Queues

Queue is processing incoming calls to first available agent who is responsible for this queue. System automatically answers the call and, if necessary, keep it in queue until it's possible to redirect it to agent of call center. Balanced workload distribution of incoming calls garantees that every caller will receive voice announcement and professional service

Add Queue
Queue Number:Use this number to dial into the queue, or transfer callers to this number to put them into the queue. Agents will dial this queue number plus * to log onto the queue, and this queue number plus ** to log out of the queue. For example, if the queue number is 123: 123* = log in 123** = log out
Queue Name:Give this queue a brief name to help you identify it.
Queue Password:You can require agents to enter a password before they can log in to this queue. This setting is optional.
CID Name Prefix:You can optionally prefix the Caller ID name of callers to the queue. ie: If you prefix with "Sales:", a call from John Doe would display as "Sales:John Doe" on the extensions that ring.
Wait Time Prefix:When set to Yes, the CID Name will be prefixed with the total wait time in the queue so the answering agent is aware how long they have waited. It will be rounded to the nearest minute, in the form of Mnn: where nn is the number of minutes. If the call is subsequently transfered, the wait time will reflect the time since it first entered the queue or reset if the call is transfered to another queue with this feature set.	YesNo
Alert InfoALERT_INFO can be used for distinctive ring with SIP devices.:
Static Agents: Static agents are extensions that are assumed to always be on the queue. Static agents do not need to 'log in' to the queue, and cannot 'log out' of the queue. List extensions to ring, one per line. You can include an extension on a remote system, or an external number (Outbound Routing must contain a valid route for external numbers).
Extension Quick Pick Choose an extension to append to the end of the static agents list above.	(pick extension)
Queue Options
Agent Announcement:Announcement played to the Agent prior to bridging in the caller Example: "the Following call is from the Sales Queue" or "This call is from the Technical Support Queue". To add additional recordings please use the "System Recordings" MENU to the left. Compound recordings composed of 2 or more sound files are not displayed as options since this feature can not accept such recordings.	None
Join Announcement:Announcement played to callers once prior to joining the queue. To add additional recordings please use the "System Recordings" MENU to the left	None
Music on Hold Class:Music (or Commercial) played to the caller while they wait in line for an available agent. Choose "inherit" if you want the MoH class to be what is currently selected, such as by the inbound route. This music is defined in the "Music on Hold" Menu to the left.	inheritdefaultnone
Ringing Instead of MoH:Enabling this option make callers hear a ringing tone instead of Music on Hold. If this option is enabled, settings of the previous drop down are ignored.
Max Wait Time:The maximum number of seconds a caller can wait in a queue before being pulled out. (0 for unlimited).	Unlimited10 seconds20 seconds30 seconds40 seconds50 seconds1 minute1 minute, 30 seconds2 minutes2 minutes, 30 seconds3 minutes3 minutes, 30 seconds4 minutes4 minutes, 30 seconds5 minutes6 minutes7 minutes8 minutes9 minutes10 minutes11 minutes12 minutes13 minutes14 minutes15 minutes16 minutes17 minutes18 minutes19 minutes20 minutes25 minutes30 minutes35 minutes40 minutes45 minutes50 minutes55 minutes1 hour
Max Callers:Maximum number of people waiting in the queue (0 for unlimited)	01234567891011121314151617181920212223242526272829303132333435363738394041424344454647484950
Join Empty:If you wish to allow callers to join queues that currently have no agents, set this to yes. Set to strict if callers cannot join a queue with no members or only unavailable members	YesStrictNo
