Queues

From Taridium

Revision as of 17:42, 26 June 2009 (view source) Webmaster (Talk | contribs) ← Older edit		Latest revision as of 22:35, 8 December 2009 (view source) Webmaster (Talk | contribs) (→Music On Hold Class)
(13 intermediate revisions not shown)
Line 13:		Line 13:
	=== Queue Extension ===		=== Queue Extension ===
-	An optional extension.	+	An optional internal extension for the queue. This needs to be unique within the system.
-	=== Greeting Mailbox ===	+	=== Music On Hold Class ===
-	If group type has been selected as '''Ring+Mailbox''' or '''Mailbox''' this specifies the greeting which will be used. Both '''busy''' and '''unavailable''' greetings can be selected from any mailbox on the system.	+	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|Music On Hold]] dialog.
		+
		+	=== Strategy ===
		+
		+	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.
		+
		+	=== Periodic Announcements ===
		+
		+	Whether to play back periodic announcements during queue wait.
		+
		+	=== HT Frequency ===
		+
		+	How often to play back '''hold times'''.
		+
		+	=== PA Frequency ===
		+
		+	How often to play back '''periodic announcements'''.
	=== Record Calls ===		=== Record Calls ===
Line 23:		Line 61:
	If checked, all calls to this group will be [[Call Recording|recorded]] and stored in the database.		If checked, all calls to this group will be [[Call Recording|recorded]] and stored in the database.
-	=== Deliver Messages ===	+	=== Ring in Use Channels ===
-	Where to deliver messages if '''Ring+Mailbox''' or '''Mailbox''' has been selected.	+	Whether to ring channels/phones that are already in use/have taken a call.
-	=== Voicemail Delay ===	+	=== Key Press Exit ===
-	How long to ring phones before going to voicemail. Needs to be adjusted if '''Ring Strategy''' has been set to '''sequential''' or '''round robin'''.	+	Whether to allow caller exit by pressing any key.
-	=== Ring Strategy ===	+	=== Unique Numeric ID ===
-	How to ring phones:	+	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 [[Feature_Map|star code]] assigned to the '''Queue Member Logon/Logoff''' feature. See also the '''active''' setting in the member list.
-	* '''ring all''' ring all phones	+	[[Image:qlogon-info.png]]
-	* '''sequential''' ring phones in sequential order	+
-	* '''round robin''' ring phones in random order	+
-	=== Ring Extension ===	+	=== Queue Timeout ===
-	How long to ring phones if '''Ring Strategy''' has been set to '''sequential''' or '''round robin'''.	+	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.
		+
		+	=== Auto Fill ===
		+
		+	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.
	=== Language ===		=== Language ===
-	The selected language for the group. Affects built-in prompts playback after IVR has been executed.	+	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.
-	=== Missed Call E-Mail Notifications ===	+	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.
-	If set an e-mail will be sent to the e-mail address(es). Use commas to separate multiple e-mail addresses.	+	A '''call limit''' can be set for each member so that they accept only certain number of calls at a time.
-	=== Group Type ===	+	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:
-	The group type specifies whether the group should be '''Ring only''', '''Ring+Mailbox''' or a '''Mailbox Group'''.	+	#Using the [[End User Panel]] (The correct user needs to be associated to the channel)
		+	#Using the [[Phone_Browser_XML_Applications|XML applications]] provided for Aastra, Cisco and Polycom phones
		+	#Using the [[Feature_Map|star code feature]] (you will have to assign an unique ID)
	== Upon Timeout ==		== Upon Timeout ==
-	Which action to take once the application times out or invalid input has been entered.	+	Which action to take once the application times out or a key has been pressed.

---

Latest revision as of 22:35, 8 December 2009

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.

Contents 1 Queue Dialog 1.1 Queue Name 1.2 Queue Extension 1.3 Music On Hold Class 1.4 Strategy 1.5 Maximum Queue Length 1.6 Logoff on Member Timeout 1.7 Announce To Agent 1.8 Include Hold Times 1.9 Periodic Announcements 1.10 HT Frequency 1.11 PA Frequency 1.12 Record Calls 1.13 Ring in Use Channels 1.14 Key Press Exit 1.15 Unique Numeric ID 1.16 Queue Timeout 1.17 Wrap Up Time 1.18 Auto Fill 1.19 Language 2 Adding Queue Members 3 Upon Timeout

Queue Dialog

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.

Queue Name

A descriptive name for the queue. This needs to be unique within your queues.

Queue Extension

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.

Strategy

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.

Periodic Announcements

Whether to play back periodic announcements during queue wait.

HT Frequency

How often to play back hold times.

PA Frequency

How often to play back periodic announcements.

Record Calls

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.

Queue Timeout

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.

Auto Fill

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.

Language

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:

1. Using the End User Panel (The correct user needs to be associated to the channel)
2. Using the XML applications provided for Aastra, Cisco and Polycom phones
3. Using the star code feature (you will have to assign an unique ID)

Upon Timeout

Which action to take once the application times out or a key has been pressed.