Queue

Queues are designed to help manage incoming calls in a call centre.

A queue is like a virtual waiting room, in which callers wait in line to talk with the available agent. Once the caller called in PBX and reached the queue, he/she will hear hold music and prompts, while the queue sends out the call to the logged-in and available agents. A number of configuration options on the queue help you to control how the incoming calls are routed to the agents and what callers hear and do while waiting in the line.

Queue Agents

in2pbx supports dynamic agents and static agents.

  • Static Agent: A static agent always stays in a queue to receive incoming calls.
  • Dynamic Agent: A dynamic agent can log in a queue or log out a queue at any time.

On the Queue configuration page, the unselected agents act as dynamic agents.

Queue 1

Add a Queue

Add a simple call queue.

  1. Go to Settings > PBXCall FeaturesQueue, click Add.
  2. Specify a Name and Number for the queue.
  3. Select a Ring Strategy for the call.
    • Ringing All: Ring All available Agents simultaneously until one answer.
    • Least Recent: Ring the Agent which was least recently called.
    • Fewest Calls: Ring the Agent with the fewest completed calls.
    • Random: Ring a Random Agent.
    • Rememory: Round Robin with Memory,Remembers where it left off in the last ring pass.
    • Linear: Rings interfaces in the order specified in the configuration file.
  4. Select Failover Destination, define what should happen if the call does not get answered by an agent.
  5. Select Static Agents for the queue.
    Queue 2
    • Dynamic agents: A dynamic agent can log in or log out a queue at any time.
    • Static agents: A static agents will always stay in the queue.
  6. Set the Agent Timeout, define how long the phone should keep ringing before it considers the call unanswered by that agent.
  7. Click Save and Apply.

Queue Settings

References of basic queue settings and caller experience settings.

Basic Queue Settings

Option Description
Number Use this number to dial into the queue, or transfer callers to this number to put them into the queue.
Name Give this queue a brief name to help you identify it.
Password You can require agents to enter a password before they can login to this queue.
Ring Strategy

This option sets the Ringing Strategy for this Queue.

  • Ringing All: Ring All available Agents simultaneously until one answer.
  • Least Recent: Ring the Agent which was least recently called.
  • Fewest Calls: Ring the Agent with the fewest completed calls.
  • Random: Ring a Random Agent.
  • Rememory: Round Robin with Memory,Remembers where it left off in the last ring pass.
  • Linear: Rings interfaces in the order specicied in the configuration file.
Failover Destination Set the failover destination.
Static Agents

Select static agent of the queue. The static agents will always stay in the queue.

Note:

  • The static agent is not allowed to log in and log out the queue.
  • The unselected users are dynamic agents.
Agent Timeout The number of seconds an agent’s phone can ring before we consider it a timeout. If you wish to customize, enter the value in the text box directly.
Ring In Use If set to no, unchecked, the queue will avoid sending calls to members whose device are known to be “in use”.
Agent Announcement Announcement played to the Agent prior to bridging in the caller.
Retry The number of seconds to wait before trying all the phones again. If you wish to customize, enter the value in the text box directly.
Wrap-up Time How many seconds after the completion of a call an Agent will have before the Queue can ring them with a new call .If you wish to customize, enter the value in the text box directly. Input 0 for no delay.

Call Experience Settings

Caller Settings
Music On Hold Select the “Music on Hold” playlist for this Queue.
Caller Max Wait Time Select the maximum number of seconds a caller can wait in a queue before being pulled out. If you wish to customize, enter the value in the text box directly. Input 0 for unlimited.
Leave When Empty If enabled, callers already on hold will be forced out of a queue when no agents available.
Join Empty If enabled, callers can join a queue that has no agents.
Join Announcement Announcement played to callers once prior to joining the queue.
Agent ID Announcement Announcement played to the callers to prompt the agent ID. The agent is who will answer the call.

  • [None]: The system will not announce the agent ID.
  • [Default]: The system will play the prompt “{extension number} will be connected. Please wait”. The {extension number} is the extension number of the agent.
  • Custom Prompt: If you choose your custom prompt. The system will play “{extension number}” + your custom prompt.
Satisfaction Survey Prompt When the agent hangs up, the system will play the prompt to ask the caller to rate their satisfaction scale.
Caller Position Announcements
Announce Position Announce position of caller in the queue.
Announce Hold Time Enabling this option causes PBX to announce the hold time to the caller periodically based on the frequency timer. Either yes or no; hold time will be announced after one minute.
Frequency How often to announce queue position and estimated hold time.
Periodic Announcements
Prompt Select a prompt file to play periodically.
Frequency How often to play the periodic announcements.
Events
Key Once the events settings are configured, the callers are able to press the key to enter the destination you set. Usually, a prompt should be set on Periodic Announcements to guide the callers to press the key.

Log in/out a Queue

A dynamic agent can log in or log out a queue at any time.

Log in/out a Queue by Feature Code

Note: If the static agents try to log out a queue, the system will play a prompt “Agent logged out, goodbye”; But actually, the agent is still in the queue.
  • To log in a queue, dial [QUEUE_NUM]*.

    For example, dynamic agent 1000 dials 6700* to log in the queue 6700.

  • To log out a queue, dial [QUEUE_NUM]**.

    For example, dynamic agent 1000 dials 6700** to log out the queue 6700.

  • Dial *75[QUEUE_NUM] to log in a queue.

    For example, dynamic agent dials *756700 to log in the queue 6700.

  • Dial *75[QUEUE_NUM] again to log out a queue.

    For example, dynamic agent dials *756700 again to log out the queue 6700.

Log in/out a Queue by BLF Key

A dynamic agent can set a BLF key on his/her IP phone to quickly log in or log out a queue.

For example, on the phone of a dynamic agent, set a BLF key to quickly log in or log out queue 6700.

The following instructions are based on the Htek UC912 v2.0.4.4.33.

  1. Log in the phone web interface, go to Function KeysLine Key.
  2. Set a BLF key to log in or log out queue 6700.

    Queue 3

    • Type: Set to BLF.
    • Value: The BLF key format is *75[QUEUE_NUM]. In this example, set to *756700.
    • Account: Select the account that is registered to the extension number of the agent.
  3. Click SaveSet.

Now, the agent can press the BLF key to switch his/her status in the queue.

  • When the prompt “agent logged out,goodbye.” is played, the agent is logged out of the queue.
  • When the prompt “agent logged in, goodbye.” is played, the agent is logged in the queue.

Monitor Agent Status by BLF

In a call center scenario, a supervisor can set BLF keys to monitor if the agents are in a specific queue. An agent can also set a BLF key to monitor his own status.

This topic is based on the Htek UC912 v2.0.4.4.33.

Note: Monitoring agent status is supported in the firmware version 30.8.0.8 or later.

We will set a BLF key to monitor if the agent 1001 is in the queue 6700 or not.

  1. Log in the phone web interface, go to Function KeysLine Key.
  2. Set a BLF key to monitor extension 1001.
    Queue 4
    • Type: Set to BLF.
    • Value: The BLF key format is *75[EXT_NUM]*[QUEUE_NUM]. In this example, set to *751001*6700.
    • Account: Select the account that has an extension registered to the PBX.
  3. Click SaveSet.

    Check the BLF LED status:

    Note: Different brands of IP phone may have different LED indications.
    • Green LED: The agent 1001 is not in the queue 6700.
    • Red LED: The agent 1001 is in the queue 6700.
    • BLF LED is off: Check if your configurations are correct.