Queues

This screen lists all system queues with the following details:

Table 8.1. Queues

Field Description Example Field Type

Name:

 Queue name Patience Display

Number:

 Queue network number 1001 Display
Edits the queue configuration Click to edit queue configuration Button
Deletes a queue from the system Click to delete a queue from the system Button


Search

By selecting 'Search' Command, search menu will be displayed. Searches can be done by Name and Number

Table 8.2. Search

Field Description Example Field Type

Search:

 Search phrase Provide a search phrase here and hit enter to filter the records [a-z][0-9]

Name:

 Should search filter be applied to queue names Check the box to search queue names Check box

Number:

 Should search filter be applied to queue numbers Check the box to search queue numbers Check box


Add/Edit Queue

Clicking on 'Add/Edit' Queue will open standard options shown below

Table 8.3. Add/Edit Queue

Field Description Example Field Type

Queue Name:

 Unique queue network name/identifier Provide a unique queue identifier/name here [a-z][0-9]

Queue Number:

 Unique network queue number This number is to be dialed in order to access the queue [0-9]

Max Callers:

 Maximum number of callers allowed to wait in a queue at the same time. This number should be set in accordance to number of agents answering the queue calls If this field is set to 4, only 4 callers will be allowed to enter the queue. If caller number 5 tries to enter the queue he will be transferred to PBXware 'Redirect Extension' number. [0-9]

Rings to Answer:

 Number of rings played to caller before entering the queue. Keep the rings between 1 and 3. Rather then just 'falling' into a queue and hearing the queue greeting message, play the ringing sound to caller first. [0-9]

Agents:

 A list of all PBXware agents that can act as a queue members (e.g. SIP/1001 - John Doe). From this list select the queue agent and press the 'Add Agent' button. This will add selected agent to queue member list. Select box

Skill Set:

 Prioritize which members are called by the system more often. Higher the skill equals less calls assigned to the agent If agent X is more skilled then agent Y, naturally, you would like to pass more calls to agent X. Set this field for agent X to 1, and for agent Y to 2. Once a skill is set for an agent, you can see it in the members list separated by a comma(SIP/1001 - John Doe,1) [0-9]

Add Agent:

 Assigns one of the available agents to a queue members list If you would like a local user, John Doe, to answer the queue calls, select his name from the agents list and click this button. John Doe will be assigned to queue members list Button

Members:

 A list of all members answering the queue calls If user John Doe is assigned to answer the queue calls, with all calls trying to go to him first(skill set = 1), 'SIP/1001 - John Doe,1' is displayed among other users/extensions, agents and agent groups Select box

Remove Agent:

 Removes user, agent or agent group from the queue member list If user John Doe is no longer to answer the queue calls, just select his name from the members list and click his button Button


[Tip] Tip

Static Login: Agent can login/logout from his extension only and stay logged in until the static logout number is dialed by the Agent.

Dynamic Login: Agent can login from any extension and stay logged in as long as the connection is not hangup by the Agent.

Dynamic Callback Login: Agent can login from any extension and stay logged in until the dynamic callback logout number is dialed by the agent.

  • To do a static login dial: *200 + $QUEUE_NUMBER (*2003001)

  • To do a static logout dial: *201 + $QUEUE_NUMBER (*2013001)

  • To do a dynamic login dial: *202 + $AGENT_NUMBER + AGENT_PIN (*2023001 + 1050)

Once a caller is in a queue, agent can set any proper, mobile or network number to dynamically login into queue by dialing:

  • To do a dynamic callback login do: *203 + $AGENT_NUMBER + AGENT_PIN + EXTENSION (*2033001 + 1050)

  • To do a dynamic callback logout do: *203 + $AGENT_NUMBER + AGENT_PIN + # (*2033001)

Advanced Options

In this chapter we will cover:

General

Table 8.4. General

Field Description Example Field Type

Redirect Extension:

