The call Queue object is a feature that places incoming calls in line to be answered while agents are busy with other calls. Normally playing default or custom music on hold to the callers while they wait for their call to be handled. The queued calls are distributed to the next available agent in a range of configurable modes. SIP devices, Users, External phone numbers and Skype for Business users can be added to the call Queue object, as endpoints to handle the inbound queued calls.
In order to include a call Queue into your call flow, you will need to drag a Queue object from your PBX toolbox, to your PBX call flow.
Next you will need to configure the Queue object, click on the settings icon in the bottom right corner of the object.
Name: A description for the queue.
Internal number: Any four digit number can be used. This will allow the call queue to be called internally for testing purposed etc.
Call confirm: Enabled the call confirm feature, this is useful when external numbers are being used inside the call queue. A full description will appear on mouse over of the call confirm button.
Add: Will allow you to enter a range of answering devices for the call queue.
Announcement: This recording will be played before the caller enters the queue. You can upload or record your own greeting. Please note the answering devices will not ring until the message has completed.
Queue max wait time: Specify the queue maximum wait time, before the call follows the exit clause.
Music on hold: Is the music played when the caller is waiting in the queue. You can use some default royalty free music that is supplied or upload your own. Please make sure that you are abiding by copyright laws.
Interval between rings: The time you would like to wait before the queue tried to ring the configured answering points. For example, the queue has just rang Sally she did not answer the queue will then wait X amount of seconds before trying to call her device again.
Ring mode: Select the ring mode the suits your needs the most. A full description will appear on mouse over of each mode.
Show advanced options: Will allow for advanced options to be set.
Enable exit code: Allow callers to press a configured digit to exit the queue and follow the exit clause. The default exit code is 1, and you can send exit calls to a voicemail object as an example.
Mark calls answered elsewhere: If enabled will stop missed call alerts reaching the SIP devices.
Report hold time to agent: Will allow your agents to know how long the caller was on hold before getting through.
Announce caller position in queue: This option will play an announcement periodically to the caller, explaining their current position in the call queue.
Announce hold time: This option will play an announcement periodically to the caller, explaining their hold in the call queue.
Skip busy SIP agents: The queue will not ring SIP devices that are already on a call.
Default ring time: This option will set the amount of time the answering points will ring for. Please note it will match the slider of the answering point.
Wrap up time: Will allow a grace period before ringing an agent that has just finished a call. This is used when you would like a period for agents to enter notes etc.
Periodic announce message: This option will allow you to play a message periodically to the callers waiting in the queue. This is sometimes a good place to enter advertisement messages etc.
Once you have successfully configured the call queue connect the object into your call flow and test an inbound call.
Finally don't forget to Apply the Configuration when any changes are made to the Queue or associated objects.