Calling Queues - VoIP.ms Wiki

Calling Queues

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Contents


Concept

If you want a solution to manage your incoming calls and have your customer(s) waiting on the line until an agent picks up the call, you can create a Calling Queue entry. This will permit you to have many calls on hold, queued calls in First In, First Out order until agents become available.

Queues consist of:

Agents are the people (or person) that answers the call(s) that have been placed into a specific Queue. An agent logs in indicating that they are now ready to take calls. An inbound call is sent to a queue, which is then in turn transferred to an available agent.

The members in the queue can be static or dynamic. The Static Members are those that are always connected to the queue and the Dynamic members are those that need to log in to the queue in order to take calls.

Please note that once a call is in the queue, it'll start being billed.

Log in or log out to the queue as Dynamic Member


If you want to get access to your Calling Queue, dial *11 then at the prompt dial the queue ID and password if you set one. e.g. If I want log in to the "call queue 1" I dial *11 >> Option 1 >> Password (optional).

If you want to log out from the call queue, dial *12 then at the prompt dial the queue ID. e.g. If I want to log out to the "call queue 1" I dial *12 >> Option 1.

Configuration

Go in to your Customer Portal >> DID Numbers >> Calling Queues

Screenshot (11h 41m 41s).jpg


And then go to "Create New Call Queue"

Screenshot 2.jpg


Now you are going to start a new configuration:


Queue Information

Screenshot3.jpg


Queue Options


Screenshot 4.jpg
      -Yes: Callers can join a queue with no members or only unavailable members.
      -Strict: Callers cannot join a queue without members or only unavailable members.
      -No: Callers cannot join a queue without members.
      -Yes: Callers are sent to the failover when there are no members. 
      -Strict: Callers are sent to failover if there are members but none of them are available. This applies to Static members that are not currently registered.
      -No: Callers will remain in the queue even if there are no members.

Calls are distributed among the members handling a queue with one of several strategies, defined in queues.conf

   -Ringall:: ring all available channels until one answers.
   -Leastrecent:: ring interface which was least recently called by this queue
   -Fewestcalls:: 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
Note: Currently only a device with the SIP protocol is able to report his status as 'in use'.

Music



The following options for music are available:

You can test the categories by dialing the following codes:

*** 89 Away in the Tropics
*** 90 Coffee and Sunrise
*** 91 Coffee Shop Acoustic
*** 92 Easy Listening
*** 93 Guitar Alchemy
*** 94 Happy Endings
*** 95 Light and Casual
*** 96 Orchestral Moods
*** 97 Piano Mix
*** 98 Rock Me Easy
*** 99 Spa Sounds
***100 No Music, Intermittent Bleep

Announcements and Fail Over


Screenshot 5.jpg

Periodic Voice Announcements


Voice Announcement: This is an optional setting, you can choose which recording will be played to the callers of this queue.

Frequency of announcement: Select the periodic interval to play the recording to the callers.


Periodic Hold Position, Estimated Hold-time announcements and Thank you for your patience announcement.


Announce Position frequency: This setting let's you know how often to make any periodic announcement. Optional setting.

Announce Round Seconds: Here you can choose if you want to announce the number of seconds or round to the minute. If you want to announce seconds, select the amount to round to.

If Announce position is enabled, do you also want to report estimated hold-time?: Either yes, no or only once. Hold time will be announced as the estimated time, or less than 2 minutes when appropriate.

Thank you for your patience: This is an optional setting. Your callers will hear "Thank you for your patience", after announcing the Queue Position and Estimated Hold time left.

Fail Over Destinations


Here you can choose the destination for the follow failover options:

Click on the Save Queue when finished.

Static Members

Static Members are the predefined and permanently assigned members responsible for answering incoming calls to a queue. You can add as many members as you wish to any given queue.


Advantages

The advantage of the static members is that your members do not have to login or logout from the queue using the *11 and *12 commands. The only thing your members have to do is register or unregister their accounts from the VoIP.ms servers.


Disadvantages

One of the disadvantages of the static members is that your members are unable to log out of the queue, they are permanently assigned instead. Another disadvantage is that your members need to use their account or sub account to be in the queue, this could mean that they wouldn't be able to change devices and log into the queue without using their same credentials.

Add a Static Member


First you need to access the Calling Queue page that is under the DID Numbers menu in your Customer Portal.


ManageQueues.png


From there, you need only to click on the yellow Edit Static Members icon, that will bring you to the next screen:


StaticMembers.png


To add a new static member, you only need to fill out the following information:


Queue addstatmem.jpg


Description: Here you can assign a description to easily identify each member of the queue.

Account: Here you select the account or sub account that is going to be assigned as a member for this queue.

Priority: This value can be equal or greater than zero. Available members with lower priority will get the calls first. You can have more than one member with the same priority.

How to use your Queue

Once you have created a Queue, you can assign it to as many DID numbers as you want without needing to create it again. You need to go to your Customer Portal >> DID Numbers >> Manage DID(s). And from there you can route the DID numbers to go directly to the Queue, using an IVR, through a time condition or even as a failover option for your DID number.

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