对号码的备注。 | + | **Queue name：** name this queue. |
| - | **队列名称：** 队列类型，根据不同的需要，系统分为默认队列和astercc队列两种，一般情况下都使用默认队列。 | + | **Queue type：** for different purposes, can be default and astercc. Default is used more often. |
| - | **振铃策略：** | + | **Ring strategy：** |
| - | * 最久未呼叫：距上次通话时间最久的坐席优先 | + | * lastrecent: agent who is being idle for the longest from the last call has the priority. |
| - | * 最少通话，按通话最少排序坐席，通话最少的坐席先振铃，如未接听，那么顺次向下振铃。 | + | * fewestcalls: it rings the agent who has made the least calls first, if he does not answer, it will ring the second least one. |
| - | * 随机，随机振铃当前可用坐席。 | + | * randmo: it rings agents randomly. |
| - | * 记忆轮询，按上一次振铃的坐席，向下顺序振铃。 | + | * rrmemory: ringing each available interface |
| - | **团 队**：确定由哪个团队来使用此队列。 | + | **Team**：which team is using this queue |
| - | **工号通告：**选择一条语音用于在报工号前或者后紧接着播放。由于不同国家语言差异，造成语序前后不一致，所以视实际需要设置报工号顺序 例如 现在为您服务的坐席是2000（属于工号前语音）或者2000号坐席为您服务（属于工号后语音）。 | + | **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". |
| - | **等待音乐：** 当坐席在队列中等待时系统播放的音乐。 | + | **MOH：** the music playing when the agents are in the queue waiting. |
| - | **失败转向：** 坐席超过在队列中的最大等待时长时将进入失败转向，可以设定的转向目标包括：挂断，呼入语音，电脑话务，队列，分机，振铃组，语音邮件，播放忙音中的任意一项。 | + | **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. |
| - | **失败转向目标：** 当选择了失败转向时，将在这里设定转向的具体目标 | + | **Failover：** When you select what failover, select the target here |
| - | **坐席超时时间：** 坐席多少秒不接电话就超时，队列将呼叫下一个优先级的坐席。 | + | **Agent timeout：** when this agent does not pick up the phone within the time, the queue will call the agent holding the next priority. |
| - | **重试间隔：** 在一次超时之后，至少间隔多少秒后才再次呼叫坐席。 | + | **Retry：** After how long will it call the agent again after one timeout. |
| - | **最大等待时长：** 当坐席在该队列中的等待时长超过该数值时，呼叫将被转到失败转向设定的目标。 | + | **Max wait time：** When the agent wait for this long, the call will be transferred to the failover target. |
| - | **允许进入空队列：** 当选择是时，即使该队列中没有任何坐席，客户仍然可以在坐席中等待，否则当此项设定为否时，队列中没有任何坐席签入时，主叫方将进入失败转向。 | + | **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. |
| - | **振铃间隔：** 在一次呼叫坐席失败后，呼叫下一个坐席之前等待的时间。 | + | **Wrapup time：** When failed to call one agent, for after how long it will call the next agent. |
| - | **自动填充：** 选择是时，当队列中有多个主叫等待时，队列将同时将这些呼叫分配给可用的坐席。否则系统将按顺序逐一分配。 | + | **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==== | ||
| - | ====高级资料==== | + | {{:en:module_manual:advanced:queue-adv.png?768|Queue Advanced}} |
| - | **队列通告：**刚一进入队列要播放给客户的语音。 | + | |
| - | **坐席通告：**坐席接起电话时播放给坐席的语音。 | + | **Join Announcement：** The message play to caller once they join the queue |
| - | **评 分：**邀请客户对服务打分时播放的语音。 | + | **Agent Announcement：** The message play to agent when agent pick up a call |
| - | **最大重试次数：**如果无人接听，最多重试几次。 | + | **Rate：** The message play to agent before they can rate to the agent |
| - | **自动转入条件：**用于系统通过变量匹配到相对应的队列。 | + | **Auto-Switch：** Can be used to choose a queue automatically |
| - | 例如当客户在ivr中选择了中文，这时系统变量LANGUAGE=cn， | + | Let's say we have an IVR to ask caller to choose the language, then there's a global variable LANGUAGE=cn, |
| - | 本条队列转入的条件设置为LANGUAGE=cn，正好与系统变量相匹配，那么系统会让客户进入这条队列执行后续操作。 | + | here we put "LANGUAGE=cn", then system will allow customer to join this queue |
| - | 通过Ivr让系统变量匹配队列的前提： | + | How to config IVR so system can choose queue automatically: |
| - | 在[[电脑话务]]模块中定义了全局变量； | + | config a global variable in IVR |
| - | 设置电脑话务的目标，转向=队列，转向目标=自动转向。 | + | in IVR, transfer choose "Queue", active id select "Auto Switch" |
| - | **增加主叫名称前缀：**对进入队列的号码在其名称前增加内容。 | + | {{:en:module_manual:advanced:auto-switch.png?768|}} |
| - | **增加主叫号码前缀：**对进入队列的号码在其名称前增加号码。 | + | **Add CIDName Prefix:** Add a prefix to CallerID Name |
| - | **超时时间：**进入队列多少秒无人接听后超时。 | + | **Add CIDNum Prefix:** Add a number to CallerID Number |
| - | **多方通话：**是否允许多方通话会议。 | + | **Agent Privilege:** If the agent is allowed to start a conference |
| - | 数据填写完毕后，点击【保存】按钮进行数据保存。此时在队列管理页面左上角出现黄色提示条目，如下图所示： | + | After the edit, click "Save" and you will see |
| {{:en:module_manual:advanced:queue_reload.jpg|Queue Reload}} | {{:en:module_manual:advanced:queue_reload.jpg|Queue Reload}} | ||
| - | 点击黄色提示信息，将系统配置文件重载。 | + | Click the yellow bar to apply the changes, after the click, the bar will disappear, and give a reload success message |
| - | 点击后，提示条消失，并且提示“重载成功！” | + | double click the record to open the edit window, then you can edit the options |
| - | + | ||
| - | 双击该数据，可以打开编辑界面，对该条数据进行修改操作 | + | |
| {{:en:module_manual:advanced:queue_edit.jpg|Edit Queue}} | {{:en:module_manual:advanced:queue_edit.jpg|Edit Queue}} | ||
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