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.

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.