Calling Queues - VoIP.ms Wiki

Calling Queues

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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:

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

Members are those channels that are active answering the Queue. It can be agents or normal channels.

Configuration

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

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And then go to "Create New Call Queue"

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Now your are going to start a new configuration:


Queue Information

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Queue Options

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      -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


Announcements and Fail Over

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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