File d'attente

From VoIP.ms Wiki

[draft revision]

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Revision as of 19:07, 1 September 2014

Contents 1 Concept 1.1 Ce connecter ou déconnecter de la file d'appel pour les agents Dynamiques 2 Configuration 2.1 Information de la file d'attente 2.2 Options de la file d'appel 2.3 Announcements and Fail Over 2.3.1 Periodic Voice Announcements 2.3.2 Periodic Hold Position, Estimated Hold-time announcements and Thank you for your patience announcement. 2.3.3 Fail Over Destinations 3 Static Members 3.1 Advantages 3.2 Disadvantages 3.3 Add a Static Member 4 How to use your Queue

Concept

Si vous voulez une solution pour gèrer vos appels entrants et avoir vos clients dans une file d'attente pendant que vos agents répondent aux appels, alors vous aurez besoin de la file d'appel en attente (sous le nom de Calling Queue). Cela vous permettra d'avoir plusieurs appels en attentes jusqu'à temps qu'un agent soit libéré pour prendre le prochain appel.

La file d'attente consiste:

• Les appels entrants placé dans une file d'appel.
• Des agents qui répondent à la demande d'appel(des extensions ou utilisateurs qui ce connecte pour faire des prises d'appels).
• Des stratégies sur comment gèrer la file d'appel et comment séparer les appels entre les agents.
• De la musique pendant que les clients patientent dans la file d'appel.
• Un annoncement pour les agents et les appelants.

Les agents sont ceux qui répondent aux appels qui ont été placé dans la file d'appel spécifé. Un agent ce connecte en spécifiant qu'il est prèt à recevoir des appels. Les appels entrants sont transfèré dans la file d'appel qui ensuite ce transfère à un agent qui est connecté et qui attend un appel.

Les membres de la file d'appel peuvent être Static ou dynamique. Les membres Statiques sont ceux qui seront toujours connecté dans la file d'appel, par contre les membres Dynamiques sont ceux qui doivent ce connecter dans la file pour recevoir les appels.

Ce connecter ou déconnecter de la file d'appel pour les agents Dynamiques

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S vous voulez accèder à votre file d'appel, composez *11 et à la tonalité rapide, rentrer le numéro d'identification de la file d'appel et le mot de passe (si vous en avez mit un). Par exemple, si je veux me connecter dans une file d'appel en attente qui s'intitule call queue 1, je compose *11 >> option 1 >> mot de passe (si il y en a un).

Si vous voulez vous déconnecter hors de la file d'appel, composez *12 et à la tonalité rapide, composez l'identification de la file. Par exemple, si je veux sortir de la file d'appel call queue 1, je vais composer *12 >> option 1.

Configuration

Allez dans votre portail >> DID Numbers >> Calling Queues.

Sélectionnez "Create New Call Queue"

Maintenant vous pourrez commencer une nouvelle configuration:

Information de la file d'attente

• Queue Number: Le numéro de votre file d'appel. Comme exemple, j'ai une compagnie et je veux que la file d'appel 1 soit pour les ventes et 2 pour le soutien technique. De cette façon, c'est certain que les appels seront redirigés aux bons agents.

• Queue Name: Rentrez le nom de la file d'appel comme par exemple "Équipe de vente"

• Queue Language: La langue du système d'annoncement.

• Queue Password: Optionel - Vous pouvez mettre un mot de passe pour y accèder pour vous assurer que les agents connectés sont ceux autorisés.

• Caller ID Prefix: Optionel: Vous pouvez mettre un CallerID en tant que préfixCaller ID.

• Join Announcement: Si vous avez un enregistrement pour votre file d'appel, vous pouvez le metter ici. Cet enregistrement jouera quand un appelant arrive dans la file d'appel.

Exemple: Dans ma compagnie, j'ai une file d'appel pour les ventes et pendant que les appelants attendent pour parler à un agent, ils entendent l'enregistrement sur nos produits et rabais.

• Priority / Weight: Cela est la capacitée de la file d'appel.

Options de la file d'appel

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• Agent Announcement: Optionelement, vous pouvez ajouter un enregistrement qui jouera aux agents. L'appel sera connecté aux agents connectés une fois l'annoncement terminé.

• Report Hold time to agent: Cette option est pour rapporter le temps d'attente que l'appelant à eu.

• Member Delay: Si vous voulez qu'il y est un délais avant que l'agent soit connecté à l'appelant, configurez le nombre de seconde à l'aide de cette option.

• Maximum Wait Time: Le temps maximum qu'un appelant peut attendre dans la file d'appel avant de tomber dans la destination "Failover".

• Join when empty:

      -Yes: Callers can join a queue with no members or only unavailable members.
      -Strict: Callers cannot join a queue with no members or only unavailable members.
      -No: Callers cannot join a queue with no members.

• Leave when empty:

      -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. 
      -No: Callers will remain in the queue even if there are no members.

• Ring Strategy

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

• Ring in-use: This setting lets you avoid sending a call to an agent whose device is currently in use.

Note: Currently only a device with the SIP protocol is able to report his status as 'in use'.

• Agent Ring Timeout: Number of seconds in which the call will remain in ringing state, before being considered as timeout.

• Retry Timer: How long the system will wait before trying with all the members again.

• Wrap-up Time: After a successfully call, this setting lets you set the amount of minutes the system will wait before sending the call to a free agent.

Announcements and Fail Over

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Periodic Voice Announcements

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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.

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Announce Position frequency: This setting let 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 minute. If you want to announce seconds, select the amount to round.

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

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

• Timeout: If the call reaches the maximum wait time.
• FULL: If the queue reaches the maximum number of callers.
• JOINEMPTY: A call was sent to the queue but the queue had no members (Only works when Join when empty is set to No)
• LEAVEEMPTY: The last agent was removed form the queue before all calls were handled (Only works when Leave when empty is set to Yes).
• JOINUNAVAIL: Same as JOINEMPTY, except that there were still queue members, but all were with status unavailable (SIP Phone logged out for example)
• LEAVEUNAVAIL: Same as LEAVEEMPTY,except that there were still queue members, but all were with status unavailable (SIP Phone logged out for example)

We are finished now click on the Save Queue.

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 disadvantages of the static members is that your members are unable to log out of the queue, they are permanently assigned instead. Other 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, they would have to use their assigned device.

Add a Static Member

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

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

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

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

Account: Here you select the account or subaccount 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.