CallSwitch Queue system allows you to receive more calls in your CallSwitch than your staff members are able to answer at the same time.
They will enable you to deal with your calls more efficiently and your customers will be held in a queue, listening music on hold and receiving information messages about aproximate wait time and/or their position in queue depending on the settings you choose to apply to your CallSwitch queue environment.
Queues consist of:
- Incoming calls being placed in the queue
- Members that answer the queue (extensions or users that login as agents)
- A strategy for how to handle the queue and divide calls between members
- Music played while waiting in the queue
- Announcements for members and callers
CallSwitch Queue members types:
- Agents are staff members that answer incoming call(s) that have been placed into a specific Queue. An agent logs in indicating that s/he is now ready to take calls. CallSwitch transfers an inbound call to a queue, which is then distributed to an available agent in order defined by the queue ring strategy.
- SIP Members are extensions that are active while answering the Queue calls.
- Queue Name:
Unique queue network name/identifier
(ex. Provide a unique queue identifier/name here)
- Queue Number:
The unique network queue number
(ex. This number has to be dialed in order to access the queue)
- Max Callers:
Maximum number of callers allowed to wait in the queue at the same time. This number should be set in accordance with the number of agents answering the queue calls
(ex. If this field is set to 4, only 4 callers will be allowed to enter the queue. If caller number 5 tries to enter the queue, he will be transferred to the CallSwitch 'Redirect Extension' number).
- Music On Hold
Select the MOH (Music On Hold) class name. All sound files belonging to this MOH class will be played to users in the queue
(ex. User A enters the queue. After the greeting message is heard, all sound files belonging to the selected MOH class are played in the background)
- Rings to Answer:
Number of rings played to the caller before entering the queue. Keep the rings between 1 and 3.
(ex. Rather than just 'falling' into a queue and hearing the queue greeting message, play the ring sound to the caller first).
- RTP Delay [sec]
Delay time in seconds before the queue greeting message is played. This solves the 'half-played' file problem. Keep this value between 1-3
(ex. User A enters the queue and hears '..r call is first in line...' and doesn't understand. Set this field to 1 so that a 1 second pause is added before the message is played. Now, when user A enters the queue he will hear 'Your call is first in line...').
- Replace Caller ID
Replace the caller ID with a custom value
(ex. Type 'Lobby - %CALLERID%' to display the caller ID information as 'Lobby - 5552879' where 5552879 is the actual number calling in)
Define the custom language for all sound files played by the queue
(ex. To play Spanish sound files to all users waiting in the queue, type 'es' here. NOTE: CallSwitch comes with English sound files by default. To install sound files in other languages, please see 'Settings: Protocols: Sip: Language')
- Queue URL
Send the following URL to the agent's softphone if it supports that option and the softphone can open the URL so the agent can see the caller's additional information, if available. This option must be supported by the softphone for it to be used.
(ex. Additional information on the Queue URL field can be obtained here)
- Custom ring tone
Ring the agent phones with a custom ringtone set here
Set the queues open/closed times. Depending on the time when the call is received, the call can be redirected to different CallSwitch destinations.
- Operation Times
Enable operation times
(ex. On, Off)
- Default Destination
CallSwitch extension that all calls are redirected to during the closed time hours
Greeting sound file played to callers during the closed times
Description of destinations follows this priority order:
- Open dates:Sets the working hours during which the Queue is to redirect calls as set in the Queue Add/Edit window. If any call is received during the hours not set here, 'Custom Destination' is checked, and if they do not apply, the call is redirected to the 'Default Destination' (Closed dates)
- Custom Destinations:Redirects all calls received during set hours to the CallSwitch extension provided here.
- Closed dates: Sets the specific date when all calls are redirected to the 'Default Destination'. If the 'Destination' field in the Closed dates is set, the call will not go to the 'Default Destination', but to this number.
- Queue Members and Agents
Pressing Queue Members and Agents button will open a list of Members and Agents in a pop-up window.
This window is divided into two tables:
- Available - positioned on the left and shows all of the extensions on the system that are not assigned to this queue
- Members - located on the right and shows the extensions assigned to this queue
To add a new member to the queue from this left panel list, select the check box for the queue agent or SIP member that you would like to add to the queue and press the 'Add Member' button. This will add the selected agent to the queue member list.
Also, every table has the ability to search for members names, numbers, and type.
Checkbox which is used to select extensions for adding or removing from the queue
(ex. Clicking on any checkbox next to an extension will show arrow buttons for adding or removing in the middle, which depends on in which table the checkbox is selected).
(ex. Sales 1)
Number of the extension on the system
This value can be set per member, so the system can decide which priority to use when sending calls to members
(ex. Set values between 0 and 10 where 0 is the highest priority and 10 is the lowest priority. If the strategy is defined as 'ringall', then only those available members with the lowest priorities will ring. ).
NOTE: If an extension does not pick up, it will not automatically go to the next extension. It will keep ringing until it is picked up. It will only go to the next extension if the current extension is either busy or unavailable.
Option used to filter the list by the member type.
Any - displays all entries
Agent - displays only agents entries
SIP - displays only SIP static members (SIP extensions)
IAX - displays only IAX static members (IAX extensions)
- Static Members login
This option defines whether the Extensions set as Static Members have to log in in order to become an active Queue member.
Options: Yes, No
Set this option to No for Extensions added as Static Members of the Queue to automatically become active Queue members without needing to log in.
- Send Manager events
Options: Yes, No
When this option is set to yes, the following manager events will be generated: AgentCalled, AgentDump, AgentConnect, and AgentComplete.
Set the way calls are transferred to queue members answering the calls.
- ringall- Ring all available Members until one answers (default)
- linear- When used with static members, the linear ringing strategy will ring interfaces in the order specified in the queues.conf configuration file for that specific queue, always starting at the beginning of the list. If used with dynamic members, the members will be rung in the order in which they were logged in.
- leastrecent- Rings the interface that least recently received a call. In a queue where there are many calls of roughly the same duration, this can work. It does not work as well if an agent has been on a call for an hour, and their colleagues all got their last calls 30 minutes ago, because the agent who just finished the 60-minute call will get the next one.
- fewestcalls- Rings the interface that has completed the fewest calls in this queue. This can be unfair if calls are not always of the same duration. An agent could handle three calls of 15 minutes each and her colleague had four 5-second calls; the agent who handled three calls will get the next one.
- random- Rings a random interface. This actually can work very well and end up being very fair in terms of evenly distributing calls among agents.
- rrmemory- Round robin with memory. rrmemory should pick up at the last interface it was at when the last call came into the queue.
- rrordered- Same as rrmemory, except the queue member order from the config file is preserved so interfaces will ring in the order specified in this configuration file. If you use dynamic members, the members will be rung in the order in which they were added.
- wrandom- Rings a random interface, but uses the member's penalty as a weight when calculating their metric. So a member with a penalty of 0 will have a metric somewhere between 0 and 1000, and a member with a penalty of 1 will have a metric between 0 and 2000, and a member with a penalty of 2 will have a metric between 0 and 3000. Please note, if using this strategy, the member penalty is not the same as when using other queue strategies. It is ONLY used as a weight for calculating metric.
Should callers be served one by one or in parallel fashion
(ex. With this option turned 'Off', even if there are five agents available, calls will not be transferred to them until the first caller waiting in a queue is connected to an agent. When the first caller gets served, caller number two gets served and all others keep waiting. It is recommended to keep this feature always turned 'On' so callers can be served in order)
- Ring Agents in Use
Whether agents in use should be called when a new caller comes into the queue
(ex. If the agent is already in an active conversation, with this option set to 'Yes', the Agent extension will ring when a new caller enters the queue)
- Auto Pause
Autopause will pause a queue member if they fail to answer a call.
Options: No - Member will not be paused, Yes - Member will be paused only in the queue where the timeout took place, All - Member will be paused in all queues in which he/she is a member.
- Member Delay
This field is the same as RTP Delay, only this option is set for the agent answering the queue calls. Before the call is transferred, custom queue information can be played to an agent so that the agent knows from which queue the call is coming. This solves the 'half-played' file problem. Keep this value between 1-3
(ex. Agent X is to answer the call coming from the queue. If the 'Queue Announce' is set to play the custom sound file ('This call comes from the Lobby Queue') but only '...s call comes...' is heard, set this field to 1 so that 1 second pause is added before the message is played and entire message is played 'This call comes from...')
- Retry All Timeout
Time interval in seconds, for how long to wait before trying the queue agent again.
