Queues

Call queue permits to hold all the incoming call in a queue and distribute the calls to the agents available.

When a call enters a queue, it is automatically answered.

General Settings

Name is the name of the queue

Number, optional, can be used to enter the queue directly, usually it is used to transfer a caller to a queue

Always Record permits to always record the calls entering the queue

Play to the caller allows to choose what to play to the caller waiting in the queue. You can play the defined Music On Hold, Continuous ringing or Music On Hold until the agent phone is ringing and then ringing

Queue timeout is the amount of time the caller can be hold in the queue before being sent to the destination specified in the “On timeout”

Service level are the maximal number of seconds a caller is supposed to stay in the queue. This is just for statistical analysis to compute the SLA for the queue

Max Queue Length are the maximal number of callers to be held in the queue

Weight assigns to the queues a 'weight'. Weight of the queue when compared to other queues, higher weights get first shot at available channels when the same agent is included in more than one queue, it works only in not agent ordered queues, like ring all strategy.

Auto fill' when enabled, the queue will push multiple calls through at same time until there are no more waiting callers or no more available agents

On timeout is the destination to send the callers when the "Queue timeout" is expired

Queue server permits to define on which server to hold the queue. If the selected server is not available, after few seconds the queue will be assigned to a different server

Agents

Strategy can be one of the following:

• Ring All – All agents are rang at the same time
• Round Robin – agents are rang, one at the time, in a round robin way
• Random – agents are rang in a random order
• Least Recent – The least recent agent is rang
• Fewest Calls – The agent with the fewest calls is rang
• Linear – agents are rang in the order specified. Due to some asterisk limitation, it is not possible to change the Strategy of a already defined Queue to “Linear”. The queue needs to be destroyed and recreated.

Agents' are the agents defined for the queue, they can be extensions, custom destination "Forward To" and External Agents

Ring when in use/offline always dials the agent, even if in use or offline, useful to use the "Additional Destination" or FMFM for the extension

Agent timeout defines how long to ring the agent

Wrap-up time sets the amount of time to grant to the agent after one call is finished, before sending another call. It can be not possible to use if the agent is in multiple queue

Wait time for retry set the amount of time before dialing again an agent

Auto pause automatically set an agent in "Pause" if it is not answering to a call

On No Available Members If all the agents are offline, paused or have set DND, then this destination will be followed. It is not followed when at least a member is available, even if busy

On No Free Members If all agents are busy, offline, paused or have set DND, then this destination will be followed

Agent Announce is the message played to agent when he answers

Agent confirm message When the agent with confirm answers, play this message to invite to accept the call.

Run AGI when agent answers permits to define an AGI script to run when the agent answers

Max Call duration limits the call duration to the defined number of seconds

Periodic Announce