Configuring Options for Call Queues

Configuring Options for Call Queues

This article covers setting up the pre-queue options for call queues.

Prerequisites

  • Call Center Supervisor or higher permissions

Configuring Queue Options

Round Robin

Round robin is a queue that routes callers to the available agent that has been idle longest. To enable round-robin select the button that displays “Round-robin (longest idle)”.

Basic Tab Fields

  • Available Phone Numbers can be assigned to a call queue from the Phone Number drop-down box.
  • If Recorded is selected then calls routed through this queue will be recorded.
  • If Statistics is selected the system generates call queue related information for reporting.

Pre Queue Option Fields

  • Require agents sets whether at least an agent is required to be online before sending a caller to the queue.
  • The Max Expected Wait is the time in seconds before the queue is unavailable to new callers or when the callback option will be presented. This applies when the queue's average wait time reaches the maximum expected wait.
  • The Max Queue Length is the maximum amount of callers allowed in the queue before it's full and unavailable to new callers.
  • The Allow Callback Option allows the system to prompt the user for a callback option instead of waiting, this is dependent on the Max Expected wait time. The prompt for the callback will first play when the timer for "Max Expected Wait" reaches it's limit and will repeat each time that limit is reached (ie: max expected wait is set to 3 minutes, every 3 minutes the user will be prompted to request a callback) This also represents how frequently the callback will be attempted for available agents.
  • If the queue reaches the maximum wait or the queue is full the Forward if unavailable option will be used.

In Queue Tab Fields

  • The Queue Ring Timeout is how long the queue will attempt to ring agents before following forward if unanswered.
  • The Agent Ring Timeout is how long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout.
  • You can set if you want an agent to be logged out of the queue if they miss a call
  • If agents fail to answer before the Queue Ring Timeout the Forward if unanswered will be used.
  • Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set.  This will also trigger the system message; “Please continue to hold or Press 2 to leave a voicemail” and then return the call back to the queue if nothing is pressed.

NOTE: the voicemail box used if you press 2 will be the call queues system user mailbox.

 

Ring All

Ring all configuration is a call queue configuration that rings all available agents of the queue's hunt group simultaneously. To enable ring-all select the button that displays “Ring All”.

Basic Tab Fields

  • Available Phone Numbers can be assigned to a call queue from the Phone Number drop-down box.
  • If Recorded is selected then calls routed through this queue will be recorded.
  • If Statistics is selected the system generates call queue related information for reporting.

Pre Queue Tab Fields

  • Require agents sets whether at least one agent is required before sending the caller to the queue.
  • The Max Expected Wait is the time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait.
  • The Max Queue Length is the maximum amount of callers allowed in the queue before it's full and unavailable to new callers.
  • The Allow Callback Option allows the system to prompt the user for a callback option instead of waiting, this is dependent on the Max Expected wait time. The prompt for the callback will first play when the timer for "Max Expected Wait" reaches it's limit and will repeat each time that limit is reached (ie: max expected wait is set to 3 minutes, every 3 minutes the user will be prompted to request a callback) This also represents how frequently the callback will be attempted for available agents.
  • If the queue reaches the maximum wait or the queue is full the Forward if unavailable option will be used.

In Queue Tab Fields

  • The Queue Ring Timeout is how long the queue will attempt to ring agents before following forward if unanswered.
  • If agents fail to answer before the Queue Ring Timeout the Forward if unanswered will be used.
  • Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set.  This will also trigger the system message; “Please continue to hold or Press 2 to leave a voicemail” and then return the call back to the queue if nothing is pressed.

NOTE: the voicemail box used if you press 2 will be the call queues system user mailbox.

Linear Hunt

Linear hunt configuration is a call queue configuration that routes callers to available agents one group after another. This order is defined when editing the queue's agents. To enable linear hunt select the button that displays “Linear Hunt”.

Basic Tab Fields

  • Available Phone Numbers can be assigned to a call queue from the Phone Number drop-down box.
  • If Recorded is selected then calls routed through this queue will be recorded.
  • If Statistics is selected the system generates call queue related information for reporting.

Pre Queue Tab Fields

  • Require agents sets whether at least one agent is required to be online before sending the caller to the queue.
  • The Max Expected Wait is the time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait.
  • The Max Queue Length is the maximum amount of callers allowed in the queue before it's full and unavailable to new callers.
  • The Allow Callback Option allows the system to prompt the user for a callback option instead of waiting, this is dependent on the Max Expected wait time. The prompt for the callback will first play when the timer for "Max Expected Wait" reaches it's limit and will repeat each time that limit is reached (ie: max expected wait is set to 3 minutes, every 3 minutes the user will be prompted to request a callback) This also represents how frequently the callback will be attempted for available agents.
  • If the queue reaches the maximum wait or the queue is full the Forward if unavailable option will be used.

