The CallSwitch Queue system allows you to receive more calls into your CallSwitch tenant than your staff members are able to answer at the same time, and is ideal for call centre style setups with Agents being able to log in/out with wrap up timers.
Queues will enable you to deal with your calls more efficiently and your customers will be held in a queue, listening to music on hold and receiving information messages about approximate wait time and/or their position in queue.
Queues consist of:
- Incoming calls being placed in the queue
- Agents that answer the queue (extensions 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 callers
This screen lists all system queues with the following details:
Adding a Queue
Clicking on 'Add' Queue will open standard options shown below:
- Queue Name:
Unique queue name/identifier
(ex. Provide a unique queue identifier/name here)
- Queue Number:
Unique extension number for the queue
(ex. This number is to be dialed in order to access the queue)
- Max Callers:
Maximum number of callers allowed to wait in a queue at the same time. This number should be set in accordance with the number of members 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 'Redirect Extension' number).
- Ring to Answer:
How many rings will be played to a caller before call enters the queue.
Set this value to 0 if you would like calls to hear Queue music on hold as soon as call is connected.
- Queue members and agents:
This button opens up a screen in which you can add and manage queue members. For calls to be presented to an extension, they will need to be assigned as an agent and logged into the queue.
(ex. Click on the button to manage queue members)
- Queue Members and Agents
Pressing button Queue Members and Agents list will open Members and Agents pop up window.
This window is divided into two areas, the section of adding a new agent and the existing agents,alongside their penalty.
- Add Agent Area - to add a new agent, type the name of the extension in this area, and a list of agents with the combination of letters typed will appear. Select the correct member for the list. Click the + symbol to add the agent to the queue.
Once an agent has been added press the "Save" button to come out of the members list and press save again on the queue interface to finalise changes.
Note: Be sure to save the Queue page as well as the members and agents page to ensure that changes are saved.
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 'ring all', then only those available members with the lowest priorities will ring).
Option used to filter the list by the member type.
Any - displays all entries
Agent - displays only agents entries (CC Servers only)
SIP - displays only SIP static members (SIP extensions)
Signing in/out of Queues:
If "Static Members Login" is set to "No" as below, all extensions that are agents of the Queue will be automatically signed in as available to take calls.
Note: If there are no agents available or signed in to the queue the group will follow the "Empty Queue" rules if set. If no empty queue rules are set the caller will hear ringing, but there will be no calls presented to the agents.
Otherwise, users can sign in & out via the below methods:
Using the Access code *200 from a local extension that is a member of the queue will bring the caller to an attendant that will prompt for their "Password" followed by the # key. The password referred to is the extensions PIN.
Once a pin is successfully entered, there will be a confirmation message confirming sign in.
Using the Access code *201 from a local extension that is a member of the queue will bring the caller to an attendant that will prompt for their "Password" followed by the # key. The password referred to is the extensions PIN.
Once a pin is successfully entered, there will be a confirmation message confirming sign out.
Tip: If an extension is member of multiple queues, the user can dial *200 or *201 followed by the queue extension number to sign out of specific groups. e.g *2005001.
Note: If a user dials the Access code to sign in/out when they are not assigned as an agent of a queue or the queue is set to a static login they will hear an error message.
For more information on the Advanced settings of the Queue groups: