Call queues also known as ACD allow you to setup advanced call distribution for your PBX system.
To access call groups click on Applications → Queues.
Adding a queue requires at least a queue name. Once the queue name has been specified you can start by adding members to the queue.
A descriptive name for the queue. This needs to be unique within your queues.
An optional internal extension for the queue. This needs to be unique within the system.
Music On Hold Class
Select which music on hold should be played back while callers wait in the queue. Use the ringing only option to signal ringing to the caller. See also Music On Hold dialog.
The strategy specifies how callers should be distributed to queue members.
- ring all ring all available members until one answers
- least recent ring interface which was least recently called by this queue
- fewest calls ring the one with fewest completed calls from this queue
- random ring random interface
- round robin (memory) round robin with memory, remember where we left off last ring pass
Maximum Queue Length
Specifies the maximum length of the queue (callers). If reached users are sent to Upon Timeout/Key Pressed function or application. If not set, the length is unlimited. Length here refers to the queue itself, meaning number of callers.
Logoff on Member Timeout
Logs a member off the queue if the member ring timeout has been reached. This is the same as a paused/inactive member.
Announce To Agent
An optional prompt that can be played back to the agent before the call is connected.
Include Hold Times
Whether to play back hold times during queue wait.
Whether to play back periodic announcements during queue wait.
How often to play back hold times.
How often to play back periodic announcements.
If checked, all calls to this group will be recorded and stored in the database.
Ring in Use Channels
Whether to ring channels/phones that are already in use/have taken a call.
Key Press Exit
Whether to allow caller exit by pressing any key.
Unique Numeric ID
This ID provides a way to identify individual queues when using the star code feature to pause/un-pause agents. You will need to have a star code assigned to the Queue Member Logon/Logoff feature. See also the active setting in the member list.
Overall queue timeout. This value will override any other timeout settings.
Wrap Up Time
If specified the system will temporarily pause the queue member for the set duration (in seconds) until it sends calls to the member again. This can be used to perform certain tasks after a call has been completed.
When checked makes sure that when the waiting callers are connecting with available members in a parallel fashion until there are no more available members or no more waiting callers.
The selected language for the queue. Affects built-in prompts playback and other multi-language prompts after the queue has been executed.
Adding Queue Members
Once you created the queue you can start adding members. Queue members can be defined as having a 'penalty If the strategy is defined as 'ringall', then only those available members with the lowest priorities will ring.
Note: If one member does not pick up it will not automatically go to the next member. It will keep ringing the first member until they pick up. It will only go to the next member if the current member is either busy or unavailable.
A call limit can be set for each member so that they accept only certain number of calls at a time.
The active checkbox indicates whether a member is active/un-paused. This is sometimes also referred to as logged on or logged off. Users can individually control their status with the following three methods:
- Using the End User Panel (The correct user needs to be associated to the channel)
- Using the XML applications provided for Aastra, Cisco and Polycom phones
- Using the star code feature (you will have to assign an unique ID)
Which action to take once the application times out or a key has been pressed.