Queues
From Taridium
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.
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.
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.
Queue Timeout
Overall queue timeout.
Wrap Up Time (s)
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.
Upon Timeout
Which action to take once the application times out or a key has been pressed.