In Queue Tab Fields

  • The Queue Ring Timeout is how long the queue will attempt to ring agents before following forward if unanswered.
  • The Agent Ring Timeout is how long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout.
  • You can set if you want an agent to be logged out of the queue if they miss a call
  • If agents fail to answer before the Queue Ring Timeout the Forward if unanswered will be used.
  • Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set.  This will also trigger the system message; “Please continue to hold or Press 2 to leave a voicemail” and then return the call back to the queue if nothing is pressed.

NOTE: the voicemail box used if you press 2 will be the call queues system user mailbox.

Linear Cascade

Linear cascade configuration is a call queue configuration that routes callers to groups of available agents adding each group to the next ring group where they can all ring simultaneously. The order of the groups is defined when editing the queue's agents. To enable linear cascade select the radio button that displays “Linear Cascade”.

We find that a lot of users confuse linear hunt and linear cascade so the following is provided for clarification:

We have 4 agents in a queue, using numbers 1 through 4 to identify them you'd have the following example:

A linear hunt order rings like this
1
2
3
4

Whereas linear cascade order rings like this

1
12
123
1234

Basic Tab Fields

  • Available Phone Numbers can be assigned to a call queue from the Phone Number drop-down box.
  • If Recorded is selected then calls routed through this queue will be recorded.
  • If Statistics is selected the system generates call queue related information for reporting.

Pre Queue Tab Fields

  • Require agents sets whether at least one agent is required to be online before sending the caller to the queue.
  • The Max  Expected Wait is the time in seconds before the queue is unavailable to new callers. This applies when the queue's average wait time reaches the maximum expected wait.
  • The Max Queue Length is the maximum amount of callers allowed in the queue before it's full and unavailable to new callers.
  • The Allow Callback Option allows the system to prompt the user for a callback option instead of waiting, this is dependent on the Max Expected wait time. The prompt for the callback will first play when the timer for "Max Expected Wait" reaches it's limit and will repeat each time that limit is reached (ie: max expected wait is set to 3 minutes, every 3 minutes the user will be prompted to request a callback) This also represents how frequently the callback will be attempted for available agents.
  • If the queue reaches the maximum wait or the queue is full the Forward if unavailable option will be used.

In Queue Tab Fields

  • The Queue Ring Timeout is how long the queue will attempt to ring agents before following forward if unanswered.
  • The Agent Ring Timeout is how long the queue will ring agents before moving on to the next available. This should be less than the Queue Ring Timeout.
  • Initial Agent Group to Ring references the number assigned to agents when adding them to the queue later. Here you assign which number will ring. This is the first group of agents in the linear cascade.
  • Agent Group to Add After Timeout adds an additional group of agents to ring when the Agent Ring Timeout is reached. The queue will ring the first group of agents and added agents with the chosen order or lower simultaneously. For example, if you choose 5 for Initial Agent Group to Ring and 5 for this option it will now ring all agents with Order 10 or lower. It will add 5 and ring all agents with that Order or lower on every Agent Ring Timeout that is reached. If you have any questions about how this works it's best to create a test configuration to get a good understanding of how Linear Cascade Queue's work.
  • You can set if you want an agent to be logged out of the queue if they miss a call
  • If agents fail to answer before the Queue Ring Timeout the Forward if unanswered will be used.
  • Callers will be sent to queue's voicemail if agents fail to answer before the Ring Timeout and Forward if unanswered is not set.  This will also trigger the system message; “Please continue to hold or Press 2 to leave a voicemail” and then return the call back to the queue if nothing is pressed.

NOTE: the voicemail box used if you press 2 will be the call queues system user mailbox.

Call Park

Call Park configuration is a call-queue-like configuration that places callers on hold until an agent retrieves them. To enable Call Park, select the radio button that displays “Call Park”.

Basic Tab Fields

  • Only name and extension of the Call Park are needed to create the Call Park
  • Phone Numbers that are assigned to the inventory as Available Numbers can be assigned to a call queue from the Phone Number drop-down box.

Note:  Call Parks can be configured by using the proper extension convention 5801-5820 for Static Call Parks or 5101-5110 for Dynamic Call Parks.

Static Call Parks are queues which the agent who answers the phone must specify where they are placing the caller on hold. For example, if they wanted to park the client on Queue 5801 they can use the transfer feature to transfer the call to 5801 which will then park the caller on hold at that extension. The agent may then go to another desk and retrieve that call by dialing the extension 5801.

Dynamic Call Parks are queues which the agent who answers the phone does not need to specify where they are placing the caller on hold. For example, if they wanted to park the client they would press * * * (the star key 3 times) and listen for the system prompt to tell them the extension the call is parked on hold at ie: "The call is now parked at 5101." The agent may then go to another desk and retrieve that call by dialing the extension 5101.


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