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en:module_manual:advanced:queue [2013/12/26 05:46] shangy [Mandatory fields] |
en:module_manual:advanced:queue [2017/12/12 03:05] (current) |
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| **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 | ||
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| **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：** when the agent has been waiting longer than the queue timeout, it will be transferred to failover: hangup, 呼入语音，IVR, queue, device, ringgroup, voicemail, or 播放忙音. | + | **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：** 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 |
| **Agent timeout：** when this agent does not pick up the phone within the time, the queue will call the agent holding the next priority. | **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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| **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. | **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. | ||
| - | ====高级资料==== | + | ====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。 | + | {{:en:module_manual:advanced:queue-adv.png?768|Queue Advanced}} |
| - | **评 分：**邀请客户对服务打分时播放的语音。 | + | **Join Announcement：** The message play to caller once they join the queue |
| - | **最大重试次数：**如果无人接听，最多重试几次。 | + | **Agent Announcement：** The message play to agent when agent pick up a call |
| - | **自动转入条件：**用于系统通过变量匹配到相对应的队列。 | + | **Rate：** The message play to agent before they can rate to the agent |
| - | 例如当客户在ivr中选择了中文，这时系统变量LANGUAGE=cn， | + | **Auto-Switch：** Can be used to choose a queue automatically |
| - | 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。 | + | |
| - | 通过Ivr让系统变量匹配队列的前提： | + | 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 | ||
| - | 在[[电脑话务]]模块中定义了全局变量； | + | How to config IVR so system can choose queue automatically: |
| - | 设置电脑话务的目标，转向=队列，转向目标=自动转向。 | + | config a global variable in IVR |
| - | **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。 | + | in IVR, transfer choose "Queue", active id select "Auto Switch" |
| - | **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。 | + | {{:en:module_manual:advanced:auto-switch.png?768|}} |
| - | **超时时间：**进入队列多少秒无人接听后超时。 | + | **Add CIDName Prefix:** Add a prefix to CallerID Name |
| - | **多方通话：**是否允许多方通话会议。 | + | **Add CIDNum Prefix:** Add a number to CallerID Number |
| - | 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： | + | **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}} | {{: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}} | ||
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