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Add Queue
401:NEO
Order: 401
Used as route at: 1:
Queue priority: prio1
Edit 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.
Yes
No
Alert Info
ALERT_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.
inherit
default
none
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).
Unlimited
10 seconds
20 seconds
30 seconds
40 seconds
50 seconds
1 minute
1 minute, 30 seconds
2 minutes
2 minutes, 30 seconds
3 minutes
3 minutes, 30 seconds
4 minutes
4 minutes, 30 seconds
5 minutes
6 minutes
7 minutes
8 minutes
9 minutes
10 minutes
11 minutes
12 minutes
13 minutes
14 minutes
15 minutes
16 minutes
17 minutes
18 minutes
19 minutes
20 minutes
25 minutes
30 minutes
35 minutes
40 minutes
45 minutes
50 minutes
55 minutes
1 hour
Max Callers:
Maximum number of people waiting in the queue (0 for unlimited)
0
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
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30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
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
Yes
Strict
No
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
Yes
Strict
No
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
ringall
roundrobin
leastrecent
fewestcalls
random
rrmemory
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.
Unlimited
1 seconds
2 seconds
3 seconds
4 seconds
5 seconds
6 seconds
7 seconds
8 seconds
9 seconds
10 seconds
11 seconds
12 seconds
13 seconds
14 seconds
15 seconds
16 seconds
17 seconds
18 seconds
19 seconds
20 seconds
21 seconds
22 seconds
23 seconds
24 seconds
25 seconds
26 seconds
27 seconds
28 seconds
29 seconds
30 seconds
31 seconds
32 seconds
33 seconds
34 seconds
35 seconds
36 seconds
37 seconds
38 seconds
39 seconds
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41 seconds
42 seconds
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44 seconds
45 seconds
46 seconds
47 seconds
48 seconds
49 seconds
50 seconds
51 seconds
52 seconds
53 seconds
54 seconds
55 seconds
56 seconds
57 seconds
58 seconds
59 seconds
60 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 Retry
0 seconds
1 seconds
2 seconds
3 seconds
4 seconds
5 seconds
6 seconds
7 seconds
8 seconds
9 seconds
10 seconds
11 seconds
12 seconds
13 seconds
14 seconds
15 seconds
16 seconds
17 seconds
18 seconds
19 seconds
20 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 seconds
1 seconds
2 seconds
3 seconds
4 seconds
5 seconds
6 seconds
7 seconds
8 seconds
9 seconds
10 seconds
11 seconds
12 seconds
13 seconds
14 seconds
15 seconds
16 seconds
17 seconds
18 seconds
19 seconds
20 seconds
21 seconds
22 seconds
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24 seconds
25 seconds
26 seconds
27 seconds
28 seconds
29 seconds
30 seconds
31 seconds
32 seconds
33 seconds
34 seconds
35 seconds
36 seconds
37 seconds
38 seconds
39 seconds
40 seconds
41 seconds
42 seconds
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44 seconds
45 seconds
46 seconds
47 seconds
48 seconds
49 seconds
50 seconds
51 seconds
52 seconds
53 seconds
54 seconds
55 seconds
56 seconds
57 seconds
58 seconds
59 seconds
60 seconds
Call Recording:
Incoming calls to agents can be recorded.
wav
gsm
No
Event When Called:
When this option is set to YES, the following manager events will be generated: AgentCalled, AgentDump, AgentConnect and AgentComplete.
Yes
No
Member Status:
When if this is option is set to YES, the following manager event will be generated: QueueMemberStatus
Yes
No
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.
Yes
No
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.
