Administrator Manual

9. Queues

In this chapter:

• Add Queue
• Edit Queue

Queues allow to automatically distributes phone calls to a specific group of agents on the first come, first serve basis. Using VoIPdito Control Panel you can adjust maximum queue times, toggle whether callers are told their queue position and average wait time.

Add Queue

To create a new Queue click Add button located in top right part of Queues panel - see (1) in Figure 9.1 above. Next follow steps below:

1. Enter Queue name - it will be used as Caller ID prefix if you select checkbox (2) below.
2. If enabled Caller ID will be prefixed with queue name to help agents identify which queue a call is coming from.
3. Queue number - agents will use the following dial codes to login and log out of the queue:
   • Log in - 421 followed by queue number
   • Log out - 422 followed by queue number
4. Inbound number (DDI) assigned to a queue.
5. Here you can set announcement played to the agent prior to connecting a call.
6. Ring Strategy when calling available agents.
7. If enabled the system will not ring agents already on the call.
8. How long to ring each agent before we consider it time out.
9. The number of second to wait before trying all agents again.
10. After a successful call, how many seconds to wait before sending a potentially free agent another call.
11. Announcement played to the caller prior to joining the queue.
12. Maximum number of callers allowed in the queue.
13. If enabled allow callers to join the queue even when no agents are currently present.
14. The maximum number of seconds caller can wait in the queue.
15. If enabled Caller ID will be prefixed with total wait time in minutes.
16. Announce position of the caller in the queue.
17. Announce average wait time in the queue.
18. How often to announce position and/or wait time.
19. Allow to exit the queue to existing IVR menu by pressing (*) start key.
20. Final destination if call is not answered within Max wait time.
21. Allow to exit the queue to Destination if no answer by pressing (#) hash key.

Edit Queue

To edit a Queue click on the icon located on the left side of the Queue name. See (2) in Figure 9.1 above.