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en:module_manual:advanced:queue [2013/05/20 05:19] shixb created |
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| ====== Queue ====== | ====== Queue ====== | ||
| + | Queue and agent group work together. Agent groups are for setting and managing staff, while queues are for configuring parameters in the calling process. A queue without a bound agent group has no use. | ||
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| + | =====Add a queue===== | ||
| + | <note tip>When saving an agent group without a queue, the system will remind you of assigning a queue for this group.</note> | ||
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| + | Menu on the left [[:en:module_manual:advanced]] -> queues, and click add. | ||
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| + | {{:en:module_manual:advanced:queue_add.jpg?768|Add Queue}} | ||
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| + | ====Mandatory fields==== | ||
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| + | **Queue No.：** Made up of numbers, serves as the queue's internal extension within this team, cannot be repeatd. | ||
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| + | **Queue name：** name this queue. | ||
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| + | **Queue type：** for different purposes, can be default and astercc. Default is used more often. | ||
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| + | **Ring strategy：** | ||
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| + | * lastrecent: agent who is being idle for the longest from the last call has the priority. | ||
| + | * fewestcalls: it rings the agent who has made the least calls first, if he does not answer, it will ring the second least one. | ||
| + | * randmo: it rings agents randomly. | ||
| + | * rrmemory: ringing each available interface | ||
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| + | **Team**：which team is using this queue | ||
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| + | **Agent number announce：** Choose a piece of voice message to play before or after announcing the agent number. Before is like "This is agent 2000", and after is like "2000 agent is speaking". | ||
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| + | **MOH：** the music playing when the agents are in the queue waiting. | ||
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| + | **Failover：** when the agent has been waiting longer than the queue timeout, it will be transferred to failover: hangup, announcement，IVR, queue, device, ringgroup, voicemail, or play busy tone. | ||
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| + | **Failover：** When you select what failover, select the target here | ||
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| + | **Agent timeout：** when this agent does not pick up the phone within the time, the queue will call the agent holding the next priority. | ||
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| + | **Retry：** After how long will it call the agent again after one timeout. | ||
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| + | **Max wait time：** When the agent wait for this long, the call will be transferred to the failover target. | ||
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| + | **Allow join empty：** When choose yes, even if there is on agent in the queue, the customer can still be waiting in the queue; when choose no, and there is no agent signing in, the caller will be transferred to the failover target. | ||
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| + | **Wrapup time：** When failed to call one agent, for after how long it will call the next agent. | ||
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| + | **Autofill：** When choose yes, and how many caller waitng in queue will the queue assign there caller to the available agents. Otherwise, the system will assign them accordingly. | ||
| + | ====Advanced==== | ||
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| + | {{:en:module_manual:advanced:queue-adv.png?768|Queue Advanced}} | ||
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| + | **Join Announcement：** The message play to caller once they join the queue | ||
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| + | **Agent Announcement：** The message play to agent when agent pick up a call | ||
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| + | **Rate：** The message play to agent before they can rate to the agent | ||
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| + | **Auto-Switch：** Can be used to choose a queue automatically | ||
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| + | Let's say we have an IVR to ask caller to choose the language, then there's a global variable LANGUAGE=cn, | ||
| + | here we put "LANGUAGE=cn", then system will allow customer to join this queue | ||
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| + | How to config IVR so system can choose queue automatically: | ||
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| + | config a global variable in IVR | ||
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| + | in IVR, transfer choose "Queue", active id select "Auto Switch" | ||
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| + | {{:en:module_manual:advanced:auto-switch.png?768|}} | ||
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| + | **Add CIDName Prefix:** Add a prefix to CallerID Name | ||
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| + | **Add CIDNum Prefix:** Add a number to CallerID Number | ||
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| + | **Agent Privilege:** If the agent is allowed to start a conference | ||
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| + | After the edit, click "Save" and you will see | ||
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| + | {{:en:module_manual:advanced:queue_reload.jpg|Queue Reload}} | ||
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| + | Click the yellow bar to apply the changes, after the click, the bar will disappear, and give a reload success message | ||
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| + | double click the record to open the edit window, then you can edit the options | ||
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| + | {{:en:module_manual:advanced:queue_edit.jpg|Edit Queue}} | ||
