Call Center Call Queues Configuration

On the tab labeled "Basic", when creating a call queue, we have the following two more fields available. These are the "Call Recording" and "Statistics" fields.

• • The call queue can of course be configured within the Vulcan Telecom PBX system to be recorded. This is done by simply selecting the "Yes" value for the "Call Recording" field.
• • Another option that our PBX system allows you to configure is the generation of statistical information regarding the call queue that is currently being created. These statistics are mainly for the needs of the call center administrator. Activate this system feature for the needs of the call queue being created by selecting "Yes" for the "Statistics" item.
• • If you do not want to record calls within the call queue you are creating, select the value "No" for the corresponding field. Similarly, if you do not want to generate statistics related to the currently created call queue. For the "Statistics" field, select the value "No"

The next tab for call queuing is the one labeled "Pre Que Option" This tab offers the following variables to fill in.

• • The first configurable setting is whether at least one agent must be online before sending the caller to the queue. This is set by selecting "Yes" or "No" for the 'Require Agents' variable.
• • Another variable we can set is the option for the type of audio to be played during call queuing. The system API will automatically copy the default ringback.wav file from the default sound list to the music on hold directory if callback is selected. All these settings are implemented in the drop-down list at the 'Queue Audio' option.
• • The system allows you to play Music on hold in its full range. This is particularly useful for playing some initial important information or greeting to the caller. Just after full playback the system will attempt to transfer the caller to an available agent. This is done by selecting 'Yes' and 'No' for the 'Require initial MOH' option.
• • The call queue created can be limited by the maximum expected time to connect. This is the expected time in seconds at which the system will no longer allow additional callers to be queued. before the queue is unavailable for new callers. This option is implemented by sliding the values next to the 'Max Expected Wait' variable. This specifies the threshold at which this rule takes effect.
• • Similarly, the system also allows you to set the maximum number of callers in the queue. Again, we can use the slider to select a value for the maximum number of callers in the queue. When the value set in this way is reached, the assignment of new callers to the queue will stop. The setting is made for the variable 'Max Queue Length'.
• • Another setting we have the option to make within this adding a new call queue is 'Allow Callbacks'. Selecting this variable with 'Yes' and 'No' allows the system to ask the caller to call back instead of waiting if the timing conditions are met.
• • "Forward if unavailable" is the last setting on this tab and allows us to specify the extension or phone number where the call will be forwarded if any of the cases occur within this setup queue that the new caller can no longer be assigned to this queue.

The last tab where we can influence the behavior of the newly added queue is the In Queue Options tab.

• • The "Queue Ring Timeout" is the first parameter that can be changed on this tab. The length of time it will take to be given the option to terminate after the queue has attempted to ring agents for a predetermined period of time is indicated by this value, which is set using a slider and is measured in seconds.
• • This tab's second setting is "Forward if unanswered." If the call is not connected before the time we set on the "Queue Ring Timeout" item expires, this value enables us to forward the caller to another extension or phone number.
• • In order to change how the queue behaves if we don't set the "Forward if unanswered" option, we have one final variable to consider. The entry for "voicemail" is here. The "Yes" and "No" options in this setting allow us to decide whether callers will be routed to the voicemail of the call queue that is currently being created. If "Yes" is chosen and the previous options are left blank, a system message alerting us that voicemail might be used will be displayed when the "Queue Ring Timeout" variable's timer expires. The user is informed by the auto attendant that they can access voicemail by pressing number 2 as part of this message. The system of course allows the caller to remain in the queue, which is accomplished by the user not pressing number 2.

When creating a call queue, the following two additional fields are available on the "Basic" page. These are the "Call Recording" and "Statistics" fields, respectively.

• • The call queue can, of course, be configured to record within the Vulcan Telecom PBX system. Simply select the "Yes" value for the "Call Recording" field.
• • You can also configure our PBX system to generate statistical data about the call queue that is currently being created. These statistics are primarily intended for the call center administrator's use. Select "Yes" for the "Statistics" item to activate this system feature for the needs of the newly created call queue.
• • Choose the word "No" in the corresponding field if you don't want calls in the call queue you're creating to be recorded. In a similar vein, you can choose not to produce statistics about the call queue that is currently being created. Choose the word "No" as the value for the "Statistics" field.