Leave When Empty:If you wish to remove callers from the queue if there are no agents present, set this to yes. Set to strict if callers cannot join a queue with no members or only unavailable members	YesStrictNo
Ring Strategy: ringall: ring all available agents until one answers (default) roundrobin: take turns ringing each available agent leastrecent: ring agent which was least recently called by this queue fewestcalls: ring the agent with fewest completed calls from this queue random: ring random agent rrmemory: round robin with memory, remember where we left off last ring pass	ringallroundrobinleastrecentfewestcallsrandomrrmemory
Agent Timeout:The number of seconds an agent's phone can ring before we consider it a timeout. Unlimited or other timeout values may still be limited by system ringtime or individual extension defaults.	Unlimited1 seconds2 seconds3 seconds4 seconds5 seconds6 seconds7 seconds8 seconds9 seconds10 seconds11 seconds12 seconds13 seconds14 seconds15 seconds16 seconds17 seconds18 seconds19 seconds20 seconds21 seconds22 seconds23 seconds24 seconds25 seconds26 seconds27 seconds28 seconds29 seconds30 seconds31 seconds32 seconds33 seconds34 seconds35 seconds36 seconds37 seconds38 seconds39 seconds40 seconds41 seconds42 seconds43 seconds44 seconds45 seconds46 seconds47 seconds48 seconds49 seconds50 seconds51 seconds52 seconds53 seconds54 seconds55 seconds56 seconds57 seconds58 seconds59 seconds60 seconds
Retry:The number of seconds we wait before trying all the phones again. Choosing "No Retry" will exit the Queue and go to the fail-over destination as soon as the first attempted agent times-out, additional agents will not be attempted.	No Retry0 seconds1 seconds2 seconds3 seconds4 seconds5 seconds6 seconds7 seconds8 seconds9 seconds10 seconds11 seconds12 seconds13 seconds14 seconds15 seconds16 seconds17 seconds18 seconds19 seconds20 seconds
Wrap-Up-Time:After a successful call, how many seconds to wait before sending a potentially free agent another call (default is 0, or no delay)	0 seconds1 seconds2 seconds3 seconds4 seconds5 seconds6 seconds7 seconds8 seconds9 seconds10 seconds11 seconds12 seconds13 seconds14 seconds15 seconds16 seconds17 seconds18 seconds19 seconds20 seconds21 seconds22 seconds23 seconds24 seconds25 seconds26 seconds27 seconds28 seconds29 seconds30 seconds31 seconds32 seconds33 seconds34 seconds35 seconds36 seconds37 seconds38 seconds39 seconds40 seconds41 seconds42 seconds43 seconds44 seconds45 seconds46 seconds47 seconds48 seconds49 seconds50 seconds51 seconds52 seconds53 seconds54 seconds55 seconds56 seconds57 seconds58 seconds59 seconds60 seconds
Call Recording:Incoming calls to agents can be recorded.	wavgsmNo
Event When Called:When this option is set to YES, the following manager events will be generated: AgentCalled, AgentDump, AgentConnect and AgentComplete.	YesNo
Member Status:When if this is option is set to YES, the following manager event will be generated: QueueMemberStatus	YesNo
Skip Busy Agents:When set to Yes, agents who are on an occupied phone will be skipped as if the line were returning busy. This means that Call Waiting or multi-line phones will not be presented with the call and in the various hunt style ring strategies, the next agent will be attempted.	YesNo
Queue Weight:Gives queues a 'weight' option, to ensure calls waiting in a higher priority queue will deliver its calls first if there are agents common to both queues.	012345678910
Autofill:If this is checked, and multiple agents are available, PBX will send one call to each waiting agent (depending on the ring strategy). Otherwise, it will hold all calls while it tries to find an agent for the top call in the queue making other calls wait.
Agent Regex Filter:Provides an optional regex expression that will be applied against the agent callback number. 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. An example input might be: ^([2-4][0-9]{3})$ This would restrict agents to extensions 2000-4999. Or ^([0-9]+)$ would allow any number of any length, but restrict the * key. WARNING: make sure you undertand what you are doing or otherwise leave this blank!
