Queue

Call queueing is a call flow to distribute incoming calls within a group of call agents. The queue feature allows the creation of ringing queues. The Ayrix distinct between static and dynamic agents:

 

Static agents

Static agents are assigned via web access to the related queue. The agent state of a static agents is that they are immediately logged in to the queue. Agents can be logged on and off with a feature code.

Dynamic agents

Dynamic agents are not assigned to a queue, but they can dynamically login to a queue with feature code “Register Call agent in Queue”, default (see also feature codes). Any user can be in the role of a dynamic agent by dialing the “Register Call agent in Queue” +queue number.

Queued calls can be routed to a next destination or gets busy tone. The Queue panel consists the following tabs.

  • Basic Settings
  • Agents
  • Announcements
  • Advanced Settings

The queue page is a listed panel. On the Tabs “Add”, “Edit” “Duplicate”, you can add, – edit a Queue group. By pressing “Duplicate” you simply copy an existing group for further configuration.

Queue Polling strategy #

You can choose out of five queue polling strategies for call routing,

Ring all An incoming call will ring on all extensions simultaneously – multiple ring group.
Random Incoming calls will be distributed randomly in the agent group.
Fewest calls Incoming call will be distributed to the agent with the least call answers, e.g. on the last agent login.
Round Robin Calls are distributed starting from the 1st available agent in the list.
Round Robin Memory Calls are distributed from the last agent position of the previous call.

 

Basic settings #

The tab basic settings allow you to configure queue basics.

Field description

Basic settings
Name Give your queue a suitable name
Extension A group extension number to access the call queue
Queue outbound cid The queue CLI, being displayed to external phone agents to indicate an inbound call is the queue. (default = empty)
CID Prefix A CID prefix for name dialing, displayed to the caller, for example “HELP 0800xxxx”
Polling strategy See the Queue polling strategy table*
Retry (seconds) The no answer retry time in seconds, Time-out forwards to a next available agent if not answered,
Max callers The queue length of maximum callers.

 

Sound while ringing
Play ringtone If the caller in the queue, play ring tone
Play Music on hold If the caller in the queue play a Music on Hold, selectable radio, or a music file (see also Records – Announcements)

 

Add DiD
Add DiD Selects available DiDs from trunk line configuration being connected to the queue

 

Destination if no answer
Destination Call forwarding destination on no answer group time-out from the list after queuing time-out,
Time out in seconds The call forwarding time-out in seconds on no answer of the queued call. The call will be forwarded to the selected destination.

 

Agents #

The tab Agents allow you to assign extensions who are answering the queued calls.

Agent extension The Agents who are attending to the queue. You can select from the internal Extension list.

Assigning follow-me to that internal extension external numbers, mobiles, e.g.  will ring also in the queue group.

Agent penalty
[default=0, highest] Agent penalty is a qualification ranking of static agents. “0” is highest priority. The next priority is selected when all agents with the highest priority are busy. The Agent penalty is a queue type independent mechanism. Dynamic agents always have penalty 0.
Agent paused (yes/no) set and display the present state of the agent.

 

Housekeeping: AYXT 84 leave the “Queue outbound cid” empty if not needed.

 

Announcements #

The tab announcements allow you to configure an announcement for the caller and agent.

Field description

Announcements for Agent
Announcements Select if a general announcement should be given to the agent
Announce the time the caller is waiting Enable/disable if the agent should be informed about the waiting time of the caller before transfer.
Announcement for Caller
Announcement Select the announcement that should be played to the caller. (is not music on hold!)
Announce position in queue Enable/disable if the queue position should be announced, “you are the 1st,2nd 3rd in the queue”
Announce waiting time Selects if there is a waiting time before the announcement is played, or just should play once.
Play announcements above every second Delay time in seconds between announcement repetition.

Advanced settings #

Advanced settings tab is to enable/disable queuing features, Recording- and timer settings for call queuing.

Field description

If no agents in queue Exception handling if no agents are logged on.
Caller can enter queue if no agents The caller can still dial the queue, if no agents present, depending on Time-out the call is being forwarded to the destination.
Kick caller out of queue when last agent leaves As the last agent logs off, calls in the queue and incoming calls are disconnected with busy tone.
Recording
Record this queue Enable/disable call recording for queued calls for quality audits. Recording is only active for calls answered by an Agent. forwarded calls are not recorded.
Agent timing
Time-out for agent after successful call Agent after call work time in seconds. The time switching the agent absent to complete work on a call.
Immediately pass call to next agent on busy/congested Enables/disables if a call is forwarded to the next available agent in case of busy or congested, otherwise the call remains in the queue, until the occupied agent hung up. and become available
Delay between answer and call connect to agent (seconds). A delay time in seconds before the transfer of the caller to the agent is executed.

 

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