0
1
2
3
4
5
6
7
8
9
10
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 seconds
15 seconds
30 seconds
45 seconds
1 minute
1 minute, 15 seconds
1 minute, 30 seconds
1 minute, 45 seconds
2 minutes
2 minutes, 15 seconds
2 minutes, 30 seconds
2 minutes, 45 seconds
3 minutes
3 minutes, 15 seconds
3 minutes, 30 seconds
3 minutes, 45 seconds
4 minutes
4 minutes, 15 seconds
4 minutes, 30 seconds
4 minutes, 45 seconds
5 minutes
5 minutes, 15 seconds
5 minutes, 30 seconds
5 minutes, 45 seconds
6 minutes
6 minutes, 15 seconds
6 minutes, 30 seconds
6 minutes, 45 seconds
7 minutes
7 minutes, 15 seconds
7 minutes, 30 seconds
7 minutes, 45 seconds
8 minutes
8 minutes, 15 seconds
8 minutes, 30 seconds
8 minutes, 45 seconds
9 minutes
9 minutes, 15 seconds
9 minutes, 30 seconds
9 minutes, 45 seconds
10 minutes
10 minutes, 15 seconds
10 minutes, 30 seconds
10 minutes, 45 seconds
11 minutes
11 minutes, 15 seconds
11 minutes, 30 seconds
11 minutes, 45 seconds
12 minutes
12 minutes, 15 seconds
12 minutes, 30 seconds
12 minutes, 45 seconds
13 minutes
13 minutes, 15 seconds
13 minutes, 30 seconds
13 minutes, 45 seconds
14 minutes
14 minutes, 15 seconds
14 minutes, 30 seconds
14 minutes, 45 seconds
15 minutes
15 minutes, 15 seconds
15 minutes, 30 seconds
15 minutes, 45 seconds
16 minutes
16 minutes, 15 seconds
16 minutes, 30 seconds
16 minutes, 45 seconds
17 minutes
17 minutes, 15 seconds
17 minutes, 30 seconds
17 minutes, 45 seconds
18 minutes
18 minutes, 15 seconds
18 minutes, 30 seconds
18 minutes, 45 seconds
19 minutes
19 minutes, 15 seconds
19 minutes, 30 seconds
19 minutes, 45 seconds
20 minutes
Announce Position:
Announce position of caller in the queue?
Yes
No
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
Yes
No
Once
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.
None
Unnamed25
Repeat Frequency:
How often to announce a voice menu to the caller (0 to Disable Announcements).
0 seconds
15 seconds
30 seconds
45 seconds
1 minute
1 minute, 15 seconds
1 minute, 30 seconds
1 minute, 45 seconds
2 minutes
2 minutes, 15 seconds
2 minutes, 30 seconds
2 minutes, 45 seconds
3 minutes
3 minutes, 15 seconds
3 minutes, 30 seconds
3 minutes, 45 seconds
4 minutes
4 minutes, 15 seconds
4 minutes, 30 seconds
4 minutes, 45 seconds
5 minutes
5 minutes, 15 seconds
5 minutes, 30 seconds
5 minutes, 45 seconds
6 minutes
6 minutes, 15 seconds
6 minutes, 30 seconds
6 minutes, 45 seconds
7 minutes
7 minutes, 15 seconds
7 minutes, 30 seconds
7 minutes, 45 seconds
8 minutes
8 minutes, 15 seconds
8 minutes, 30 seconds
8 minutes, 45 seconds
9 minutes
9 minutes, 15 seconds
9 minutes, 30 seconds
9 minutes, 45 seconds
10 minutes
10 minutes, 15 seconds
10 minutes, 30 seconds
10 minutes, 45 seconds
11 minutes
11 minutes, 15 seconds
11 minutes, 30 seconds
11 minutes, 45 seconds
12 minutes
12 minutes, 15 seconds
12 minutes, 30 seconds
12 minutes, 45 seconds
13 minutes
13 minutes, 15 seconds
13 minutes, 30 seconds
13 minutes, 45 seconds
14 minutes
14 minutes, 15 seconds
14 minutes, 30 seconds
14 minutes, 45 seconds
15 minutes
15 minutes, 15 seconds
15 minutes, 30 seconds
15 minutes, 45 seconds
16 minutes
16 minutes, 15 seconds
16 minutes, 30 seconds
16 minutes, 45 seconds
17 minutes
17 minutes, 15 seconds
17 minutes, 30 seconds
17 minutes, 45 seconds
18 minutes
18 minutes, 15 seconds
18 minutes, 30 seconds
18 minutes, 45 seconds
19 minutes
19 minutes, 15 seconds
19 minutes, 30 seconds
19 minutes, 45 seconds
20 minutes
Fail Over Destination
Time conditions:
VID
Terminate call:
Hangup
Congestion
Busy
Play SIT Tone (Zapateller)
Put caller on hold forever
Play 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 Access
Sun Ways
Ring groups:
GSM <604>
IVR:
VID
Conferences:
VID <300>
Queue Priorities:
prio1
DISA:
Neo
© 2011.
NEOPbx
IP PBX NEO
