Llamadas en Cola (Calling Queues)

From VoIP.ms Wiki

Contents 1 Concepto 1.1 Conectar o desconectar de la cola a un miembro dinamico 2 Configuration 2.1 Queue Information 2.2 Queue Options 2.3 Announcements and Fail Over 3 How to use

Concepto

Si necesita una solución para manejar sus llamadas entrantes y que sus clientes se mantengan en la linea hasta que un agente tome la llamada, entonces usted necesita crear una Cola de Llamadas (Calling Queues). Esto le permitira tener llamadas en espera y enviarlas a uno de sus agentes disponibles, de acuerdo a la estrategia FIFO (First In First Out, se atiende al primero de la cola).

Una Cola de Llamadas consiste en:

• Llamadas entrantes que son recibidas en la cola.
• Miembros que pueden tomar una llamada de la cola (extensiones o usuarios que se conectan como agentes)
• Una estrategia para manejar y dividir las llamadas en las colas entre los miembros.
• Musica mientras sus clientes esperan en la cola.
• Aviso para miembros y clientes.

Agentes son las personas (o persona) que responden las llamadas que se reciben en la cola. Los agentes al conectarse a la cola indican que ya se encuentran disponibles para poder recibir las llamadas.

Los miembros de la cola pueden ser estaticos o dinamicos. Los miembros estaticos son todos aquellos que se mantienen conectados de forma indefinida en la cola y se pueden considerar como siempre disponible, mientras que los miembros dinamicos son aquellos que tienen que conectarse a la cola para poder comenzar a recibir llamadas.

Conectar o desconectar de la cola a un miembro dinamico

Conectar: Marque *11, cuanto se le solicite marque el número de la cola (Queue ID) Desconectar: Marque *12, cuanto se le solicite marque el número de la cola (Queue ID)

Configuration

In go to your Customer Portal >> DID Numbers >> Calling Queues

And then go to "Create New Call Queue"

Now your are going to start a new configuration:

Queue Information

• Queue Number: Here we select the number of our Queue, E.G I have my company and i want select the Queue 1 to my sales department, my Queue 2 to my support department, in this way you are sure that your agents received the calls properly.

• Queue Name: Here you enter the name of you Call Queue 1, E.G "Sales Team".

• Queue Language: This sets the language system announcement. In this case "English" .

• Queue Password: This is an optional setting, you can preset a password to access to this queue and be sure that only the people involved to this queue enter it.

• Caller ID Prefix: This setting is optional. You can optionally prefix the Caller ID.

• Join Announcement: If you have a recording for your calling queues you can set it here, this recording is playing when the members get in the queue. E.G In my company i have a queue in my sales department, until my customers wait, they hear a recording of all my products and discounts.

• Priority / Weight: Weight of queues, they compared to another queues, if you have an agent logged in more than 1 queues, higher weights get first shot as available agent.

Queue Options

• Agent Announcement: Optionally, you can set one of your recordings to be played to the agent. Agent will be connected to the caller immediately after the announcement.

• Report Hold time to agent: If you wish to report the caller's hold time to the members, set this to yes.

• Member Delay: If you wish to have a delay before the agent is connected to the caller, set this to the number of seconds to delay.

• Maximum Wait Time: The maximum time that a caller can wait in queue before sent to the "Failover" Destination.

• 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 non of theme is 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 (default)
   -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

Announcements and Fail Over

• Frequency of announcement: Select the periodic interval to play it.

• 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.

• Fail Over Destinations: You can select the queue route when is timeout, full, joinempty etc..

We are finished now click on the Save Queue.

How to use

If you want get access to your Call queue ,dial *11, at the prompt, dial queue ID and password if you set. E.G If i want log to the "call queue 1" I dial *11 >> Option 1 >> Password (optional).

If you want logout from the call queue, dial *12, at the prompt, dial queue ID. E.G If i want logout to the "call queue 1" I dial *12 >> Option 1.

If you want edit your queue please go in the calling queues section to Manage Existing Call Queues >> Edit Queue Settings.