Queues

Contact Centre

Queues

Queues allow you to receive more calls in your PBXware than your staff members can answer simultaneously. They will enable you to deal with your calls more efficiently. Your customers will be held in a queue, listening to music on hold, and receiving information messages about the approximate wait time or their position in a Queue.

Queues consist of:

Adding/Editing a Queue

Queue Name: Unique queue network name/identifier (ex. Provide a unique queue identifier/name here)

Queue Number: Unique network queue number (ex. This number is to be dialed in order to access the queue)

Max Waiting Callers: Maximum number of callers allowed to wait in a queue at the same time. This number should be set in accordance with the number of members answering the queue calls (ex. If this field is set to 4, only 4 callers will be allowed to enter the queue. If caller number 5 tries to enter the queue he will be transferred to <%PRODUCT%> 'Redirect Extension' number).

Ring to Answer: How many rings will be played to a caller before call enters the queue. NOTE: Set this value to 0 if you would like calls to hear Queue music on hold as soon as call is connected.

Agents: This button opens up a screen in which you can add and manage queue members (ex. Click on the button to manage queue members)

Agents

Ring Strategy: Set the way calls are transferred to queue Agents answering the calls.

Available options:

Agent Ring Timeout (sec): Set the Agent ring timeout. (E.g., 10)

Autofill: Should callers be served one by one or in a parallel fashion. (E.g., With this option turned 'Off', even if there are five agents available, calls will not be transferred to them until the first caller waiting in a queue is connected to an agent. When the first caller gets served, caller number two gets served, and all others keep waiting. It is recommended to keep this feature always turned 'On' so callers can be served in order)

Ring Agents in Use: Whether agents in use should be called when a new caller comes into the queue. (E.g., If the agent is already in an active conversation, with this option set to 'Yes', the Agent will ring when a new caller enters the queue)

Retry All Timeout: Time interval in seconds, for how long to wait before trying the queue agent again. (E.g., If agent Smith cannot answer the incoming queue call and hangs up the ringing line, the call will not be transferred back to his extension for a time in seconds provided in this field).

Timeout Restart: If this option is set to yes and a BUSY or CONGESTION signal is received on the line, the agent's timeout for answering will be reset. This can be useful with agents that have permission to cancel a call with a reject. (E.g., A call enters the queue and is transferred to Agent X. Agent X has a Polycom phone (for example) and sends a BUSY signal by hitting the 'Reject' key. This will reset the internal timer. The call will be transferred to other queue agent(s). The original agent will not be contacted until all other agents are tried and the call does not get answered by any of them).

Wrap-up Time (sec): After a successful call, this will determine how long to wait (time interval in seconds) before sending a new call to a potential free agent. (E.g., 4)

Agent Auto Answer: Choose whether the callback agent’s phone will be answered automatically. It only works for supported UAD. (E.g., Yes, No, Not Set)

Agent Panel

Select agents: Dropdown where you can select one or more Agents/Agents Groups/Extensions to add to the Queue list. Press + to add the selected agents to the list.

Name: Agent's name (E.g., Hermione Spencer)

Number: Number of the agent on the system (E.g. 1001)

Penalty: This value can be set per agent, so the system can decide which priority to use when sending calls to agents. (E.g., Set values between 0 and 10 where 0 is the highest priority and 10 is the lowest priority. If the strategy is defined as 'ringall', then only those available agents with the lowest priorities will ring)

Type: Queue member type. (E.g., Agent)

Search: Search queue agents. (E.g., Provide a search phrase here to filter the records)

Buttons: To move agent up or down in the list or remove from list

General

Music On Hold: Select MOH(Music On Hold) class name. All sound files belonging to this MOH class will be played to users in queue. (E.g., User A enters the queue. After the greeting message is heard, all sound files belonging to the selected MOH class are played in the background)

Replace CallerID: Replace the caller id with the custom value. (E.g., Type 'Lobby - %CALLERID%' to display the caller id information as 'Lobby - 5552879' where 5552879 is the actual number calling in)

Language: Define the custom language for all sound files played by the queue. (E.g., To play Spanish sound files to all users waiting in the queue, type 'es' here.)

NOTE: PBXware comes with English sound files by default. To install sound files in other languages, please see ' Settings: Protocols: Sip: Language' for more information.

Queue URL: Send the following URL to the agent's softphone if it supports that option, and the softphone can open that URL so the agent can see the caller's additional info if available. A softphone must support this option for it to be used. (E.g., Additional info on the Queue URL field can be obtained here)

Custom Ringtone: Ring agent phones with custom ringtone set here.

Custom sounds folder: Custom sounds folder name. Create a new folder for these sounds in:/opt/pbxare/pw/var/lib/asterisk/sounds/, and put your custom queue sounds here.

