When all of your agents are busy a Call queue becomes a rather useful feature to have.
Call queue can be simply described as a “virtual waiting room”. It assists you by offering your callers the option of remaining on the phone while they wait for a representative to answer. Moreover, it helps businesses to manage large call volumes with limited staff.
A call queue places incoming calls in line to be answered while agents are busy with other calls. The queued calls are distributed to the next available agent in the order received. You can add group of users/agents to the queue, including external phone numbers and skype for business accounts. Call queue can be configured to feature greetings, messages, and hold music. You can create a single or multiple call queues for your organization.
Call queue can be added in various parts of the call flow. In the example below we will add it after the ring group object.
Drag and drop the Call queue object into the main mPBX screen.
Click on the gear icon in the bottom right corner to open configuration screen.
- Name: Enter a name for the Queue
- Internal number: Any internal number can be used inside your mPBX.
- Call confirm: Press (1) to confirm the call. Could be used to stop the call being answered through your Voicemail on the mobile phone (if call diversion is on, and mobile is out of service for example)
- Hunt/Ring all: Ring all SIP devices, Numbers, Users and Skype for business simultaneously.
Hunt ring in sequence.
- Add: This option would allow to add
SIP devices, Numbers, Users and Skype for business to the Ring group.
Those people would become agents of this queue.
- Announcement: No - announcement is played when call joins the queue. You can press on it to change this field into the Custom one. Options to record or upload announcement will appear. If you wish to upload a copy of a pre-recorded greeting in .wav format, you can do so by clicking the green upload button. (Note: The format of the .wav file must be 8000hz, 16bit and Mono).
- Queue max wait time: specify the queue maximum wait time. (calls on hold would stay in queue until answered or until this maximum wait time expires.
- Music on hold: it is what a caller will hear after the announcement is played. You can select music from the list or upload custom music
by pressing -> Music on hold ->
- Interval between rings (in seconds): pause in seconds between retrying to dial queue agents again.
- Ring mode: Ring options. Mouse-over on those in mPBX to get more details.
Show advanced options:
Enable exit code - allow your callers to press (1) to leave the queue early. Additional exit point would appear after your Queue you can connect that with your voicemail , or that could be a fast option for customer to redirect call to the support.
- Report hold time to agent: it is a feature which would enable your agents to know how long the caller was on hold before getting through.
- Announce caller position in queue: it is an announcement which tells the caller about the current position in queue.
- Announce hold time: approximate hold time will be played back to the caller
- Skip busy SIP agents: queue won't ring for users who are on call already.
- Default ring time: how long your call will ring each time the queue would try to connect to your agents.
- Wrap up time: Wrap-up time is the time spent by an agent doing After Call Work (ACW) once they have concluded an interaction. The agent won't receive new calls for the Wrap up time value indicated.
Periodic announce message: is a periodic announcement(advertisement) played to the caller.
Now Queue is configured and you can proceed. Connect Queue object to the exit point of the Ring group.
If you have followed this tutorial correctly, your completed call flow should look much like below.
Please do not forget to press Apply configuration button to finalize your changes.