Call Queues

Posted by Jose Espinosa on 10 December 2014 01:30 PM

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.Â

A queue will hold incoming calls while agents are on activeÂ 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 callersÂ 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 moreÂ 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.

ScenarioÂ

Department: Sales
Destination:Â 704 (sales huntgroup)
Max Connected Calls:Â 5 (number of available agents - selected at the huntgroup)
Call Duration, sec:Â 180 (estimated time per call)

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,Â click here.

Creating a New Call Queue

Go to the account'sÂ Service FeaturesÂ tab.
Go to Voice Calls ->Â Incoming Calls.
Click onÂ Manage UM AccountÂ (UN must be enabled first).
From the new tab,Â hover over the last white iconÂ at the top left.
Click onÂ Call Queues.
ClickÂ Add.
Enter in theÂ Queue Name.
Enter in theÂ Destination.
Enter in theÂ Max Connected Calls.
Enter in theÂ Call Duration, sec.
Upload theÂ Music On HoldÂ for this Call Queue.Â
Hover over the last white iconÂ at the top left.
Click onÂ Auto Attendant.
Click onÂ ROOT.
Click onÂ Wizard.
Select the time conditionÂ FromÂ andÂ UntilÂ (to set the Auto Attendant to Inactive, select From 00:00 Until 00:00).
ClickÂ Next.
ClickÂ Next.
ClickÂ Next.
ClickÂ Next.
ClickÂ Finished.Â
Note theÂ ActiveÂ section is set toÂ "From 00:00 until 00:00"Â (This will send all calls to theÂ Not Active Action).
Select theÂ Not ActiveÂ Action to theÂ Queue.
Click onÂ SaveÂ orÂ Save &Â Close.

Call Queue Script

To use the Call Queue scriptÂ adjust name of the queue to "MainQueue:WT:X:TD:Y" where:

X = maximum wait time per queue
Y = last resort destination (extension 53)

Please find the list of features below:

WT = max waiting time per queue in seconds -Â Example: WT:120Â
NC = max number of calls - Example: NC:5
TD = last resort destination to extension or huntgroup - Example: TD:50
NFP = disable final prompt
QI = enable call queue identification with CLI -Â Example: QI:0Â

QI Options:

0 - disabled
1 - show queue name in the display string
2 - add the Q*i_queue* prefix into CLI
3 - apply 1 and 2 cases simultaneously

25. In theÂ Queue Name, enter in the name, then any of the features needed.

Example:Â Sales:WT:120:TD:53Â - The example will have a max waiting time of 120 seconds and then send calls to extension 53.

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Call Queues

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Creating a New Call Queue

Call Queue Script

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Creating a New Call Queue

Call Queue Script

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