1.5 Administrator's Guide

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  5. Queues

Queues

Queues are a powerful feature of the Com.X system, allowing callers to be placed on hold and transferred according to a number of strategies and based on priority.

Callers waiting in the queue are provided with their position in the queue, projected waiting time and the option to use self-service menus to exit the queue and transfer to other destinations.

Agents servicing queues are allowed to log in by dialing the queue number followed by *, and log out out of queues by dialing the queue number followed by **, are provided with information re: callers waiting in the queue, and queues can be configured in flexible manners to transfer calls to agents.

General Settings
Field Contents
Queue Number

The extension number of the queue. Any calls or transfers to this extension will be routed to the queue.

Queue Name A unique name for the queue.
Queue Password

An optional password. If set, agents will need to log in with this password before they can service the queue.

Queue no Answer If checked, the queue will not answer the call until an agent is connected. A case where it may be desired to not answer a call is when using Strict Join Empty queue policies where the caller will not be admitted to the queue unless there is a queue member immediately available to take the call.
Call Confirm If enabled, any external agents, or external destinations evoked through follow-me or call forwarding of an agent, will be required to acknowledge the call before it is answered and delivered.
Call Confirm Announce An announcement to play to remote agents before they service a call. To be played if “Call Confirm” is enabled.
CID Name Prefix An optional prefix to be added to the CID of callers in the queue. This prefix will be displayed to agents servicing the queue.
Wait Time Prefix If set to “yes”, prefixes the CID name of all callers in the queue with the total time, in minutes, for which they were in the queue.
Alert Info If configured, additional SIP INFO messages carry the string configured here to the agent phones, facilitating distinctive ring and other features.
Ringer Volume Override Not applicable
Ringer Volume Override Mode Not Applicable
Restrict Dynamic Agents If enabled, dynamic agent logins will be restricted to extensions that have been explicitly declared as dynamic agents for the queue. Login attempts from other extensions will be denied.
Agent Restrictions Call as Dialed: The queue will call an extension just as if the queue were another user. Any Follow-Me or Call Forward states active on the extension will result in the queue call following these call paths. This behavior has been the standard queue behavior on past FreePBX versions. 

No Follow-Me or Call Forward: all agents that are extensions on the system will be limited to ringing their extensions only. Follow-Me and Call Forward settings will be ignored. Any other agent will be called as dialed. This behavior is similar to how extensions are dialed in ring groups. 

Extensions Only: the queue will dial Extensions as described for ‘No Follow-Me or Call Forward’. Any other number entered for an agent that is NOT a valid extension will be ignored. No error checking is provided when entering a static agent or when logging on as a dynamic agent, the call will simply be blocked when the queue tries to call it. For dynamic agents, see the ‘Agent Regex Filter’ to provide some validation.

Ring Strategy

Ringall: Rings all the available agents simultaneously until one answers.

Roundrobbin: Takes turns ringing each available agent.

Leastrecent: Rings the agent who was least recently called by this queue.

Fewestcalls: Rings the agent who has serviced the fewest calls from this queue.

Random: Rings an agent at random.

Rrmemory: Round robbin with memory. Rings each agent sequentially but remembers the position when the call is answered and rings the next agent in the sequence to service the next call.

Rrordered: same as rrmemory, except the queue member order from config file is preserved
Linear: rings agents in the order specified, for dynamic agents in the order they logged in
Wrandom: random using the member’s penalty as a weighting factor, see asterisk documentation for specifics

Autofill If not enabled, calls in the queue are processed in series,requiring all calls to be held until the first caller in the queue is connected to an agent. If enabled, calls can be processed in parallel.
Skip Busy Agents If set to Yes, agents on occupied extensions will be skipped as if the line were returning a busy signal. This prevents the call waiting feature from being presented with a call and the next agent is attempted instead.
Queue Weight Allows prioritising of queues so that calls waiting in a high priority queue will deliver it’s calls first if there are agents servicing more than one queue.
Music On Hold Class The category of music on hold to be played to callers while waiting in the queue.
Join Announcement An announcement to be played to callers upon their placement in the queue.This can be skipped if there are agents ready to answer a call (meaning they still may be wrapping up from a previous call) or when they are free to answer the call right now.
Call Recording Incoming calls to agents can be recorded. If ‘never’ is selected, then on demand recording is blocked.
Mark Calls Answered elsewhere Enabling this option, all calls are marked as ‘answered elsewhere’ when cancelled. The effect is that missed queue calls are *not* shown on the phone (if the phone supports it)
Failover Destination The destination for any failover calls (i.e. Calls that are removed from the queue without being answered by an agent).