Caller Position Announcements
Frequency:How often to announce queue position and estimated holdtime (0 to Disable Announcements).	0 seconds15 seconds30 seconds45 seconds1 minute1 minute, 15 seconds1 minute, 30 seconds1 minute, 45 seconds2 minutes2 minutes, 15 seconds2 minutes, 30 seconds2 minutes, 45 seconds3 minutes3 minutes, 15 seconds3 minutes, 30 seconds3 minutes, 45 seconds4 minutes4 minutes, 15 seconds4 minutes, 30 seconds4 minutes, 45 seconds5 minutes5 minutes, 15 seconds5 minutes, 30 seconds5 minutes, 45 seconds6 minutes6 minutes, 15 seconds6 minutes, 30 seconds6 minutes, 45 seconds7 minutes7 minutes, 15 seconds7 minutes, 30 seconds7 minutes, 45 seconds8 minutes8 minutes, 15 seconds8 minutes, 30 seconds8 minutes, 45 seconds9 minutes9 minutes, 15 seconds9 minutes, 30 seconds9 minutes, 45 seconds10 minutes10 minutes, 15 seconds10 minutes, 30 seconds10 minutes, 45 seconds11 minutes11 minutes, 15 seconds11 minutes, 30 seconds11 minutes, 45 seconds12 minutes12 minutes, 15 seconds12 minutes, 30 seconds12 minutes, 45 seconds13 minutes13 minutes, 15 seconds13 minutes, 30 seconds13 minutes, 45 seconds14 minutes14 minutes, 15 seconds14 minutes, 30 seconds14 minutes, 45 seconds15 minutes15 minutes, 15 seconds15 minutes, 30 seconds15 minutes, 45 seconds16 minutes16 minutes, 15 seconds16 minutes, 30 seconds16 minutes, 45 seconds17 minutes17 minutes, 15 seconds17 minutes, 30 seconds17 minutes, 45 seconds18 minutes18 minutes, 15 seconds18 minutes, 30 seconds18 minutes, 45 seconds19 minutes19 minutes, 15 seconds19 minutes, 30 seconds19 minutes, 45 seconds20 minutes
Announce Position:Announce position of caller in the queue?	YesNo
Announce Hold Time:Should we include estimated hold time in position announcements? Either yes, no, or only once; hold time will not be announced if <1 minute	YesNoOnce
Periodic Announcements
IVR Break Out Menu: You can optionally present an existing IVR as a 'break out' menu. This IVR must only contain single-digit 'dialed options'. The Recording set for the IVR will be played at intervals specified in 'Repeat Frequency', below.	NoneUnnamed25
Repeat Frequency:How often to announce a voice menu to the caller (0 to Disable Announcements).	0 seconds15 seconds30 seconds45 seconds1 minute1 minute, 15 seconds1 minute, 30 seconds1 minute, 45 seconds2 minutes2 minutes, 15 seconds2 minutes, 30 seconds2 minutes, 45 seconds3 minutes3 minutes, 15 seconds3 minutes, 30 seconds3 minutes, 45 seconds4 minutes4 minutes, 15 seconds4 minutes, 30 seconds4 minutes, 45 seconds5 minutes5 minutes, 15 seconds5 minutes, 30 seconds5 minutes, 45 seconds6 minutes6 minutes, 15 seconds6 minutes, 30 seconds6 minutes, 45 seconds7 minutes7 minutes, 15 seconds7 minutes, 30 seconds7 minutes, 45 seconds8 minutes8 minutes, 15 seconds8 minutes, 30 seconds8 minutes, 45 seconds9 minutes9 minutes, 15 seconds9 minutes, 30 seconds9 minutes, 45 seconds10 minutes10 minutes, 15 seconds10 minutes, 30 seconds10 minutes, 45 seconds11 minutes11 minutes, 15 seconds11 minutes, 30 seconds11 minutes, 45 seconds12 minutes12 minutes, 15 seconds12 minutes, 30 seconds12 minutes, 45 seconds13 minutes13 minutes, 15 seconds13 minutes, 30 seconds13 minutes, 45 seconds14 minutes14 minutes, 15 seconds14 minutes, 30 seconds14 minutes, 45 seconds15 minutes15 minutes, 15 seconds15 minutes, 30 seconds15 minutes, 45 seconds16 minutes16 minutes, 15 seconds16 minutes, 30 seconds16 minutes, 45 seconds17 minutes17 minutes, 15 seconds17 minutes, 30 seconds17 minutes, 45 seconds18 minutes18 minutes, 15 seconds18 minutes, 30 seconds18 minutes, 45 seconds19 minutes19 minutes, 15 seconds19 minutes, 30 seconds19 minutes, 45 seconds20 minutes
Fail Over Destination
Time conditions: VID Terminate call: HangupCongestionBusyPlay SIT Tone (Zapateller)Put caller on hold foreverPlay ringtones to caller until they hangup Internal numbers: <100> 100 Mode day/night: (0) VID Misc Destinations: VoiceMail Queues: NEO <401> Callback: VID Announcements: VID Custom contexts: Full Internal AccessSun Ways Ring groups: GSM <604> IVR: VID Conferences: VID <300> Queue Priorities: prio1 DISA: Neo