TIP:

Sounds should be named as follows:

Detect caller early hangup: Set this feature to 'No' to pass abandoned calls to the queue and still have these in statistics or set it to 'Yes' if an abandoned call during greeting should be detected and not routed to the queue and shown in Statistics. (E.g., Yes, No, Not Set)

Minimum Idle Agents (min 1): Minimum Idle Agents that must be in the queue. This is used in blending mode.

NOTE: For the blending mode to work, users must define specific criteria for each queue. As shown in the screenshot, one of the required fields to determine is the minimum number of Idle Agents that this Queue must have. This will tell the system to primarily try to fulfill Inbound requirements before putting Agents in Outbound.

For instance, if the Minimum Idle Agents field is set to “2” on a Support Queue, the system will try to add Agents from Outbound Campaign to the Support Queue. If, at any time, Agents go beyond 2, all extra Agents will be put in the dedicated Campaign.

The most critical element to understand is that the blending mode is a lazy system with no timeout triggering, unlike other solutions. This means that Agents themselves are triggering the blending system by doing some actions like Ending Calls/Logging in,/Unpausing. This reduces complexity and provides stability to the system.

In a real-case scenario, Agents are always busy and are handling some calls. Therefore, there is always a sufficient number of actions that can trigger the blending mode. The advantage of having it done this way is that it avoids any other unexpected behaviors from the Agent’s point of view. If it was done differently, the system would be busy and constantly switch the Agent from IN to OUT, so the Agent could lose a lot of time just trying to resolve from which direction he received a call. Instead of doing so, the Agent already knows that s(he) could be moved to Queue or Campaign only when the current call is ended or because of some other predefined action.

Operation Times

See Operation Times for information

Queue Full

Activate Callback: Choose whether a callback should be activated when the queue is full. (E.g., Yes, No, Not Set) NOTE: If enabled

Redirect Destination: Queue full redirect extension number. (E.g., If queue 2000 accepts a maximum of 4 users waiting at the same time, any new user that enters queue 2000 :will be redirected to the extension number provided here)

Redirect to Voice Mail: Choose whether the redirect extension is a voicemail. (E.g., Yes, No, Not Set)

Queue Timers

Prioritize Queue Timeout: It controls the priority of the two possible timeout options specified for a queue. Agent Ring Timeout field has a timeout value that can be specified to control the absolute time a caller can be in the Queue. The timeout value in queues.conf contains the amount of time (along with retry) to ring an Agent. Sometimes these values conflict, so you can control which value takes precedence. The default 'Not Set' setting will use Agent Ring Timeout value, same as setting this to 'Yes'. Option 'No' will override the Agent Ring Timeout field and use the value from queues.conf. (E.g., Yes, No, Not Set)

Max Wait Seconds: The maximum time a caller can wait in a queue. Once this time is exceeded, the caller will be redirected to the 'Max Wait Destination' number. (E.g., User A is waiting 5 minutes already in the queue. If this field is set to 300(300s = 5min), A will be redirected to 'Max Wait Destination' or callback will be activated depending on configuration)

Max Wait Destination: This option works along with the 'Max Wait Seconds' field. Drop down to select the extension to which the caller will be redirected once the time set under 'Max Wait Seconds' exceeds. (E.g., User A is waiting 5 minutes already in the queue. If the 'Max Wait Seconds' field is set to 300(300s = 5min) and the Max Wait Destination option is set, A will be redirected to this destination)

Is Voicemail: Set whether the max wait destination is pointing to voicemail. (E.g., Yes, No, Not Set)

Empty Queue

Join Empty: Set whether a caller can join a queue if no agent is logged in or unavailable.

NOTE: Setting this option to 'No' is recommended. Do not allow users to enter the queue if no one answers the call.

The following options are available:

NOTE: If 'Join empty' is set to No, callers will not enter the queue only if all agents are not logged in or unavailable*. If they are paused, they are considered available.*

Leave when empty: Depending on the settings, callers will leave it when there are no agents inside a queue.

Activate Callback: Choose whether a callback should be activated when no agents are inside a queue. (E.g., Yes, No, Not Set) NOTE: If Enabled

Empty Destination: When the queue has no agent logged in, redirect callers to the following destination. (E.g., 7001)

Is Voicemail: Set whether the empty destination extension is pointing to voicemail. (E.g., Yes, No, Not Set)

Greeting

Greeting: Select a greeting file that will be played to all callers waiting in this Queue. (E.g., queue-greeting-introduction)

NOTE: Users can record and select a custom sound greeting file. This file will be played to all callers once they enter the Queue. Please note that the file name has to be in the following format: queue-greeting-$NAME.gsm.

