This is an old revision of the document!

====== 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===== <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}} ====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：** * 最久未呼叫：agent who is being idle for the longest from the last call has the priority. * 最少通话，ti rings the agent who has made the least calls first, if he does not answer, it will ring the second least one. * 随机，it rings agents randomly. * 记忆轮询，按上一次振铃的坐席，向下顺序振铃。 **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, 呼入语音，IVR, queue, device, ringgroup, voicemail, or 播放忙音. **Failover：** 当选择了失败转向时，将在这里设定转向的具体目标 **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==== {{: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。 **评 分：**邀请客户对服务打分时播放的语音。 **最大重试次数：**如果无人接听，最多重试几次。 **自动转入条件：**用于系统通过变量匹配到相对应的队列。 例如当客户在ivr中选择了中文，这时系统变量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。 通过Ivr让系统变量匹配队列的前提： 在[[电脑话务]]模块中定义了全局变量； 设置电脑话务的目标，转向=队列，转向目标=自动转向。 **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。 **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。 **超时时间：**进入队列多少秒无人接听后超时。 **多方通话：**是否允许多方通话会议。 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： {{: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。 点击后，提示条消失，并且提示“重载成功！” 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}}