 Max callers redirect extension number If queue 2000 accepts maximum of 4 users waiting at the same time, any new user that enters queue 2000 will be redirected to extension number provided here [0-9]

Music On Hold:

 Select MOH(Music On Hold) class name. All sound files belonging to this MOH class will be played to users in queue User A enters the queue. After the greeting message is heard, all sound files belonging to selected MOH class are played in the background Select box

RTP Delay [sec]:

 Delay time in seconds inserted before the queue greeting message is played. This solves the 'half-played' file problem. Keep this value between 1-3 User A enters the queue and hears '..r call is first in line...' and wonders what was that.. what did the voice say!? Set this field to 1 so that 1 second pause is added before the message is played. Now, when user A enters the queue he will hear 'Your call is first in line...'. [0-9]

Max Wait Seconds:

 Maximum time a caller can wait in a queue. Once this time is exceeded caller will be redirected to 'Max Wait Extension' number. User A is waiting 5 minutes already in the queue. If this field is set to 300(300s = 5min), A will be redirected to 'Max Wait Extension' so he doesn't loose his mind waiting :) [0-9]

Max Wait Extension:

 This option works along with the 'Max Wait Seconds' field. Provide the extension to which caller will be redirected once time set under 'Max Wait Seconds' exceeds. User A is waiting 5 minutes already in the queue. If 'Max Wait Seconds' field is set to 300(300s = 5min), A will be redirected to this extension so he doesn't loose his mind waiting :) [0-9]

Timeout Restart:

 Reset the internal timer if BUSY or CONGESTION is received from agent A call enters the queue and is transferred to Agent X. Agent X has a Polycom phone(for example) and send a BUSY signal by hitting the 'Reject' key. This will reset the internal timer. The call will be transferred to other queue agent(s). The original agent will not be contacted until all other agents are tried and the call does not get answered by any of them. Options buttons

Replace Caller ID:

 Replace the caller id with the custom value Type 'Lobby - %CALLERID%' to display the caller id information as 'Lobby - 5552879' where 5552879 is the actual number calling in [a-z][0-9]

Language:

 Define custom language for all sound files played by the queue To play Spanish sound files to all users waiting in the queue type 'es' here. NOTE: PBXware comes with English sound files by default. To install sound files in other languages please see ' Settings: Protocols: Sip: Language' for more information [a-z]

Member Delay:

 This field is the same as RTP Delay, only this option is set for agent answering the queue calls. Before the call is transferred, custom queue information can be played to an agent so that agent knows from which queue the call is coming from. This solves the 'half-played' file problem. Keep this value between 1-3 Agent X is to answer the call coming from the queue. If the 'Queue Announce' is set to play custom sound file('This call comes from the Lobby Queue') but only '...s call comes...' is heard, set this field to 1 so that 1 second pause is added before the message is played and entire message is played 'This call comes from...' [0-9]

Join Empty:

 Set whether a caller can join a queue if no agent is logged in or unavailable

It is recommended to set this option to 'No'. Do not allow user to enter the queue if the call will not be answered by anyone. Following options are available:

  • Yes - Join queue if no agents or only unavailable agents are in the queue

  • No - Do not join queue if no agents available

  • Strict - Do not join queue in no agents or only unavailable agents are in the queue

 Option buttons

Service Level [sec]:

 This options is used for the service statistics (calls answered within service level time frame)

It is recommended to set this option to 'No'. Do not allow user to enter the queue if the call will not be answered by anyone. Following options are available:

  • Yes - Join queue if no agents or only unavailable agents are in the queue

  • No - Do not join queue if no agents available

  • Strict - Do not join queue in no agents or only unavailable agents are in the queue

 Option buttons

Autofill:

 Should callers be served one by one or in parallel fashion With this option turned 'Off', even if there are five agents available calls will not be transferred to them until first caller waiting in a queue is connected to an agent. When first caller gets served, caller number two gets served and all other keep waiting. Obviously it is recommended to keep this feature always turned 'On' so callers can be served in parallel Option buttons

