Calling Queues - Wiki

Calling Queues

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Call Queues


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:


In your 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


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

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.

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