Queues
Queues make it possible to better track and manage the usage of your system and agents.
Agents are assigned and login to Queues, which allows the Queue Reports to capture and present analytical data.
To access the Queues page, do the following:
- Login to your PBX Admin Portal.
- i.e. customer.freevociepbx.com/maint
(replace customer with your system's actual subdomain) - Go to PBX > PBX Setup > Queues.
Queue Number - Set the Number of the Queue (Required)
Queue Name - Set a logical identifier for the Queue Name
CID Name Prefix - You can include a prefix to the inbound Caller ID.
Ring Strategy - You can choose the Ring Strategy to distribute calls.
Max Wait Time - You can set the amount of time that the call will ring before failing to the destination if no answer.
Max Callers - You can set the maximum amount of callers allowed to wait in the queue.
Agent Ring Timeout - You can set the amount of time that each agents phone will ring.
Retry Wait - You can set the amount of time waited before re-trying the agent.
Agent Wrap-Up Time - You can set the amount of time that an agent is unable to take calls after completing a call.
Skip Busy Agents - If set to Yes, Agents that are on calls will not have their phone ring.
Answer Call - If set to Yes, the Queue will answer calls before adding the caller to the Queue.
Distinct Ring - You can select a desired ring tone.
You can add dynamic agents(A1000) and/or static agents(1000) to the Queue.
Caller Join Announcement allows you to play a message to incoming queue calls.
Agent Announcement allows you to to play a message to agents that join the queue.
Music on Hold Class - This is where you select which MoH class will be played.
Wait Time Prefix - If set to yes, the minutes of the calls wait time will be added to the caller id.
Ringing Instead of MoH - Check this box to play a ring sound instead of music.
Join Empty - Here you can select the options for what you want to happen to joining callers when the queue is empty.
Leave When Empty - Here you can select the options for what you want to happen to current callers when the queue is empty.
Call Recording - Check this box to record calls in this queue.
Queue Weight - From 0 to 10 you can set the priority of this queue.
Service Level - The amount of seconds that can pass before triggering reporting.
Email Alert - You can enter an e-mail here that will be contacted if the service level is breached.
URL Pop - Here you can add the external links that your agents will use.
Frequency - How often you want the announcement to play while the customer holds.
Announce Position - If set to yes, the customer will hear what place in line they are.
Announce Hold Time - If set to yes, the customer will hear their estimated hold time.
Minimum Repeat Frequency - When their position changes, this setting will allow the announcements to play after x seconds.
IVR Break Out Menu - Select which IVR to break out to.
Repeat Frequency - How often you want the IVR to play while the customer holds.
New Rule: After x Seconds, Set Minimum Penalty x Maximum Penalty x
Dynamic Penalty Rule List - List of penalty rules.
New Disposition - Define your dispositions.
Disposition List - List of dispositions.
Disposition URL - You can add a URL that will send the disposition to a 3rd party.
New Transfer Preset - Define a preset transfer number.
Transfer Presets - List of preset numbers.
- Default Destination -- Where callers go when exiting the queue and no other destination is set for other exiting events
- Overflow Destination -- Where callers go when the maximum wait time is reached.
- No-Agent Destination -- Where callers go when no agent is available to answer the call.
- Max Callers Destination -- Where callers go when maximum callers limit is reached.