This page lists the queues that have been created, describing the strategy that would be used for each queue. When an extension is assigned to a queue, and a call is made to the extension, the call is kept in the queue and is redirected to the agents that have been selected for the queue according to the strategy selected for it.
The page is divided into two sections.
- Search – Queues can be searched by name, extension and strategy.
- Queue List – This section lists out the queues that have been created till date.
Adding a queue –
To add a new queue, click on the ‘Add Queue’ button above the grid. It will open a create form as shown below.
Apart from the self-explanatory fields, the fields are as follows-
Strategy – Select the strategy by which each agent in the queue will be called. The strategies are as follows.
- Ring all- Rings all agents simultaneously.
- Longest Idle Agent- Rings the agent who has been idle the longest.
- Round Robin- Rings the agent in position but remembers the last tried agent.
- Top Down- Rings the agent in order position starting from 1 for every member.
- Agent with least talk time- Rings the agent with least talk time.
- Agent with fewest calls- Rings the agent with fewest calls.
- Random- Rings agents in random order.
MOH(Music On Hold) – The file selected here will be played as the music, when a caller is waiting in the queue to talk to an agent.
Information Prompt – The file selected here will be played as information prompt before call forwards to the queue.
Max Waiting Calls – How many calls could be in waiting in this Queue.
Timeout – If the caller is in a queue for more that what is specified in the timeout then the call is dropped automatically.
Wrap Up Time – After how many seconds next call should come to the Agent.
Recording – If this switch is enabled, then all the calls on this queue will be recorded.
Auto Answer Agent Call – If this option is enabled, agent calls will be answered automatically.
Exit Caller If No Agent Available – If this option is enabled then, then if there is no agent available in this Queue then call will be disconnected.
Play Position on Enter – If this option is enabled, the System will play caller position when user enters in Queue.
Play Position Periodically – If this option is enabled, System will keep playing caller position till his call is getting answered.
Periodic Announcement (Sec) – After that many seconds, Caller Position and Periodic Announcement Prompt will be played if selected.
Periodic Announcement Prompt – If selected, then this prompt will be played periodically if periodic announcement is set.
Display Name in Caller-ID – Whether to display name in Caller-ID or not.
Queue Auto Login – If Enabled, agent will be login into queue by default.
Call features – Whether to enable or disable the access to feature provided during the calls. e.g. call pickup , transfer , park and recording.
On Fail Activity – If this option is enabled then call can be forwarded to Another Extension, Queue, Ring-Group, IVR, URl, Voicemail etc when call is not answered.
On Fail Activity Type – Select the activity where you want to forward your call i.e Extension, IVR, Ring-Group etc.
On Fail Activity Number – Specify the extension number for selected activity type.
Send missed call notification – If Enabled, Missed call notification will be sent if queue call is missed.
Email – Define email ID to receive missed call notification.
Interrupt – If this option is enabled then call can be forwarded to Another Extension, Queue, Ring-Group, IVR, URl, Voicemail etc when Caller interrupt call by pressing the Exit key.
Interrupt Activity Type – Select the activity where you want to forward your call i.e Extension, IVR, Ring-Group etc.
Interrupt Activity Number – Specify the extension number for selected activity type.
Agents – Select the agents that will be handling this queue.
Queue Callback – if this option is enabled, then user have list of Queue callback available in system and user can select one from it.
Agent Announcement – If enabled, then tenant have option to select whether to play Announce prompt or Announce time to agent when he/she picks up the call.
Announcement Prompt – If selected, then announcement prompt will be played.
Announcement time – If enabled, then customer waiting time will be played to agent.
Sticky Agent – If this switch is enabled, and if the customer is talking with an Agent and the call gets disconnected due to some reason. So if that customer calls again he/she will be connected to the last talked agent.
Stickiness Validity (Days) – Define validity of Sticky Agent in days. I.e if it is set to 5 days then even if same customer calls again with the same number it will be connected to the Queue instead of last talked Agent.
Stickiness Validity Preference – Stickiness validity preference can be selected as Mapped Time or Last Talked Time.
Note :- Queue Callback option is available only when Queue monitor license is there.
Editing a queue –
To edit the details of a particular queue click the little blue icon for that queue in the grid. It will open an update form which is the same as create form. However, the name of a queue cannot be edited.
Deleting a queue –
To delete a particular queue, click the little red icon for that queue in the grid. It will delete the queue.