Position Announcements

There are two types of position announcements: 'Hold Time' (Tells the queue position) and 'Periodic Announcements' (Plays custom message)

Announce Hold-Time: Enable callers waiting in a queue to hear the hold-time announcements. (E.g., Setting this option to 'Yes' will enable the hold-time announcements. A single caller waiting in a queue would hear, 'The estimated hold time is currently N minutes. Thank you for your patience message).

Announce Position: Enable callers waiting in a queue to hear the position announcements. (E.g., Setting this option to 'Yes' will enable the position announcements. A single caller waiting in a queue would hear, 'Your call is now first in line and will be answered by the next available representative. Thank you for your patience message).

Announce Frequency: How often to play the hold-time announcement message (time in seconds). (E.g., If this field is set to 30, a single caller waiting in the queue will hear, 'Your call is now first in line and will be answered by the next available representative. Thank you for your patience.' message every 30 seconds) The estimated hold time is currently N minutes.

NOTE: If you set this option to '0', the announce message will not be played.

Min. Announce Frequency: Specify the minimum amount of time before we announce the caller’s position in the queue again. This is used when the caller’s placement may frequently change to prevent the caller from hearing multiple updates in a short time. The default value is 15 seconds. (E.g., 30)

Announce Round Seconds: Rounding level for hold-time announcements. If this is set to 0, only minutes, not seconds, are announced; other possible values are 0, 5, 10, 15, 20, and 30. (E.g., When set to 30, a wait time of 2:34 will be rounded to 2:30.)

Periodic Announcements

Periodic Announce: Select the sound file that is played periodically to callers waiting in a queue. (E.g., Record a message 'Hang in there buddy!' and set it as a periodic announcement. This message will be played to callers every 'Periodic Announce Frequency' seconds)

NOTE: File name has to be in the following format 'periodic-announce-$NAME.gsm'

Periodic Announce Frequency: Time interval in seconds at which the periodic message is to be played. (E.g., If this field is set to 30, all callers waiting in queue will hear the 'Periodic Announce' message every 30 seconds, as long as they stay in the queue).

First Periodic Announce Delay: The minimum number of seconds between position announcements. Default value is 15 seconds. (E.g., 30)

IMPORTANT NOTE:

Periodic Announcements do not function as expected. Through testing the following was observed.

So this is roughly how it works

So with

Will result in roughly the following

ALSO NOTE: At the expiration of TR the handset will stop ringing for a ring burst or two, the announcement will be played and then the handsets will resume ringing. This means that whilst the announcement is playing the call cannot be answered.

Agents Announcements

Agent Announce: Select the pre-recorded message that will be played to the agent before the call is connected.

NOTE: To be displayed in the drop-down list, the sound file must have an 'agent-announce-' prefix.

Report Holdtime: Set this option to yes to inform the agent how long the caller was in the queue before the call was connected. (E.g., Yes, No, Not Set)

CRM Features

New Lead URL: If the incoming call CallerID is unknown, it will be transferred to the URL entered in the New Lead URL field.

Queue Rule

Queue Rule: Select which queue rule will be in charge when a matching agent answers a call. (E.g., Rule I) NOTE: If it is set to ‘None,’ it will work as it works now. Once a call enters the queue Rule for that call cannot be changed.

Recording

Record Queue Calls: Select whether the recording of Queue calls is enabled or not. (E.g., John enters the 'Sales' Queue and is transferred to Agent Smith. Their entire conversation is recorded and available for review from 'Reports'.)

NOTE: Once this feature is activated, all Queue calls will be recorded in the desired sound format.

NOTE: Please note that if the 'Record calls by default' option is enabled on the system in the 'Call Recordings' section under 'Servers', it will be applied to all Queues created on the system. Additionally, users can enable or disable this option for each Queue respectively.

Incoming Options

Incoming Options: Set the advanced queue call options.

Available options:

Ring ('r') timeout: When 'r' is selected as Incoming Options, and this timeout is used, the queue will first ring after entered number of seconds, after which MOH will start. (E.g., 10)

Dial Options:

Exit Digit

Use Exit Digit: Should users be able to exit the queue by dialing a single digit and be automatically redirected to a preset PBXware destination. (E.g., John enters the sales queue. A greeting message explains that the user may quit the queue by pressing the digit defined under the 'Exit Digit' option, and be transferred directly to the operator or some other destination (set under the 'Destination' option)). (E.g., Yes, No, Not Set)

Exit Digit: Define the exit digit here. Once this digit is dialed by the user waiting in the queue, it will transfer the call to the set 'Destination'. (E.g., John enters the sales queue. The greeting message explains that the user may quit the queue by pressing the digit defined here (E.g., 9) and is transferred directly to the operator or some other destination (set under the 'Destination' option)).

Destination: The local PBXware destination number is dialed once the 'Exit Digit' is dialed. (E.g., John enters the sales queue. The greeting message explains that the user may quit the queue by pressing the digit defined under the 'Exit Digit' option and be transferred directly to the PBXware destination specified here).