(ex. If agent Smith cannot answer the incoming queue call and hangs up the ringing line, the call will not be transferred back to his extension for a time in seconds provided in this field).
If this option is set to yes and a BUSY or CONGESTION signal is received on the line, the agent's timeout for answering will be reset. This can be useful with agents that have permission to cancel a call with a reject.
(ex. A call enters the queue and is transferred to Agent X. Agent X has a Polycom phone (for example) and sends a BUSY signal by hitting the 'Reject' key. This will reset the internal timer. The call will be transferred to other queue agent(s). The original agent will not be contacted until all other agents are tried and the call does not get answered by any of them).
- Wrap-up Time
After a successful call, this will determine how long to wait (time interval in seconds) before sending a new call to a potentially free agent/member.
Any queue can have 3 types of queue members. They can be: extensions, dynamic agents, or callback agents
This member will receive queue calls after they are added to the queue members list.
- Dynamic Agents
This type of queue member can login to a designated queue from any UAD on the network with access code *202. The system will prompt for the AGENT NUMBER and AGENT PIN. After that the queue will send calls to the agent
The dynamic agent is "on call" all the time, meaning that the agent's line is always open and receiving calls. Every time the caller hangs up, the agent hears the MOH and then receives the next call when it arrives. The dynamic agent logs out of the queue by hanging up the line. The agent MUST be created in the 'Agents' menu and assigned to the queue in question.
- Callback Agents
This type of agent can login to a designated queue by dialing into one of the system extensions with *203. The system will prompt for: AGENT NUMBER, AGENT PIN, and THE NUMBER where the agent is currently at. This number could be a local extension or some other remote destination
The agent MUST be created in the 'Agents' menu and assigned to the queue in question. The call back agent must logout with *203 to stop receiving calls.
- Redirect Extension
Max callers redirect extension number
(ex. If queue 2000 accepts a maximum of 4 users waiting at the same time, any new user that enters queue 2000 will be redirected to the extension number provided here)
- Redirect to Voice Mail
Choose whether the redirect extension is a voicemail
(ex. Yes, No, N/A)
- Queue Ring Timeout
Number of seconds during which the Agent(s) will be called, after which the Position Announcement will be played to caller, if it is enabled
(ex. Agent(s) extensions are ringing for 10 seconds. After that time, the Position Announcement is played to the caller and then the Agent(s) are called again).
- Prioritize Queue Timeout
Used to control the priority of the two possible timeout options specified for a queue. The Queue Ring Timeout field has a timeout value that can be specified to control the absolute time a caller can be in the queue. The timeout value in queues.conf controls the amount of time (along with retry) to ring a member for. Sometime these values conflict, so you can control which value takes precedence. The default N/A setting will use the Queue Ring Timeout value, same as setting this to Yes. No will override Queue Ring Timeout field and use value from queues.conf.
Options: Yes, No, N/A
- Max Wait Seconds
The maximum time a caller can wait in a queue. Once this time is exceeded, the caller will be redirected to the 'Max Wait Extension' number.
(ex. User A is waiting 5 minutes already in the queue. If this field is set to 300 (300s = 5min), A will be redirected to the 'Max Wait Extension')
- Activate Callback
Whether Callback will be activated for calls that were abandoned because the call went unanswered for too long.
(Yes, No, N/A)
- Max Wait Extension
This option works along with the 'Max Wait Seconds' field. Provide the extension to which the caller will be redirected once the time exceeds 'Max Wait Seconds'.
(ex. User A is waiting for 5 minutes in the queue. If the 'Max Wait Seconds' field is set to 300 (300s = 5min), A will be redirected to this extension)
- Is Voicemail
Set whether the max wait extension is pointing to voicemail.
- Join Empty
Set whether a caller can join a queue if no agent is logged in or available
- It is recommended to set this option to 'No'. Do not allow the user to enter the queue if the call will not be answered by anyone. The following options are available:
- Yes - Join the queue if no agents or only unavailable agents are in the queue
- No - Do not join the queue if there are no members in queue
- Strict - Do not join the queue if no agents or only unavailable agents are in the queue
- Leave when empty
When there are no agents inside a queue, callers will leave it depending on the setting
- No - This option is disabled
- Yes - If you wish to remove callers from the queue if there are no agents present
- Strict - If there are calls queued, and the last agent logs out, the remaining incoming callers will be removed from the queue immediately
- Activate Callback
Whether callback will be activated for calls that were abandoned because there was no agent logged in to the queue.
