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Call Queues
Posted by Jose Espinosa on 10 December 2014 01:30 PM
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Call Queues are a call center functionality that allow a large number of incoming calls to be sent to an auto attendant, which then can forward calls to agents. A queue will hold incoming calls while agents are on active calls. As new calls join the queue, the system will position the caller. The caller will hear an announcement about their position in the queue and the estimated waiting time. The waiting time is calculated as (average call duration) / (maximum number of connected calls) * (total number of callers before them in the queue). After the anouncement, the user will be played the specificed music on hold. Every minute thereafter the system will update the user on their current position in the queue with an estimated waiting time. If a call comes into the queue and the specified number of agents (Step 9) is more than active calls, then the system will attempt to connect the user to an agent by ringing phones that belong to the huntgroup for that call queue. However, if a call comes into the queue and the specified number of agents is less than or equal to the number of active calls, the user will remain in the queue until an agent is available to take a call. The system will check the queue for an incoming call once every 60 seconds. ScenarioÂDepartment: Sales For this example, the huntgroup 704 has already been created with all Huntstops checked, as to not send callers to a voicemail. To read on creating a huntgroup, click here. Creating a New Call Queue
Call Queue ScriptTo use the Call Queue script adjust name of the queue to "MainQueue:WT:X:TD:Y" where: QI Options: 0 - disabled  25. In the Queue Name, enter in the name, then any of the features needed. Example: Sales:WT:120:TD:53 - The example will have a max waiting time of 120 seconds and then send calls to extension 53.
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