The next tab for call queuing is the one labeled "Pre Que Option" This tab offers the following variables to fill in.

• • Whether at least one agent must be available before adding a caller to the queue is the first configurable option. By choosing "Yes" or "No" for the "Require Agents" variable, this is set.
• • The choice of the audio format that will be played during call queuing is another parameter that can be set. If the callback option is chosen, the system API will automatically copy the default ringback.wav file from the default sound list to the music on hold directory. The 'Queue Audio' option's drop-down list contains all of these settings.
• • You can use the full range of the system's on-hold music capabilities. This is especially helpful for playing the caller a greeting or some important opening information. The system will try to connect the caller to an available agent after the entire playback has finished. This is done by checking or unchecking the box next to "Require initial MOH."
• • The maximum anticipated time to connect can be used to limit the call queue that is created. This represents the anticipated time in seconds at which the system will stop allowing new callers to be added to the queue. before new callers are unable to join the queue. By adjusting the values next to the "Max Expected Wait" variable, this option is implemented. This indicates the level at which this rule becomes applicable.
• • Similarly, you can set the maximum number of callers in the queue using the system. Once more, we can use the slider to choose a value for the most callers that will be placed in the queue. The assignment of new callers to the queue will halt when the value set in this manner is reached. The setting is for the variable 'Max Queue Length'.
• • Allow Callbacks is a different setting we can change when adding a new call queue. If the timing requirements are met, the system can ask the caller to call back instead of waiting by selecting this variable with "Yes" and "No."
• • The final setting on this tab, "Forward if unavailable," enables us to specify the extension or phone number to which the call will be forwarded in the event that any of the circumstances within this setup queue result in the new caller being unable to be assigned to this queue.

The In Queue Options tab is the final tab where we can modify how the recently added queue behaves.

• • The first variable we can set on this tab is the "Queue Ring Timeout". This value is set using a slider in seconds and tells us how long it will take to be offered the option to terminate after the queue has been trying to ring agents for a set amount of time.
• • The second variable, which again can be set using the slider and is given in seconds, is the "Agent Ring Timeout" value. Setting this value determines how long the queue will try to ring agents before moving on to the next available one. It should be remembered that this setting should be less than the value set for "Queue Ring Timeout".
• • A follow-on setting is the option variable named "Logout Agent On Missed Call". By setting this option, we can control the availability of agents and log out those that do not answer the call within the "Agent Ring Timeout" time set above. If we select "Yes", the agent will be automatically logged out of the queue after the given timeout. Selecting "No" will leave the agent in the queue and further attempts will be made to transfer callers out of the queue.
• • Another setting found on this tab is "Forward if unanswered". This value allows us to forward the caller to another extension or phone number if the call is not connected before the time we set on the "Queue Ring Timeout" item expires.
• • If we don't set the "Forward if unanswered" option, we have the last variable to choose to influence the queue behavior. This is the "voicemail" entry. Within this setting, we control whether callers will be forwarded to the voicemail of the currently created call queue by using the "Yes" and "No" options. If we select "Yes" and the previous settings are left blank, a system message will be triggered when the timeout set in the "Queue Ring Timeout" variable expires, indicating the possibility of switching to voicemail. As part of this auto attendant message, the user is informed that they can enter voicemail by pressing number 2. The system of course allows the caller to remain in the queue, which is accomplished by the user not pressing number 2.

On the tab labeled "Basic", when creating a call queue, we have the following two more fields available. These are the "Call Recording" and "Statistics" fields.

• • The call queue can of course be configured within the Vulcan Telecom PBX system to be recorded. This is done by simply selecting the "Yes" value for the "Call Recording" field.
• • Another option that our PBX system allows you to configure is the generation of statistical information regarding the call queue that is currently being created. These statistics are mainly for the needs of the call center administrator. Activate this system feature for the needs of the call queue being created by selecting "Yes" for the "Statistics" item.
• • If you do not want to record calls within the call queue you are creating, select the value "No" for the corresponding field. Similarly, if you do not want to generate statistics related to the currently created call queue. For the "Statistics" field, select the value "No"

The next tab for call queuing is the one labeled "Pre Que Option" This tab offers the following variables to fill in.

