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en:module_manual:advanced:queue [2013/05/20 05:19] – created shixben:module_manual:advanced:queue [2013/12/26 06:29] (current) – [Advanced] solo
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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.
 +
 +=====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>
 +
 +Menu on the left [[:en:module_manual:advanced]] -> queues, and click add.
 +
 +{{:en:module_manual:advanced:queue_add.jpg?768|Add Queue}}
 +
 +====Mandatory fields====
 +
 +**Queue No.：** Made up of numbers, serves as the queue's internal extension within this team, cannot be repeatd.
 +
 +**Queue name：** name this queue.
 +
 +**Queue type：** for different purposes, can be default and astercc. Default is used more often.
 +
 +**Ring strategy：**
 +
 +  * 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
 +
 +**Team**：which team is using this queue
 +
 +**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".
 +
 +**MOH：** the music playing when the agents are in the queue waiting.
 +
 +**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.
 +
 +**Failover：** When you select what failover, select the target here
 +
 +**Agent timeout：** when this agent does not pick up the phone within the time, the queue will call the agent holding the next priority.
 +
 +**Retry：** After how long will it call the agent again after one timeout.
 +
 +**Max wait time：** When the agent wait for this long, the call will be transferred to the failover target.
 +
 +**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.
 +
 +**Wrapup time：** When failed to call one agent, for after how long it will call the next agent.
 +
 +**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====
 +
 +{{:en:module_manual:advanced:queue-adv.png?768|Queue Advanced}}
 +
 +**Join Announcement：** The message play to caller once they join the queue
 +
 +**Agent Announcement：** The message play to agent when agent pick up a call
 +
 +**Rate：** The message play to agent before they can rate to the agent
 +
 +**Auto-Switch：** Can be used to choose a queue automatically
 +
 +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
 +
 +How to config IVR so system can choose queue automatically:
 +
 +config a global variable in IVR
 +
 +in IVR, transfer choose "Queue", active id select "Auto Switch"
 +
 +{{:en:module_manual:advanced:auto-switch.png?768|}}
 +
 +**Add CIDName Prefix:** Add a prefix to CallerID Name
 +
 +**Add CIDNum Prefix:** Add a number to CallerID Number
 +
 +**Agent Privilege:** If the agent is allowed to start a conference
 +
 +After the edit, click "Save" and you will see
 +
 +{{:en:module_manual:advanced:queue_reload.jpg|Queue Reload}}
 +
 +Click the yellow bar to apply the changes, after the click, the bar will disappear, and give a reload success message
 +
 +double click the record to open the edit window, then you can edit the options
 +
 +{{:en:module_manual:advanced:queue_edit.jpg|Edit Queue}}
en/module_manual/advanced/queue.1369027183.txt.gz · Last modified: (external edit)
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