Queues
Queues are used when you receive many calls but have few agents/recipients. This allows the caller to be placed in a queue if all agents are busy.
Configuration
Click on the "Applications" tab and select the "Queues" menu item.
To add a "Queue", click on "Add Queue".
General
The following configuration options are relevant for creating a queue:
- Queue Number:
<ID of the queue> - Queue Name:
<Name of the queue> - CID Name Prefix:
<Any prefix added before the phone number> - Ring Strategy:
<The way calls are accepted> - Autofill:
<Callers in the queue do not have to wait for the previous caller> - Skip Busy Agents:
<Agents who are busy will be skipped> - Fail Over Destination:
<Destination for missed calls>
Queue Agents
Under this tab, you can configure which "Extensions" are allowed to take calls from the queue. These are referred to as "Agents."
There are 2 types of agents:
- Static Agents:
<Agents who cannot log out of the queue> - Dynamic Agents:
<Agents who can log out of the queue>
They can also have priorities, represented by a decimal number. The lowest number always rings first, the highest last.
Timing & Agents Options
Under this tab, various configurations regarding timing and agents can be made:
- Max Wait Time:
<Maximum time a caller can be kept in the queue> - Agent Timeout:
<How long an agent's phone rings before it times out> - Retry:
<The duration between agent ring times> - Wrap-Up-Time:
<How long an agent is not rung after ending a call> - Auto Pause:
<If an agent misses a call, they are automatically paused>
Capacity Options
Under this tab, various configurations regarding queue capacity can be made:
- Max Callers:
<Maximum number of callers in a queue> - Join Empty:
<Decide whether a caller is placed in the queue even if no agent is active> - Leave Empty:
<Option to automatically empty the queue if no agents are logged in>
Caller Announcements
Under this tab, various configurations regarding automatic notifications for the caller can be made:
- Frequency:
<How often the caller's position is announced> - Announce Position:
<Decision whether to announce the caller's position> - Announce Hold Time:
<Announce the caller's approximate wait time>
Finally, click on "Submit" and "Apply Config".