(Yes, No, N/A)
- Empty Destination
When the queue does not have any agent logged in, redirect callers to the following destination
- Is Voicemail
Set whether the empty destination extension is pointing to voicemail.
Select a greeting file to play to all callers waiting in a queue.
NOTE: File name has to be in the following format 'queue-greeting-$NAME.gsm':
(ex. Record a custom sound greeting file (e.g. 'All our representatives are busy...') and select that file. This file will be played to all callers once they enter the queue).
- Wait Seconds
The time delay in seconds before playing the greeting message. This delay is useful when users do not hear the beginning of the greeting message. Keep this value between 1-3 seconds.
(ex. John enters the sales queue, but cannot hear the beginning of a greeting sound file (e.g. ..our representatives are busy...). Set this option to 1. This will insert one second of silence before the greeting file is played and should fix the partial sound file error. Now, all callers entering the queue should hear the full greeting message (e.g. All our representatives are busy))
There are two types of position announcements: 'Hold Time' (Tells the queue position) and 'Periodic Announcements' (Plays custom message)
- Announce Hold-Time
Enable callers waiting in a queue to hear the hold-time announcements.
(ex. Setting this option to 'Yes' will enable the hold-time announcements. A single caller waiting in a queue would hear 'Your call is now first in line and will be answered by the next available representative. Thank you for your patience' message).
- Announce Frequency
How often to play the hold-time announcement message (time in seconds).
NOTE: If you set this option to '0', the announcement message will not be played.
(ex. If this field is set to 30, a single caller waiting in queue will hear 'Your call is now first in line and will be answered by the next available representative. Thank you for your patience' message every 30 seconds).
- Announce Frequency
Specifies the minimum amount of time that must pass before we announce the caller’s position in the queue again. This is used when the caller’s position may change frequently, to prevent the caller from hearing multiple updates in a short period of time.
- Announce Round Seconds
Rounding level for hold-time announcements. If this is set to 0, only minutes, not seconds, are announced; other possible values are 0, 1, 5, 10, 15, 20 and 30.
(e.g. When set to 30, a wait time of 2:34 will be rounded to 2:30.)
- Periodic Announce
Select the sound file that is played periodically to callers waiting in a queue.
NOTE: The file name has to be in the following format 'periodic-announce-$NAME.gsm'
(ex. Record a message 'Hang in there buddy!' and set it as a periodic announcement. This message will be played to callers every 'Periodic Announcement Frequency' seconds)
- Periodic Announcement Frequency
Time interval in seconds at which the periodic message is to be played.
(ex. If this field is set to 30, all callers waiting in the queue will hear the 'Periodic Announcement' message every 30 seconds, as long as they stay in the queue).
- First Periodic Announcement Delay
Insert the value in seconds after which the First Periodic Announcement will be played, each next announcement will be played per the Periodic Announcement Frequency setting. This value will be available only if the Periodic Announcement Frequency is set.
Sounds should be named as follows:
- queue-youarenext- Your call is first in line and will be answered by the next available representative)
- queue-thereare- You are currently caller number X
- queue-callswaiting- Waiting to speak with a representative
- queue-holdtime- The estimated call time is currently
- queue-minutes- Minutes
- queue-seconds- Seconds
- queue-lessthan- Less than
- queue-thankyou- Thank you for your patience
- queue-periodic-announce- All of our representatives are currently busy. Please stay on line and your call will be answered by the next available representative
- Agent Announce
Play a custom message to a queue agent before they answer the call. NOTE: The file name has to be in the following format 'agent-announce-$NAME.gsm'.
(ex. Record a custom sound file (e.g. This call is coming from the Sales Queue). Every time a queue agent answers a call from this queue, the sound file will be played to him before the call is transferred to the agent)
- Report Holdtime
Enabling this feature will tell the queue agent how long the calling party has been waiting in the queue.
(ex. John is waiting in a sales queue for two minutes and thirty seconds. Agent Smith picks up his call and hears the message 'Hold time, two minutes').
- Record Queue Calls
Once this feature is activated, all queue calls will be recorded in the desired sound format.
(ex. John enters the 'Sales' queue and is transferred to 'Queue Agent Smith'. Their entire conversation is recorded and available for review from 'Reports').
- Incoming OptionsSet the advanced queue call options.
