====== 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}}