Ring Agents in Use:

 Should agents in use be rang when new caller comes into queue If agent is already in active conversation, with this option set to 'Yes' Agent extension will ring when new caller enters the queue Option buttons


Position Announcements

There are two types of position announcements: 'Hold Time' (Tells the queue position) and 'Periodic Announcements' (Plays custom message)

Table 8.5. Position Announcements

Field Description Example Field Type

Announce Hold-Time:

 Enable callers waiting in a queue to hear the hold-time announcements. Setting this option to 'Yes' will enable the hold-time announcements. A single caller waiting in a queue would hear 'Your call is now first in line and will be answered by the next available representative. Thank you for your patience' message. Option buttons

Announce Frequency:

 How often to play the hold-time announcement message (time in seconds). NOTE: If you set this option to '0', announce message will not be played. If this field is set to 30, a single caller waiting in queue will hear 'Your call is now first in line and will be answered by the next available representative. Thank you for your patience' message every 30 seconds. [0-9]

Announce Round Seconds:

 This feature rounds announcement minutes and seconds to specific format.   [0-9]

Periodic Announce:

 Select the sound file that is played periodically to callers waiting in a queue. NOTE: File name has to be in the following format 'periodic-announce-$NAME.gsm' Record a message 'Hang in there buddy!' and set it as a periodic announcement. This message will be played to callers every 'Periodic Announce Frequency' seconds Select box

Periodic Announce Frequency:

 Time interval in seconds at which the periodic message is to be played. If this field is set to 30, all callers waiting in queue will hear the 'Periodic Announce' message every 30 seconds, as long as they stay in the queue. [0-9]


Recording

Table 8.6. Recording

Field Description Example Field Type

Record Queue Calls:

 Once this feature is activated, all queues calls will be recorded in desired sound format. John enters the 'Sales' queue and is transferred to 'Queue Agent Smith'. Their entire conversation is recorded and available for review from 'Reports'. Option buttons

Monitor format:

 Select the audio format all queue calls with be recorded in. Available formats: gsm, wav and wav49. John enters the 'Sales' queue and is transferred to 'Queue Agent Smith'. Their entire conversation is recorded and available for review from 'Reports'. Option buttons


Greeting

Table 8.7. Greeting

Field Description Example Field Type

Greeting:

 Select a greeting file played to all callers waiting in a queue. NOTE: File name has to be in the following format 'queue-greeting-$NAME.gsm': Record a custom sound greeting file (e.g. 'All our representatives are busy...') and select that file. This file will be played to all callers once they enter the queue. Select box

Wait Seconds:

 Delay time in seconds inserted before playing the greeting message. This delay is useful when users do not hear the beginning of the greeting message. Keep this value between 1-3 seconds. John enters the sales queue, but cannot hear the beginning of a greeting sound file file (e.g. ..ur representatives are busy...). Set this option to 1. This will insert one second of silence before the greeting file is played and should fix the partial sound file error. Now, all callers entering the queue should hear the full greeting message (e.g. All our representatives are busy...) [0-9]


Agents

Table 8.8. Agents

Field Description Example Field Type

Agent Announce:

 Play a custom message to a queue agent before they answer the call. NOTE: File name has to be in the following format 'agent-announce-$NAME.gsm'. Record a custom sound file (e.g. This call is coming from Sales Queue). Every time queue agent answers the call from this queue, selected sound file will be played to him before the calls is transferred to agent Select box

Agent Called Events:

 PBXware can generate some events when agent/member is connected. Enabling this feature may generate a large amount of extra manager events. It is recommended to always keep this feature set to 'Yes' Option buttons

Report Holdtime:

 Enabling this feature will tell queue agent how long the calling party has been waiting in a queue. John is waiting in a sales queue for two minutes and thirty seconds. Agent Smith picks up his call and hears the message 'Hold time, two minutes'. Option buttons

Retry All Timeout:

 Time interval in seconds, for how long to wait before trying queue agent again. If agent Smith cannot answer the incoming queue call and hangs up the ringing line, the call will not be transferred back to his extension for a time in seconds provided in this field. [0-9]

Ring Strategy:

 Set the way calls are transferred to queue members answering the calls.