- t- allow the called user to transfer the calling user
- T- allow the calling user to transfer the call
- H- allow the caller to hang up by hitting *
- n- no retries on the timeout; will exit queue and go to the next step
- r- ring instead of playing MOH
- C- avoid missed calls in ringall strategy
- Ring ('r') timeout
When 'r' is selected as Incoming Options and this timeout is used, the queue will first ring the entered number of seconds, after which MOH will start
- Use Exit Digit
Whether users should be able to exit the queue by dialing a single digit and be automatically redirected to a preset CallSwitch destination.
John enters the sales queue. A greeting message explains that the user may quit the queue by pressing the digit defined under the 'Exit Digit' option, and be transferred directly to the operator or some other destination (set under 'Extension' option).
- Exit Digit
Define the exit digit here. Once this digit is dialed by the user waiting in the queue, it will transfer the call directly to the 'Extension' destination
John enters the sales queue. The greeting message explains that the user may quit the queue by pressing the digit defined here (e.g. 9) and be transferred directly to the operator or some other destination (set under 'Extension' option).
- Activate Callback
Whether callback will be activated when the caller exits the queue by pressing an exit digit.
(Yes, No, N/A)
The local CallSwitch extension number that is dialed once the 'Exit Digit' is dialed.
(ex. John enters the sales queue. The greeting message explains that the user may quit the queue by pressing the digit defined under the 'Exit Digit' option and be transferred directly to the CallSwitch extension defined here).
- Is Voicemail
Set whether the exit digit extension is pointed to voicemail.
Abandoned Calls Notification
Here you can set whether there will be any notification when the call inside a queue is abandoned
- Enable Notification
Enable or disable Abandoned Calls Notification feature
(ex. Yes, No, N/A)
- Notification E-mail address
The e-mail address which will receive notifications of abandoned calls, where an abandoned call is one where the caller hangs up the call while waiting to be answered
Queue Callback saves customers from long, frustrating waits and brings convenient phone support right to them. With the Queue Callback feature, callers entering a phone queue have the option to request a call back and then just hang up. No more long hold times, no more fighting other callers to get through - customers simply put in a call and then continue going about their work while waiting for the call back. It's a perfect solution for everyone.
This feature is extremely customizable, able to be catered to meet your needs. Things such as the maximum wait time, number of call back retries, and the amount of time to wait in between retries can be customized. The menu has several options for clients to submit their information for a call back.
- Activate if Full
Whether Queue Callback will be activated for calls that were abandoned because the queue was full.
(Yes, No, N/A)
- Activate For Abandoned
Whether Queue Callback will be activated for calls that were abandoned before an agent answered.
(Yes, No, N/A)
- Min Talk Time Seconds
The minimum time the call must last after an agent answers it in order for callback not to be activated.
For example, if we set this value to 10, calls that get disconnected in less than ten seconds after call is answered by agent will be called back by the CallSwitch, assuming that it got disconnected unintentionally.
- Callback Retries
Number of retries callback will try to reach the number of abandoned call.
- Retry Timeout Seconds
Delay between callback retries, in seconds.
- Announce Hold Time
Set this value to yes for the system to tell the called user how long he will wait until his call is answered by an agent.
- Max Wait Seconds
Maximum time in seconds
- Agent Answer
Whether to first call the agent before the callback tries to reach the number of abondoned call.
- Valid Caller ID Lengths
Set the value for a valid caller ID length, separated with commas.
- Use Caller ID only
Use callback only with the Caller ID rather than allowing the caller to enter a number at which he would like to be called.
- IVR Digit Timeout
Type in and confirm the number of seconds the system should wait before the IVR Digit Timeout. The default value is 3 seconds.
- IVR Max Retries
Maximum number of wrong entries in the IVR before the user is disconnected.
- IVR Confirm Digit
Press this number to confirm your entry in the callback IVR. Default 1.
- IVR Discard Digit
Press this number to discard your entry in the callback IVR. Default 2.
- IVR Cancel Digit
Press this number to cancel your entry in the callback IVR. Default 3.
- Caller Announce
Play a custom message to a caller before they answer the call.
- Agent Announce
Play a custom message to a queue agent before they answer the call.
In this section, additional information can be added to be written into the queue configuration file.
