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.

Menu on the left advanced → queues, and click add.

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.

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。

评 分：邀请客户对服务打分时播放的语音。

最大重试次数：如果无人接听，最多重试几次。

自动转入条件：用于系统通过变量匹配到相对应的队列。

例如当客户在ivr中选择了中文，这时系统变量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。

通过Ivr让系统变量匹配队列的前提：

在电脑话务模块中定义了全局变量；

设置电脑话务的目标，转向=队列，转向目标=自动转向。

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。

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。

超时时间：进入队列多少秒无人接听后超时。

多方通话：是否允许多方通话会议。

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：

点击黄色提示信息，将系统配置文件重载。

点击后，提示条消失，并且提示“重载成功！”

双击该数据，可以打开编辑界面，对该条数据进行修改操作