Queue Agent

Field Contents
Static Agents A list of agents who are permanently servicing the queue. Static agents do not need to log in to the queue and can not log out of the queue. The list can contain extensions as well as external numbers, provided there is an outbound route that can support a call to the external number.
Dynamic Agents A list of agents who can log in and out of a queue. Extensions included in this list will not be automatically logged in to the queue.

 

Timing&Agent Options
Field Contents
Max Wait Time The maximum time for which a caller can be waiting in the queue. After this duration, calls will be directed to the failover destination
Max Wait Time Mode In ‘Strict’ mode, when the ‘Max Wait Time’ of a caller is hit, they will be pulled out of the queue immediately. In ‘Loose’ mode, if a queue member is currently ringing with this call, then we will wait until the queue stops ringing this queue member or otherwise the call is rejected by the queue member before taking the caller out of the queue. This means that the ‘Max Wait Time’ could be as long as ‘Max Wait Time’ + ‘Agent Timeout’ combined.
Agent Timeout The number of seconds for which an agents extension will ring before it is considered a timeout.
Retry The number of seconds to wait before attempting to dial agents again. If set to No Retry, then caller will be transferred to the failover destination after just one round of dialing the agents.
Wrap-up Time After a successful call, this is the number of seconds to wait before attempting to transfer another call to a potentially free agent.
Member Delay If you wish to have a delay before the agent is connected to the caller (or before the agent hears any announcement messages), set this to the number of seconds to delay.
Agent Announcement An announcement to be played to the agent prior to connecting the agent and the caller.
Report Hold Time If enabled, the time for which the caller has been on hold will be reported to the agent beforte the call is connected
Auto Pause Auto Pause an agent in this queue (or all queues they are a member of) if they don’t answer a call. Specific behavior can be modified by the Auto Pause Delay as well as Auto Pause Busy/Unavailable settings if supported on this version of Asterisk.
Auto Pause on Busy When set to Yes agents devices that report busy upon a call attempt will be considered as a missed call and auto paused immediately or after the auto pause delay if configured
Auto Pause on Unavailable When set to Yes agents devices that report congestion upon a call attempt will be considered as a missed call and auto paused immediately or after the auto pause delay if configured
Auto Pause Delay This setting will delay the auto pause of an agent by auto pause delay seconds from when it last took a call. For example, if this were set to 120 seconds, and a new call is presented to the agent 90 seconds after they last took a call, they will not be auto paused if they don’t answer the call. If presented with a call 120 seconds or later after answering the last call, they will then be auto paused. If they have taken no calls, this will have no affect.

 

Capacity Options
Field Contents
Max Callers The maximum number of callers who can join the queue. Set to 0 for unlimited. If capacity is reached, new callers will be sent directly to the failover destination.
Join Empty

If set to Yes, callers can be added to the queue even when no agents are logged in to service the queue.If set to No, callers may not be added to the queue if there are no agents logged in. If set to Strict, callers may not be added to the queue if there are no agents logged in, or if all of the agents are unavailable.

Leave Empty If set to Yes, callers will be removed from the queue if there are no longer any agents logged in. If set to strict, callers will be removed from the queue if there are no agents logged in or if all of the agents are unavailable.
Penalty Members Limit A limit can be set to disregard penalty settings, allowing all members to be tried, when the queue has too few members. No penalty will be weighed in if there are only X or fewer queue members.

 

Caller Announcements
Field Contents

Caller Position Announcements

Frequency The frequency with which their position and estimated hold time is announced to the caller.
Minimum Announcement Interval The absolute minimum time between the start of each queue position and/or estimated holdtime announcement
Announce Position If set to Yes, the announcements will tell the caller their position in the queue.
Announce Hold time If set to Yes, the announcements inform the user of the expected time before their call is connected to an agent.

Periodic Announcements

IVR Break Out Menu

An option to include an existing IVR as a break out menu. This allows callers to select options from the IVR, removing them from the queue and directing their calls to the destination specified by the IVR option.

Repeat Frequency The frequency with which the optional IVR menu is announced. (0 seconds to disable announcements)

 

Advanced Options
Field Contents
Service Level Used for service level agreements. Defines a duration in which calls should be answered to satisfy service level agreements.
Agent Regex Filer Provides an optional regex expression that will be applied against the agent callbacknumber. If the callback number does not pass the regex filter then it will be treated as invalid. This can be used to restrict agents to extensions within a range, not allow callbacks to include keys like *, or any other use that may be appropriate.