Types of Queue Members
Any queue can have 3 types of queue members with two additional variations on the agent types. They can be: extensions, dynamic agents, or callback agents. Additionally, agents can be configured to choose whether they will be Dynamic or Callback and if they will auto login to the queue.
- Extension - Member
If the queue for which the extension is added has the Static Member Login option turned on, the extension will have to login using the *200 access code before it will receive any calls from the queue. To log out of the queue extension, you have to use the *201 access code.
If the Static Member Login option is not turned on, this member will always receive queue calls after it is added to the queues members list.
- Dynamic Agents
This type of queue member can login to a designated queue from any UAD on the network with access code *202. After the agent is logged on, queue will be sending the calls to the agent
The dynamic agent is "on call" all the time, meaning that the agent's line is always open and receiving calls. Every time the caller hangs up, the agent hears the MOH and then receives the next call when it arrives. The dynamic agent logs out of the queue by hanging up the line. Agent MUST be created in the 'Agents' menu and assigned to the queue in question.
- Callback Agents
This type of agent can login to a designated queue by dialing into one of the system extensions with access code *203. By default, the system will prompt for: AGENT NUMBER, AGENT PIN, and THE NUMBER where the agent is currently at. This number could be a local extension or some other remote destination.
The agent MUST be created in the 'Agents' menu and assigned to the queue in question. The callback agent must logout with *203 to stop receiving calls
Additionally, agents have two more type options for a choice:
- Callback or Dynamic Agents
This type of agent is left with the choice of whether it will use the *202 access code and be a dynamic agent or the *203 access code and be a callback agent.
- Auto Login (Callback)
This type of agent is actually a callback agent which the system will automatically log into the queue as soon as it is added to the queue. Of course, for this to work, this agent needs to bind to an extension to which the system will send the calls.
Queue statistics display a wide and detailed array of queue details
Select the queue for which you'd like to see statistics
(ex. Click on the 'Please select' button to select 'All' (all queues) or a specific queue name and then click the 'Show' button)
(Select box button)
Statistics time period
Select the time period for which statistics are to be displayed. Available options:
- Show statistic for all calls
All incoming calls summary
(ex. Click on this check box to show statistics for all calls)
- Show statistics for all answered calls
All incoming calls answered by the agents
(ex. Click on this check box to show statistics for all answered calls)
- Show statistics for all unanswered calls
All unanswered calls are shown in statistics
(ex. Click on this check box to show statistics for all unanswered calls)
- Show statistics for entry position
Show entry positions of the calls in the queue
(ex. Click to show entry positions in statistics)
- Show statistic per agents
Per queue agent call statistics
(ex. Click to show statistics per queue agent)
- Show statistics for repeated callers
Show all statistics for callers with repeated calls
(ex. Click to show statistics with number of repeated calls from one CallerID)
- Show statistics for queue callback calls
Show all statistics for queue callback calls
(ex. Click to show statistics with the number of calls in the queue with queue callback)
- Show statistics for queue interrupt messages:
Show all statistics for queue interrupt messages
(ex. Show all statistics for calls where someone on the system played an interrupt message for callers waiting in the queue)
- Call duration less than [s]
Show statistics for calls less than the selected number of seconds
(ex. 30 s)
([0-9] Select box)
Enter or select a DID/range for which the statistics will be shown
Display queue statistics
(ex. A click on this button will open the statistics pop-up window. Displayed information may vary depending on the options set under basic and advanced options)
When you click on 'Advanced Options' located in the top right corner, the window will change to allow a more detailed date range selection for statistics.
- Download Report- If you choose this action, CallSwitch will generate a PDF format report and offer it for download or view.
- Print- This will print a statistics report on your printer.
- Email- This action will generate a PDF report, attach it to the message, and allow you to email it.
- Close Window- This will close the report window.
- More- This will print a statistic report on your printer.
- Graph- This action will generate a PDF report, attach it to message, and offer to email it.
- Get CSV- If you choose this action, CallSwitch will generate a CSV format report and offer it for download or view.
- Table Caption- Displays the total number of all calls made
- Total- Total call time including the hold time
- Min- The minimum/shortest call time
- Mean- Average call time for all incoming calls
- Max- Max call time.
- Call Time- Calls active talk time in a queue
- Hold Time- Calls hold time in a queue
- Entry Position- Caller position in a queue at a point of entry (Total value always displayed as '-')
- Answered- Number & percent of calls that are answered
- Unanswered- Number & percent of calls that are unanswered
- Agent Hangups- Number of calls ended by queue agents and their percentage compared to all unanswered calls.