Available options:

  • ringall - Ring all available Members until one answers (default)

  • roundrobin - Ringing each available Member

  • leastrecent - Ring Member with least Queue calls

  • fewestcalls - Ring Member with fewest completed Queue calls

  • random - Ring random Member

  • rrmemory - Round robin with memory. Remember where we left off last ring pass

 Select box

Wrap-up Time:

 After a successful call, this will determine how long to wait (time interval in seconds) before sending new call to potentially free agent/member.   [0-9]


Any queue can have 3 type of queue members. These members can be: extensions, dynamic agents or call back agents

  1. Extension

    This member will receive queue calls upon loging into the queue by dialing *200$QUEUENUMBER. For example: *2003000 (*200 access code and 3000 is queue number. From then on queue will be sending the calls to this member.

    PLEASE NOTE:

    In order for static agent to be able to login into a queue, an extenision needs to be a member of the queue in question. Extension queue member must logout with *202, otherwise the queue will be sending the calls to it forever.

  2. Dynamic Agents

    This type of queue member can login into designated queue from any UAD on the network with *202. The system will prompt for AGENT NUMBER and AGENT PIN. From then on queue will be sending the calls to the agent.

    PLEASE NOTE:

    Dynamic agent is "on call" all the time. In another words.. The agents line is always open and receiving calls. Every time the caller hungs up, the agent hears the MOH and then next call will start. Dynamic agent logs out of the queue just by hunging up the line. The agent MUST be created in the main menu "Agents" and assigned to the queue in the question.

  3. Call Back Agents

    This type of agent can login into designated queue by dialling into one of the system extensions with *203. The system will prompt for:AGENT NUMBER, AGENT PIN, THE NUMBER (that agent is at currently at). This number could be a local extension or some other remote destination. For example: Extension: 1050 , Remote destionaton (032 345 233, agents home phone number)

    PLEASE NOTE:

    The agent MUST be created in in the main menu "Agents" and assigned to the queue in the question. Call back agent must logout with *203, otherwise the queue will be sending the calls to it forever

Incoming Options

Table 8.9. Incoming Options

Field Description Example Field Type

Incoming Options:

 Set the advanced queue call options.

Available options:

  • t - allow the called user to transfer the calling user

  • T - allow the calling user to transfer the call

  • d - data-quality (modem) call (minimum delay)

  • H - allow caller to hang up by hitting *

  • n - no retries on the timeout; will exit queues and go to the next step

  • r - ring instead of playing MOH

 [a-z]


Exit Digit

Table 8.10. Exit Digit

Field Description Example Field Type

Use Exit Digit:

 Should users be able to exit the queue by dialing a single digit and be automatically redirected to a preset PBXware destination. John enters the sales queue. Greeting message explains that user may quit the queue by pressing digit defined under 'Exit Digit' option, and be transferred directly to operator or some other destination (set under 'Extension' option). Options buttons

Exit Digit:

 Define the exit digit here. Once this digit is dialed by user waiting in queue, it will transfer the call directly to 'Extension' destination John enters the sales queue. Greeting message explains that user may quit the queue by pressing digit defined here (e.g. 9) and is transferred directly to operator or some other destination (set under 'Extension' option). [0-9]

Extension:

 Local PBXware extension number that is dialed once the 'Exit Digit' is dialed. John enters the sales queue. Greeting message explains that user may quit the queue by pressing digit defined under 'Exit Digit' option, and be transferred directly to PBXware extension defined here. [0-9]


Additional Config

In this section additional information can be added to be written into the queue configuration file.