Calling Queues - VoIP.ms Wiki

Calling Queues

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Now we gone a start a new configuration:  
Now we gone a start a new configuration:  
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'''Queue Information'''
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*'''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.
*'''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.
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'''Queue Options'''
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[[File:Screenshot 4.jpg|400px]]
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*'''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.
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*'''Report Hold time to agent''': If you wish to report the caller's hold time to the members, set this to yes.
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*'''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.
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*'''Maximum Wait Time''': The maximum time that a caller can wait in queue before sent to the "Failover" Destination.
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*'''Join when empty''':
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      -'''Yes''' Callers can join a queue with no members or only unavailable members.
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      -'''Strict''' Callers cannot join a queue with no members or only unavailable members.
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      -'''No''' Callers cannot join a queue with no members.
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*'''Leave when empty''':
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      -'''Yes''' Callers are sent to the failover when there are no members.
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      -'''Strict''' Callers are sent to failover if there are members but non of theme is available.
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      -'''No''' Callers will remain in the queue even if there are no members.
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*'''Ring Strategy'''
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Calls are distributed among the members handling a queue with one of several strategies, defined in queues.conf
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    -'''Ringall''': ring all available channels until one answers (default)
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    -'''Leastrecent''': ring interface which was least recently called by this queue
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    -'''Fewestcalls''': ring the one with fewest completed calls from this queue
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    -'''Random''': ring random interface
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    -'''Round Robin Memory''': round robin with memory, remember where we left off last ring pass
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'''Periodic Voice Announcements,Periodic Hold Position, Estimated Hold-time announcements and Thank you for your patience announcement,Fail Over Destinations.'''
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[[File:Screenshot 5.jpg|400px]]

Revision as of 19:15, 12 May 2011

Call Queues

Concept

Is a concept used in inbound call centers. Call centers use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs hold queued calls in First In, First Out order until agents become available. From the caller’s perspective, without virtual queuing they have only two choices: wait until an agent resource becomes available, or abandon (hang up) and try again later. From the call center’s perspective, a long queue results in many abandoned calls, repeat attempts, and customer dissatisfaction.

Queues consist of:

How to

In your VoIP.ms services goes to your Customer Portal >> DID Numbers >> Calling Queues

Screenshot (11h 41m 41s).jpg


And we go to "Create New Call Queue" Screenshot 2.jpg


Now we gone a 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 with no members or only unavailable members.
      -No Callers cannot join a queue with no members.
      -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.

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


Periodic Voice Announcements,Periodic Hold Position, Estimated Hold-time announcements and Thank you for your patience announcement,Fail Over Destinations.


Screenshot 5.jpg

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