- Caller Hangups- Number of calls ended by callers and their percentage compared to all unanswered calls.
- Transferred- Number of calls that are transferred and their percentage, total time of all calls which were transferred from the time the call was answered to hang-up.
- Service Level- Percentage of calls answered in the first 60 seconds. (This time period can be changed in queue properties).
- Abandoned- Number of calls that are abandoned by callers waiting in a queue and their percentage.
- Timedout- Number of calls that were timed out while waiting in a queue and their percentage.
- Of Dumps- Number of calls that are Dumped by Agents.
Service Level and Service Level Inclusive elements are calculated using this formula:
Service level = (Total calls answered within threshold) / (Total calls answered)*100
Service level inclusive = (Total calls answered within threshold) / (Total calls answered + Total calls unanswered)*100
Answered and Unanswered summary displays SLA (Service Level Agreement) data in percents taken in 10 seconds intervals.
- Agent Session
- Agent Breakdown
- Agent Performance- Under the agents section you can run agent performance reports for all agents or for specific agents for a specific date period. The reports will list all of the agent's performance data by day for each agent and is exportable to excel (See attached)
- Agent Assessment- This will print a specific agent's performance like the above for each day for a specific date range.
- Calls- All calls answered by the agent
- Number- Number of calls answered by the agent
- Per min- Number of calls per minute
- Percent- Percent of all answered calls by the agent
- Talk Time- Agent talk time
- Total- Total agent talk time
- Mean- Mean/Average agent talk time
- Mean Delay- Mean/Average caller wait time before answered by the agent
- Idle Time- Agent idle time (callback agents only)
- Total- Total agent idle time (when the agent is not busy)
- Not Ready- Agent not ready (callback agents only)
- Total- Total agent not ready time (when the agent is not ready)
- Count- Number of times when the agent was not ready
- Session Time- Time the agent was logged in the queue (callback agents only)
- Total- Total time the agent was logged in
- Mean- Mean/Average time the agent was logged in
- Count- Number of agent sessions.
- Hangups(Agent/Caller[Transfer]) - Hang-ups statistic for agents and callers
- Number- Number of call hang-ups by Agent/Caller[Transfer]
- Percent- Percentages of call hang-ups by Agent/Caller[Transfer]
This link lets you dive in to the statistic data, this action will split the time period automatically to the smaller parts (depending on what size of time range you choose at the start); that way you can get a more detailed view in the periods.
This link will open a pop-up window with a graphical representation of the table
This is the link to the call logs of all calls, answered, and unanswered calls and calls handled by an agent. It opens windows like:
Select the box next to the agent name and click on the 'Sessions' button to view agent sessions (agent login/logoff time)
This action opens call logs associated with this agent. Click on the agent name to open this window
Schedule reports allow you to automatically run and email report results on a scheduled interval basis.
Whether the report is active or not.
- Start date:
Set the start date of the report.
- Run time:
Set run time.
Select how often you want the set of action(s) to be applied.
(Daily, Weekly, Monthly, Yearly)
- Send E-mail:
Whether you want the report to be sent in an e-mail.
Provide the e-mail address on which you want to receive queue reports.
The report types will be listed here.
(ex. Statistics for all calls)
When you click on the Types button, a new window will open. You can choose here which queue statistics to include in the report. On the left side there are available report types and on the right side there are selected report types.
Here you can filter data by queue, DID and call duration.
- Time period:
Select the time period.
(ex. Last 7 days)
List of queues that are selected for the report.
When you click on the Queues button a new window will open. Here you can select the queues for which reports will run.
- Call duration:
Enter the call duration in seconds. If you enter 200, only calls that lasted less than 200 seconds will be taken into account.
Filter calls received only on this DID.
Select the DID filter.
CDR (Call Detail Records) for all queues in the system. In addition to normal operation, an authorized user is able to perform additional actions such as extensive search, listen to recorded queues, call any destinations listed, and access advanced features.
The extension number the call was made from
(ex. If the call was made from extension 1001 to extension 1004, '1001' is displayed here).
Number the call was made to
(ex. If the call was made from extension 1001 to 1004, '1004' is displayed here).