• • The first configurable setting is whether at least one agent must be online before sending the caller to the queue. This is set by selecting "Yes" or "No" for the 'Require Agents' variable.
• • Another variable we can set is the option for the type of audio to be played during call queuing. The system API will automatically copy the default ringback.wav file from the default sound list to the music on hold directory if callback is selected. All these settings are implemented in the drop-down list at the 'Queue Audio' option.
• • The system allows you to play Music on hold in its full range. This is particularly useful for playing some initial important information or greeting to the caller. Just after full playback the system will attempt to transfer the caller to an available agent. This is done by selecting 'Yes' and 'No' for the 'Require initial MOH' option.
• • The call queue created can be limited by the maximum expected time to connect. This is the expected time in seconds at which the system will no longer allow additional callers to be queued. before the queue is unavailable for new callers. This option is implemented by sliding the values next to the 'Max Expected Wait' variable. This specifies the threshold at which this rule takes effect.
• • Similarly, the system also allows you to set the maximum number of callers in the queue. Again, we can use the slider to select a value for the maximum number of callers in the queue. When the value set in this way is reached, the assignment of new callers to the queue will stop. The setting is made for the variable 'Max Queue Length'.
• • Another setting we have the option to make within this adding a new call queue is 'Allow Callbacks'. Selecting this variable with 'Yes' and 'No' allows the system to ask the caller to call back instead of waiting if the timing conditions are met.
• • "Forward if unavailable" is the last setting on this tab and allows us to specify the extension or phone number where the call will be forwarded if any of the cases occur within this setup queue that the new caller can no longer be assigned to this queue.

The last tab where we can influence the behavior of the newly added queue is the In Queue Options tab.

• • The first variable we can set on this tab is the "Queue Ring Timeout". This value is set using a slider in seconds and tells us how long it will take to be offered the option to terminate after the queue has been trying to ring agents for a set amount of time.
• • The second variable, which again can be set using the slider and is given in seconds, is the "Agent Ring Timeout" value. Setting this value determines how long the queue will try to ring agents before moving on to the next available one. It should be remembered that this setting should be less than the value set for "Queue Ring Timeout".
• • A follow-on setting is the option variable named "Logout Agent On Missed Call". By setting this option, we can control the availability of agents and log out those that do not answer the call within the "Agent Ring Timeout" time set above. If we select "Yes", the agent will be automatically logged out of the queue after the given timeout. Selecting "No" will leave the agent in the queue and further attempts will be made to transfer callers out of the queue.
• • Another setting found on this tab is "Forward if unanswered". This value allows us to forward the caller to another extension or phone number if the call is not connected before the time we set on the "Queue Ring Timeout" item expires.
• • If we don't set the "Forward if unanswered" option, we have the last variable to choose to influence the queue behavior. This is the "voicemail" entry. Within this setting, we control whether callers will be forwarded to the voicemail of the currently created call queue by using the "Yes" and "No" options. If we select "Yes" and the previous settings are left blank, a system message will be triggered when the timeout set in the "Queue Ring Timeout" variable expires, indicating the possibility of switching to voicemail. As part of this auto attendant message, the user is informed that they can enter voicemail by pressing number 2. The system of course allows the caller to remain in the queue, which is accomplished by the user not pressing number 2.

When creating a call queue, the following two additional fields are available on the "Basic" page. These are the "Call Recording" and "Statistics" fields, respectively.

• • The call queue can, of course, be configured to record within the Vulcan Telecom PBX system. Simply select the "Yes" value for the "Call Recording" field.
• • You can also configure our PBX system to generate statistical data about the call queue that is currently being created. These statistics are primarily intended for the call center administrator's use. Select "Yes" for the "Statistics" item to activate this system feature for the needs of the newly created call queue.
• • Choose the word "No" in the corresponding field if you don't want calls in the call queue you're creating to be recorded. In a similar vein, you can choose not to produce statistics about the call queue that is currently being created. Choose the word "No" as the value for the "Statistics" field.

