Queues - Inbound

Call Flow - Queues - Inbound

To modify or create new queues, go to Call Flow > Queues - Inbound in the telephony Menu

General Tab

There are a few fields to configure in the general tab.

Name: Name of queue

Strategy – Select your ring strategy for the queue.

Ring All - Rings all phones at the same time.

Fewest Answered -The Agent which has taken the fewest calls since log in is given the call. Becareful choosing this option if you Agents login at significantly different times of the day. An Agent that logs in after all other agents have taken 30 calls will recieve the next 30 calls.

If the Agent who has taken the fewest calls is currently on a call then the next agent with the fewest calls will be given the call.

Least Talk Time -  It delivers the call to the agent who has answered the least calls among other agents. Agents perceive this method as being the fairest distribution of labour.

Round Robin - On subsequent calls the system remembers the last agent it tried and starts the sequence from the next agent.

Sequential - Rings agent in sequence from the top of the list in the members tab of the queue configuration.

Ring busy agents (Checkbox) – If you enable this, calls to the queue will ring agents who are busy on another call.

Description: Optional description of the queue.

Queue timeout: Number of seconds till the queue call is automatically timeout.

Wrap-up time: Number of seconds the agent would not receive another queue call after disconnecting from a queue call.

Greeting: Prompt to play before the call is being added to the queue.

Music On Hold: Select the music on hold to play when the caller is waiting in the queue.

Members Tab

This is where you set up the list of members belonging to a queue and their ring timing.

Default member ring timeout: Set the default ringing time for each of the agent before the call is being sent to the next available member.

You are able to select members from the type below:

Agent: The agent that is configured in the agent screen.

Device: Select a device to be permanently part of a queue with the format Technology/{trunk}/Device. (example SIP/trunk/123 or SIP/123)

Group: Specify a dial group to be part of the queue.

Numher: An external number to be part of the queue. (this will allow to enable or disable skip confirmation)

Prompts Tab

In the prompt tab, you will be able to play messages when in a queue.

Announce current queue position: If enabled. will let the caller know which position the caller is when in the queue.

Repeat every: Will repeat the defined message multiple times based on the seconds set.

Play once after: Will play a message once after the seconds set from the point the caller enters the queue.

Breakout Tab

If breakout at timeout is enabled, instead of hanging up the call, it will go to the defined destination.

List of breakout options activated by DTMF: The caller is sent to the destination when the caller press the single digit DTMF is set. Instructions for these DTMF to the caller is usually in the form of message in the prompt tab.

Permissions Tab

To grant a permission to another user / group to access perform certain function related to ring group you are modifying, press the “+Add” button. Fill in the text field with the Focalscope user or group. You can select to allow or deny permission for each of the below function.

• Manage: Ability to modify agent’s configuration.
  
  
• Browse: Ability to see the agent’s personal call log.
  
  
• Download: Ability to download the agent’s call recordings.
  
  
• Whisper: Ability to perform whisper and barge on the agent's call.
  
  
• Listen: Ability to listen to an agent’s conversation.
  

References Tab

The above shows that the queue has been referenced from an IVR menu.

Preview Tab

Preview tab will show a preview for configuration that is currently set.

Emergency Tab

In cases of emergency, for example when the connection call center controller is down or agents on a remote site are not reachable, you can configure an alternative destination  to send the calls to.

The example below will send the calls to ring a mobile number "81234567" and a device HQ01@SG.