Call Queue

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 centre agent. By evenly distributing the workload among agents, the system ensures that every caller receives timely and courteous service.

To generate a Queues, navigate to NextGenSwitch > Call Center> Queues, where you’ll find fields for configuration.

Code: A unique identifier for the queue (e.g. 90012).

Login/Logout/Join Code: The code agents use to log in, log out, or join the queue (e.g. 90015).

Name: A descriptive name for the queue (e.g. Call Center).

Strategy: Defines the call routing strategy within the queue.

  • Ring All: The system is programmed to ring all available channels until one of the members answers the phone.
  • One By One: The system is set to ring a random interface.

CID Name Prefix: The prefix added to this queue usually tells the agents which queue the call is coming from.

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.

Music On Hold: Specifies the music or audio played to callers while they wait.

Join Empty: Allows calls to join the queue even if no agents are logged in.

Leave When Empty: This is used to decide if callers should be removed from the queue when members are unavailable to take calls.

Record: Records calls handled through the queue.

Ring Busy Agent: Allows calls to ring agents even if they are currently on another call.

Member Timeout: The maximum time (in seconds) an agent’s phone rings before moving to the next agent.

Queue Timeout: The maximum time (in seconds) a caller remains in the queue before being redirected.

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.

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: The action taken if no agents answer the call.

Agent Last Destination: Defines the module and destination if an agent is unavailable.

Call Queue Extensions: These fields help configure queue members with specific roles and behaviours, ensuring efficient call distribution and personalized agent management.

  • Extension: Specifies the extension to include as a member of the queue.
  • Member Type: Defines the type of member
    • Static: The member is permanently assigned to the queue and remains part of it until manually removed.
    • Dynamic: The member can log in or out of the queue dynamically, offering flexibility for agents who may not always be available.
  • Priority: Sets the priority level of the member within the queue.
  • Allow Diversion: Enables or disables call diversion for the member. Allows the member to divert calls to another destination.

These fields help configure queue members with specific roles and behaviours, ensuring efficient call distribution and personalized agent management.