Queues

Queues refer to the channels or the number of simultaneous calls that the system
can handle at any given time.

This feature displays the details about the existing queues. All the queues are listed
here, along with information related to them, such as queue name, queue extension,
queue strategy, and so on. These records can be edited or deleted as per need.

The admin can create new queues with the “Add new” button. One needs to fill in
details like:

1. Queue Name- The name of the queue should be alphanumeric2.
2. Extension No.- 3 to 4-digit integer that provides a direct link to the queue.
3. Ring strategy- this refers to the number of ways the calls are distributed to
   the agents or extensions. The admin gets a number of strategies to choose
   from like:
   i) Round robin- in this strategy, calls are distributed to agents or extensions
   in a rotating order. The first call goes to Agent 1, the second to Agent 2, and
   so on.
   ii)Longest Idle Agent- in this, calls are routed to the agent who has been idle
   for the longest period of time. It is useful in ensuring equal work distribution
   and reduces wait time for customers.
   iii)Top-Down- here, the calls are routed to agents in a fixed order starting
   from one
   iv) Agent With Least Talk Time- in this, the call is routed to the agent who
   has had the least amount of talk on previous calls.
   v)Agent With Fewest Calls- the calls are routed to the agent with the least
   number of calls answered so far.
   vi)Sequentially by Agent Order- the calls are routed to agents in a
   predetermined order based on availability or experience.
   vii)Sequentially By Next Agent Order-the calls are routed to the next
   available agent in a predetermined order.
   viii) Random- as the name suggests, the calls are distributed randomly to
   available agents or extensions.
4. Greeting- this is the automated message that is played to callers when they
   call mainly before the agent picks up the call. The admin gets the option to
   either set the recorded audio as the greeting or can upload a file of their
   own(.wav or .mp3).
   However, if one doesn’t need any greeting, one can simply choose Nothing
   here.
5. Max wait time- duration for which the customer is needed to wait before the
   call is picked up by an agent

For more specifications, one can go for advanced settings. Here, the following
details need to be filled:

6. Queue Timeout Action- Action taken when a customer has been waiting on
   hold or in a queue for too long. You can choose from a number of actions
   available in the dropdown like
   ● Nothing- do nothing
   ● Recordings
   ● Extensions
   ● Queue extensions
   ● IVR extension
   ● Conference extension
7. Wait sound- audio played to a customer when a call is on hold or in a queue.
   It can be nothing, on-hold music, recording, or even a file uploaded by you.
8. Announce sound- audio notification that is played to agents to indicate the
   arrival of a new call or call transfer. Admin can set this as nothing, a
   recording or an uploaded file.
9. Max wait time with no Agent- specify the duration after which the timeout
   action will be used when no agents are available.
10. Discard abandoned after- specify the duration for which an incoming call
    should remain in the queue before it is automatically disconnected or
    redirected to another destination
11. Abandoned resume allowed- this setting determines if a caller who
    previously hung up while waiting in the queue can resume their place in the
    queue when they call back. It can be set true or false as per requirement.