Date and Time when the call was made
(ex. 04 Oct 2006 10:44:10)
Call duration time in hh:mm:ss format
Time billed by the system
Total cost of the call calculated through a service plan
Displays the call status
Depending on whether a call was answered or not, this field value may have the following content:
- Not Answered
- This icon is displayed once a call is recorded and 'Delete' or 'Listen' enhanced service is activated
- This is a box used with the CDR commands to select a desired call
- Start Date:
Select a Search/Filter start date
(ex. Click on the small 'Calendar' icon next to any field and select the desired date)
- End Date:
Select a Search/Filter end date
(ex. Click on the small 'Calendar' icon next to any field and select the desired date)
Select whether you want to search the CDRs by Destination(s) or Trunk from where the call came in
(ex. Destination(s) or Trunks)
This field points to Queue(s) for which you are searching
ID of the CDR. When a user selects a CDR, the ID field shows that CDR's ID. If there are problem on the system, the customer can supply the support team with the problematic CDR ID which helps in locating it.
- Start TimeWhen searching for CDRs, this is the start time in the Start Date
(ex. Time in hh:mm:ss format like 10:15:30)
- End Time
When searching for CDRs, this is the end time in the End Date
(ex. Time in hh:mm:ss format like 15:20:30)
If you choose Destination(s) in the 'From' Select box, you will enter the extension from which the call came to the queue. If your selection was Trunk, you will have a Select box in this place where you can choose a trunk on the system from which the call came to the queue.
- Destination(s) - 1009
- Trunk - Sales
([0-9] or Select box)
Here you will enter the number of the queue in which the call ended up.
Search calls by selecting the desired call status
Click on the 'Please Select' button and select one of the available fields:
- Not Answered
After making any changes to the search filter, be sure to click on the search icon
Once the 'Listen' icon is displayed next to a call record, it means that the specific call was recorded.
(ex. To play recorded calls, check the box next to the 'Listen' icon and click 'Listen'. The browser will prompt you to open the sound file in your audio player or to download the sound file).
By default, the sound format is available as a .gsm file. To change the recording format, go to: 'Settings: Servers: Edit: Recordings format' and select one of the available sound formats:
To establish a call between any CallSwitch extension with the listed extensions, you have to provide two things: the Caller $EXTENSION number and the $DESTINATION extension
CallSwitch extension that will make a call
(Provide any CallSwitch extension number here, 1001 for example)
Destination extension that will be dialed by the 'Caller' extension
(ex. To select a destination extension, first check a box next to a CDR record. This field will display two extensions listed under the 'From' and 'Destination' selected record)
After setting 'Caller' and 'Destination' extensions, click the call icon.
Check the box next to a call record and click the 'Print' button. This action will open a new pop-up window with the printing interface.
Check the box next to a call record and click the 'Email' button. A small pop-up dialog will appear. Provide the email address here and click the 'OK' button to send the records.
CLIR (Command Line Interface Record) details
(ex. Select a desired call record and click this button to view more technical details about the call. A small pop-up window will open with the data).
NOTE: When experiencing any kind of unexplained problems, this is the data you need to send to the technical support team
- Delete Recording:
Deletes the recorded calls. For this command to be displayed, the appropriate enhanced service has to be set.
(ex. Select a recorded call and click this button to delete it from the file system)
- Download CSV:
Download data as a .csv (Comma Separated Value) file
(ex. Click this button to download the .csv file to your desktop)
- Short Calls Duration [s]:
Enter the number of seconds which means that calls should be treated as Short Calls in agents' stats.
- Keep stats on restart:
When CallSwitch is restarted, queue stats are reset if this option is not turned on.
(ex. Yes, No, N/A)
- Persistent Members
In case of CallSwitch, restart agents will not log off.
(ex. Yes, No)
- Share Wrap-up time:
If one agent is a member of more queues, for example Q1 and Q2, and for Q1 the wrap-up time is set to 5s but in Q2 the wrap-up time is not set, by turning on this option, Q1 and Q2 will share the same wrap-up time for the common agent.
- Run Reporter:
Whether you want to enable scheduled reports.
- Check interval [s]:
How often to check for queue statistics that will be included in report. Default is 300s.
- Auto Delete Queue Logs:
Delete queue logs after a specific amount of time.
Options: Never, Year, 3 Months, 6 Months, Month, Week.
- Create log history:
Whether to create a log history for queues.