Queues

Monitored queues are displayed in realtime with the following details:

Table 11.7. Queues

Field Description Example Field Type

Queue Name:

 Queue name MainTest Display

Total Calls:

 Total number of queue calls 0 Display

Max Calls:

 Maximum number of queue calls at the same time 4 Display

Calls Unanswered:

 Number of unanswered queue calls 0 Display

Calls Waiting:

 Number of the calls waiting in the queue 1 Display

VIP Calls Waiting:

 Number of VIP calls waiting in the queue 1 Display

Calls:

 Select box used with Actions button Select this box and click on the action button Display

Caller ID:

 Caller ID of user waiting in a queue (displayed in $TECHNOLOGY/$EXTENSION format) SIP/1020 Display

Extension:

 Extension number of the user waiting in a queue 1020 Display

DNID:

 Network extension number of the queue caller is waiting in 4000 Display

Status:

 CallerqQueue status displayed in '$Status [$Time]' format If caller is waiting in a queue 'Waiting [ 0h1m18s ]' is displayed, and if caller is talking to a queue agent ' Talking[ 0h1m18s ]' is displayed here Display

Entered:

 Time user entered the queue in 'hh:mm:yy' format 14:59:40 Display

Channel:

 Network channel through which user connects to queue displayed in '$TECHNOLOGY/$EXTENSION-$UNIQUEID' format SIP/1020-09e8f7c8 Display

Members:

 Select box used with Actions button Select this box and click on one of the action button Display

Name:

 Name of the queue member displayed in '$STATUS/$EXTENSION NUMBER' format Agent/4010 Display

Extension:

 Extension number queue member is connection from 1001 Display

Status:

 Status of the queue member If the queue member is talking, 'Busy' is displayed here Display

Current Call:

 Status of the current queue member call If queue member is talking with extension 1020 for example, 'Bridged Call(SIP/1020-09e96618' is displayed here Display

Channel:

 Network channel queue agent connects to the queue Agent/4010 Display


Refresh

Table 11.8. Refresh

Field Description Example Field Type

Refresh Interval:

 Time interval in seconds at which data details should be refreshed Select '10 sec' in this field for example and click the 'Update' button Select box

Queue:

 Select which queue data is to be displayed Select 'ALL' to display information on all PBXware queues, or select the queue name to view information about that queue only Select box


Actions

Table 11.9. Actions

Field Description Example Field Type

Listen:

Listen active conversations. Select one of the active conversations under 'Calls', click this button and provide extension number that is to listen active conversation.

NOTE: You may listen active conversations by dialing *199 + $EXTENSION number as well. But, no matter which method you listen the calls with, the listen service has to be enabled in the enhanced services of the extension that listens the call.

 Let's say that extension 1000 is waiting in queue. Select the box under 'Calls', click this button type 1005 into popup window. Extension 1005 will ring and once the handset is picked up, the conversation between ext 1000 and and queue member will be heard. Button

Transfer:

 Transfer a party from the active conversation to different destination Let's say that extension 1000 is waiting in queue. Select the box under 'Calls', click this button and type 1005 into popup window. Extension 1000 will be transferred to extension 1005 Button

Hangup:

 Hangup active conversation Let's say that extensions 1000 is talking with queue agent 1001. Select the extension 1000 under 'Calls' and click this button. Conversation between these two extensions will be terminated. Button

Details:

 Display more technical details about the active call Let's say that extensions 1000 and 1001 are in conversation. Select one extension (e.g. 1000) under 'Channels' and click this button. New popup window will open with more details about the ongoing call Button