The next tab for call queuing is the one labeled "Pre Que Option" This tab offers the following variables to fill in.

• • Whether at least one agent must be available before adding a caller to the queue is the first configurable option. By choosing "Yes" or "No" for the "Require Agents" variable, this is set.
• • The choice of the audio format that will be played during call queuing is another parameter that can be set. If the callback option is chosen, the system API will automatically copy the default ringback.wav file from the default sound list to the music on hold directory. The 'Queue Audio' option's drop-down list contains all of these settings.
• • You can use the full range of the system's on-hold music capabilities. This is especially helpful for playing the caller a greeting or some important opening information. The system will try to connect the caller to an available agent after the entire playback has finished. This is done by checking or unchecking the box next to "Require initial MOH."
• • The maximum anticipated time to connect can be used to limit the call queue that is created. This represents the anticipated time in seconds at which the system will stop allowing new callers to be added to the queue. before new callers are unable to join the queue. By adjusting the values next to the "Max Expected Wait" variable, this option is implemented. This indicates the level at which this rule becomes applicable.
• • Similarly, you can set the maximum number of callers in the queue using the system. Once more, we can use the slider to choose a value for the most callers that will be placed in the queue. The assignment of new callers to the queue will halt when the value set in this manner is reached. The setting is for the variable 'Max Queue Length'.
• • Allow Callbacks is a different setting we can change when adding a new call queue. If the timing requirements are met, the system can ask the caller to call back instead of waiting by selecting this variable with "Yes" and "No."
• • The final setting on this tab, "Forward if unavailable," enables us to specify the extension or phone number to which the call will be forwarded in the event that any of the circumstances within this setup queue result in the new caller being unable to be assigned to this queue.

The In Queue Options tab is the final tab where we can modify how the recently added queue behaves.

• • The first variable we can set on this tab is the "Queue Ring Timeout". This value is set using a slider in seconds and tells us how long it will take to be offered the option to terminate after the queue has been trying to ring agents for a set amount of time.
• • The second variable, which again can be set using the slider and is given in seconds, is the "Agent Ring Timeout" value. Setting this value determines how long the queue will try to ring agents before moving on to the next available one. It should be remembered that this setting should be less than the value set for "Queue Ring Timeout".
• • Another setting specific to this queue type is the "Initial Agent Group to Ring" setting. In this setting, use the slider to specify the initial amount, i.e. group, of agents that will be rung in the first step. The agents are then selected for ringing based on the number selected for this variable and further based on their predefined order.
• • Thus, this setting selects the first group of agents in the linear cascade that is called in the first iteration.
• • The following setting is again specific to this setting. It is called "Agent Group to Add After Timeout". This setting again allows us to use the slider to set how many agents will be added to be rung after all agents from the first group have been attempted to be rung. The agents that will be added in this way are again selected based on the quantity selected here and also according to their following order.
• • The system then merges the two groups of agents into one and simultaneously rings all agents in the group that now contains both groups of selected agents.
• • A follow-on setting is the option variable named "Logout Agent On Missed Call". By setting this option, we can control the availability of agents and log out those that do not answer the call within the "Agent Ring Timeout" time set above. If we select "Yes", the agent will be automatically logged out of the queue after the given timeout. Selecting "No" will leave the agent in the queue and further attempts will be made to transfer callers out of the queue.
• • Another setting found on this tab is "Forward if unanswered". This value allows us to forward the caller to another extension or phone number if the call is not connected before the time we set on the "Queue Ring Timeout" item expires.
• • If we don't set the "Forward if unanswered" option, we have the last variable to choose to influence the queue behavior. This is the "voicemail" entry. Within this setting, we control whether callers will be forwarded to the voicemail of the currently created call queue by using the "Yes" and "No" options. If we select "Yes" and the previous settings are left blank, a system message will be triggered when the timeout set in the "Queue Ring Timeout" variable expires, indicating the possibility of switching to voicemail. As part of this auto attendant message, the user is informed that they can enter voicemail by pressing number 2. The system of course allows the caller to remain in the queue, which is accomplished by the user not pressing number 2.