Differences
This shows you the differences between two versions of the page.
| Both sides previous revision Previous revision Next revision | Previous revision | ||
|
en:module_manual:advanced:queue [2013/12/26 04:20] shangy |
en:module_manual:advanced:queue [2017/12/12 03:05] (current) |
||
|---|---|---|---|
| Line 20: | Line 20: | ||
| **Ring strategy：** | **Ring strategy：** | ||
| - | * 最久未呼叫：agent who is being idle for the longest from the last call has the priority. | + | * lastrecent: agent who is being idle for the longest from the last call has the priority. |
| - | * 最少通话，ti rings the agent who has made the least calls first, if he does not answer, it will ring the second least one. | + | * fewestcalls: it rings the agent who has made the least calls first, if he does not answer, it will ring the second least one. |
| - | * 随机，it rings agents randomly. | + | * randmo: it rings agents randomly. |
| - | * 记忆轮询，按上一次振铃的坐席，向下顺序振铃。 | + | * rrmemory: ringing each available interface |
| **Team**：which team is using this queue | **Team**：which team is using this queue | ||
| Line 31: | Line 31: | ||
| **MOH：** the music playing when the agents are in the queue waiting. | **MOH：** the music playing when the agents are in the queue waiting. | ||
| - | **Failover：** 坐席超过在队列中的最大等待时长时将进入失败转向，可以设定的转向目标包括：挂断，呼入语音，电脑话务，队列，分机，振铃组，语音邮件，播放忙音中的任意一项。when the agent | + | **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. |
| - | **失败转向目标：** 当选择了失败转向时，将在这里设定转向的具体目标 | + | **Failover：** When you select what failover, select the target here |
| - | **坐席超时时间：** 坐席多少秒不接电话就超时，队列将呼叫下一个优先级的坐席。 | + | **Agent timeout：** when this agent does not pick up the phone within the time, the queue will call the agent holding the next priority. |
| - | **重试间隔：** 在一次超时之后，至少间隔多少秒后才再次呼叫坐席。 | + | **Retry：** After how long will it call the agent again after one timeout. |
| - | **最大等待时长：** 当坐席在该队列中的等待时长超过该数值时，呼叫将被转到失败转向设定的目标。 | + | **Max wait time：** When the agent wait for this long, the call will be transferred to the failover target. |
| - | **允许进入空队列：** 当选择是时，即使该队列中没有任何坐席，客户仍然可以在坐席中等待，否则当此项设定为否时，队列中没有任何坐席签入时，主叫方将进入失败转向。 | + | **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. |
| - | **振铃间隔：** 在一次呼叫坐席失败后，呼叫下一个坐席之前等待的时间。 | + | **Wrapup time：** When failed to call one agent, for after how long it will call the next agent. |
| - | **自动填充：** 选择是时，当队列中有多个主叫等待时，队列将同时将这些呼叫分配给可用的坐席。否则系统将按顺序逐一分配。 | + | **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==== | ||
| - | ====高级资料==== | + | {{:en:module_manual:advanced:queue-adv.png?768|Queue Advanced}} |
| - | **队列通告：**刚一进入队列要播放给客户的语音。 | + | |
| - | **坐席通告：**坐席接起电话时播放给坐席的语音。 | + | **Join Announcement：** The message play to caller once they join the queue |
| - | **评 分：**邀请客户对服务打分时播放的语音。 | + | **Agent Announcement：** The message play to agent when agent pick up a call |
| - | **最大重试次数：**如果无人接听，最多重试几次。 | + | **Rate：** The message play to agent before they can rate to the agent |
| - | **自动转入条件：**用于系统通过变量匹配到相对应的队列。 | + | **Auto-Switch：** Can be used to choose a queue automatically |
| - | 例如当客户在ivr中选择了中文，这时系统变量LANGUAGE=cn， | + | Let's say we have an IVR to ask caller to choose the language, then there's a global variable LANGUAGE=cn, |
| - | 本条队列转入的条件设置为LANGUAGE=cn，正好与系统变量相匹配，那么系统会让客户进入这条队列执行后续操作。 | + | here we put "LANGUAGE=cn", then system will allow customer to join this queue |
| - | 通过Ivr让系统变量匹配队列的前提： | + | How to config IVR so system can choose queue automatically: |
| - | 在[[电脑话务]]模块中定义了全局变量； | + | config a global variable in IVR |
| - | 设置电脑话务的目标，转向=队列，转向目标=自动转向。 | + | in IVR, transfer choose "Queue", active id select "Auto Switch" |
| - | **增加主叫名称前缀：**对进入队列的号码在其名称前增加内容。 | + | {{:en:module_manual:advanced:auto-switch.png?768|}} |
| - | **增加主叫号码前缀：**对进入队列的号码在其名称前增加号码。 | + | **Add CIDName Prefix:** Add a prefix to CallerID Name |
| - | **超时时间：**进入队列多少秒无人接听后超时。 | + | **Add CIDNum Prefix:** Add a number to CallerID Number |
| - | **多方通话：**是否允许多方通话会议。 | + | **Agent Privilege:** If the agent is allowed to start a conference |
| - | 数据填写完毕后，点击【保存】按钮进行数据保存。此时在队列管理页面左上角出现黄色提示条目，如下图所示： | + | After the edit, click "Save" and you will see |
| {{:en:module_manual:advanced:queue_reload.jpg|Queue Reload}} | {{:en:module_manual:advanced:queue_reload.jpg|Queue Reload}} | ||
| - | 点击黄色提示信息，将系统配置文件重载。 | + | Click the yellow bar to apply the changes, after the click, the bar will disappear, and give a reload success message |
| - | 点击后，提示条消失，并且提示“重载成功！” | + | double click the record to open the edit window, then you can edit the options |
| - | + | ||
| - | 双击该数据，可以打开编辑界面，对该条数据进行修改操作 | + | |
| {{:en:module_manual:advanced:queue_edit.jpg|Edit Queue}} | {{:en:module_manual:advanced:queue_edit.jpg|Edit Queue}} | ||
| - | |||
