Queue

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Queue

 

The  Queue object causes incoming calls to be placed in a queue, allowing a large number of calls to be handled, such as in a call center. This object includes a ring strategy that is used to define how those calls are divided between queue members. Music or other messages may be played to callers while they are waiting in the queue. In addition, the name of the queue is passed as part of the Caller ID to queue members using SIP devices. This feature is useful in the case of an agent who serves multiple queues (such as sales and technical support), and it allows that agent to determine from which queue the call is being forwarded. 

 

The  Queue object is connected to multiple queue members to whom calls are forwarded as per the defined ring strategy. It is important to note that when connecting cables from the right hand side of the Queue object to other objects, all cables are automatically labeled “Member”. However, there is an option to generate a “No Answer” cable, which should be connected to the object (such as voice mail) to which calls are to be forwarded if the queue wait time exceeds the maximum configured value.

 

The caller also has the option of exiting the queue at any time by pressing the "0" key on their dial pad. You may inform callers of queue instructions by inserting a  Voice Menu or Playback object with a voice recording in front of the Queue object.

The information to be entered for this object is:

The name of the Queue object. Note that this field must consist only of printable characters, as the name appears as a prefix in the Caller ID when calls are forwarded from this object to queue members using SIP devices.

 

The ring strategy to be used for this queue.

 

The options for the ring strategy are as follows:

Ring all - ring all available queue members simultaneously until one answers.

Least recent - ring the member who was least recently called by this queue.

Fewest calls - ring the member with the fewest completed calls from this Queue object.

Random – randomly ring a single queue member.

Round robin – ring members using a round robin policy, noting the last member who answered a call.

When you click on a configured Queue object, the object details are shown, including the selected ring strategy and the maximum time that a caller may wait in a queue without having the call serviced. This timer is configurable for between 0 and 15 minutes (with a resolution of 15 seconds), and may be changed by stretching and dragging the timer icon along the displayed timeline bar. If a call is not serviced within the configured time, then that call is forwarded to the object connected to the “No Answer” cable.

 

The queue logic for a call wait time that exceeds the maximum configured timeout value is implemented by clicking on the  icon. By doing this, the next cable that is generated from the Queue object will be labeled “No Answer” and should be connected to the object (such as voice mail) to which calls are to be forwarded if the queue wait time is exceeded.

Pre-recorded music, commercials or any other sound clip may be played to the caller while they wait in line for an available queue member. Clicking on the music icon  on the Queue object, allows the user to create playlists and to add sound files to those configured playlists. Note that sound files to be uploaded must be in .mp3 or .wav format.

Multiple playlists may be created, and each playlist may have many sound files which are played successively and repeatedly to the callers on hold. In the figure below, two playlists have been created: "Music on hold" and "Product Announcement".

 

Songs, messages and other sound clips may be added to the playlists by clicking on the  button. Playlist items may be deleted by clicking on the  icon next to the listed item. To play any listed playlist item, click on the arrowhead icon next to the listed item.

Playlists are activated by clicking on the  button. Note that only one playlist may be activated at any one time. Once a playlist has been assigned to a Queue object, then the music icon on that object is highlighted in yellow so as to indicate that a playlist is active.

 

A simple usage example of the Queue object is shown below. Incoming calls are forwarded to the Queue object, which in turn causes both Mike and Pete’s phones to ring simultaneously. If any incoming calls remain in the queue for more than 5 minutes (that is, the calls are unanswered), then those calls are sent to voice mail.

 

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