Is Voicemail: Set whether the exit digit destination is pointing to voicemail. (E.g., Yes, No, Not Set)

Abandoned Calls Notification

Here you can set whether there will be any notification when the call inside a queue is abandoned.

Enable Notification: Enable or disable the Abandoned Calls Notification feature. (E.g., Yes, No, Not Set)

Notification E-mail address: The e-mail address which will receive notifications of abandoned calls, where an abandoned call is one where the caller hangs up the call while waiting to be answered. (E.g., admin@domain.com)

Callback

Queue Callback saves customers from long, frustrating waits and provides convenient phone support. With the Queue Callback feature, callers entering a phone queue can request a callback and then just hang up. No more long hold times, no more fighting other callers to get through - customers simply put in a call and then continue going about their work while waiting for the callback. It's the perfect solution for everyone.

This feature is highly customizable and can be catered to meet your needs. Things such as the maximum wait time, number of callback retries, and the amount of time to wait in between retries can be customized. The menu has several options for clients to submit their information for a callback.

NOTE: Queue callback is a license-enabled feature, so if it is not available in your queue settings but you would like to have it, please contact your account manager for more information.

Activate For Abandoned: Whether Queue Callback will be activated for calls that were abandoned before an agent answered.

NOTE: Options Activate for Abandoned and Min Talk Time Seconds aren’t connected anymore, so if one wants to activate callbacks for abandoned calls, they will set 'AFA' only, and if they're going to activate callbacks for calls hung up in first 'N' seconds after agent answer, they will set 'MTTS'.

Min Talk Time Seconds: The minimum time the call must last after an agent answers it for the callback not to be activated. For example, suppose we set this value to 10. In that case, calls that get disconnected in less than ten seconds after the agent answers the call will be called back by the PBXware, assuming that it disconnected unintentionally. (E.g., 5)

Callback Retries: A number of retries, the callback will try to reach the number of abandoned calls. (E.g., 3)

Callback Ring Timeout: Time in seconds that the UAD/Phone will ring for a callback. (E.g., Set 30 in this field, and callback will ring for 30 seconds)

Retry Timeout Seconds: Delay between callback retries in seconds. (E.g., 60)

Outgoing CallerID: Set the CallerID the caller will see when the system performs the callback. (E.g., John Doe <1000>)

Announce Hold Time: Set this value to Yes for the system to tell the called user how long they will wait until an agent answers their call. (E.g., Yes, No, Not Set)

Max Wait Seconds: This is the maximum time that system will wait to make a Queue Callback. (E.g., Max Wait Seconds is set to 900, and the caller has activated the Callback feature. The callback will wait for 900s for the free agent to be connected to the caller. If there are no available agents in 910 seconds, the Callback will not make a call).

Agent Answer: Whether to first call the agent before the callback tries to reach the number of abandoned call. (E.g., Yes, No, Not Set)

Valid Caller ID Lengths: Set the value for a valid caller ID length, separated with commas. (E.g., 3,6,9,12)

Use Caller ID only: Use callback only with the Caller ID rather than allowing the caller to enter a number at which they would like to be called. (E.g., Yes, No, Not Set)

IVR Digit Timeout: Type in and confirm the number of seconds the system should wait before the IVR Digit Timeout. The default value is 3 seconds. (E.g., 5)

IVR Max Retries: The maximum number of wrong entries in the IVR before the user is disconnected. (E.g., 3)

IVR Confirm Digit: Press this number to confirm your entry in the callback IVR. Default 1. (E.g., 2)

IVR Discard Digit: Press this number to discard your entry in the callback IVR. Default 2. (E.g., 3)

IVR Cancel Digit: Press this number to cancel your entry in the callback IVR. Default 3. (E.g., 1)

Callback Announcements

Caller Announce: Play a custom message to a caller before they answer the call. The file name has to be in the following format 'qc-announce-caller-announce-$NAME.gsm'.

Agent Announce: Play a custom message to a queue agent before they answer the call. The file name has to be in the following format 'qc-announce-agent-announce-$NAME.gsm'.

Dispositions

Agents can see Dispositions in Communicator. They can be applied and added at the end of each call.

Colour: Set the desired color for a Disposition. (E.g., #1588C9)

Hotkey: Enter a number to select a Disposition faster, or leave this field empty. (E.g., 2)

Name: Set a name for a Disposition. (E.g., Completed)

+: Click this button to add a Disposition.

x: Click this button to delete a Disposition.

NOTE: Upon clicking the button, the following warning message will appear: "Deleting dispositions will cause statistics to display id instead of name. Are you sure you want to remove disposition?". If users click the Cancel button, the action will be abandoned. On the contrary, if OK is clicked, the selected Disposition will be deleted.