The ACD (Automatic Call Distributor) efficiently distributes incoming calls in the sequence of their arrival to the first accessible agent. It promptly answers each call and, when needed, places it in a queue until it can be routed to the next available call center agent. By evenly distributing the workload among agents, the system ensures that every caller receives timely and courteous service.
To generate an Queues, navigate to NextGenSwitch > Call center> Queues, where you’ll find the most crucial fields for configuration.
Call Queues :
Code, number to reach this service.
Description, short Description to identify this queue.
Strategy, This defines the strategy for managing the ringing of this queue. Options are:
Cid Name Prefix, The prefix appended to this queue typically indicates to the agents from which queue the call comes.
Agent Announcement, An announcement may be specified to play for the member as soon as they answer a call, typically indicating to them which queue this call should be answered from, enabling agents or members listening to multiple queues to differentiate how they should engage the customer.
Join Announcement, This feature allows you to define an announcement to be played to the caller immediately as they reach the queue.
Join Empty, Callers can join a queue with either no members or only unavailable members.
Leave When Empty, This is used to decide if callers should be removed from the queue when members are unavailable to take calls.
Member Timeout, This sets how many seconds a member’s device will ring.
Music On Hold, This option determines the type of music played for this queue.
Queue Timeout, This will make the queue fail after a set number of seconds.
Retry, This specifies how many seconds to wait before trying the next member in the queue if the timeout is reached while trying to ring a member.
Ring Busy Agent, This is employed to prevent sending calls to members whose status is “In Use.”
Wrap Up Time, This sets the duration, in seconds, for which a member remains unavailable in a queue after finishing a call, giving agents time for post-call processing before receiving the next call.
Last Destination*, This feature allows users to pick which module to activate from a list of options in a dropdown menu.
Agent Last Destination, this is the call target to which the module should be routed
Extensions:
Extension, The extension number is assigned to the Queue Member.
Member Type, This determines whether the member will be Dynamic or Static.
Priority, The queue priority needs to be set.
Allow Diversion, Allow diversion can be set to yes or no.