Details

  • Video Length:3:26
  • Published:6 March 2017
  • Module Location: Functions > Queues

Text Tutorial

The QuBe Users module creates administrators to login to the PBX

System Usage

  • Click on Create Queue button
  • Name
    • Enter a name to identify the queue
  • Queue Extension
    • Assign extension number to dial this queue
  • Music Class
    • Set which music class to play for this queue
  • Announcement before Enter Queue
    • Select an announcement to play to caller before entering queue
  • Queue Strategy
    • Ring strategy to ring queue members
      • Ring all available members
      • Ring member which was least recently hung up by this queue
      • Ring the one with the fewest completed calls from this queue
      • Ring random member
      • Round robin with memory – Remember where call was left off last ring pass
      • Same as RRMemory, except the queue member order from config
      • Rings members in the order in which they were added
      • Rings Random member, but uses the members penalty as a weight
  • IVR
    • Ability to allow caller to use selected IVR as options – IVR must contain single digit options only
  • Auto Fill Free Members
    • Autofill will use queue strategy but allow multiple calls through at the same time until there is no calls waiting or no more available queue members
  • Maximum Queue Callers
    • Set the maximum amount of people who can wait in queue (Set 0 for unlimited)
  • Queue Weight – Higher More Important
    • Weight of queue when compared to other queues – the higher queue weight allows for queue to get available channels when the same channel is included in more than one queue
  • Service Level Time in Seconds
    • Used for service level statistics (Calls answered within service level time frame)
    • Penalty Members Limit
      ​Limit to be set to disregard penalty settings when the queue has too few members – No penalty will be weighed if there are only X or fewer queue members (Default is 0)
  • Default Rule
    • If you wish to implement rule

Timing Options

  • General Queue Timeout
    • Timeout represents the amount of time in seconds caller can stay in queue before caller is removed from queue
  • Timeout Before Ring Next Member
    • Timeout specific amount of time in seconds to try to ring queue member before considering queue member unavailable
  • Wait Until Retry Timeout
    • Amount of time in seconds system waits before trying all queue members again
  • Timeout Behavior
    • Select which timeout has higher priority
  • Time After Call to Accept Next Caller
    • Amount if time in seconds to wait to send call to free member (Default is 0 / No delay)

  • Member Pause Behavior
  • Pause a Queue Member if they Fail to Answer a Call
    • Autopause will pause a queue member if they fail to answer a call
  • Delay Pause Since Last Successful Call
    • This will delay autopause of a queue member by number of seconds after taking a call
  • Pause Member if Busy Outside Queue
    • Autopause busy controls if queue member will be set to paused automatically if member’s device reports busy (Default set to no)
  • Pause Member if Unavailable
    • Autopause unavailable controls if queue member will be set to paused automatically if member’s device reports unavailable (Default set to no)

Periodic Announcements

  • Periodic Announcements – Played by File
    • Periodic announcements played by file
  • Periodic Announcements Frequency
    • Set how often to announce recording by time in seconds
  • Play Periodic Announcements in Random Order
    • Select YES or NO to set random order of announcements
  • Relative Periodic Announcements
    • If yes, periodic announcement frequency will be timed from end of announcement rather than the start of each announcement

Announce Hold Time and Position to Caller

  • Announce Queue Position Frequency
    • The amount of time in seconds to announce queue position and / or estimated hold time
  • Minimum Time Between the Start of Each Queue Position
    • The minimum amount of time between the start of each queue position and / or estimated hold time announcement
  • Announce Hold time
    • Select YES or NO to include hold time in position announcements
  • Announce Position
    • This will announce position to caller
  • Announce Position Limit
    • If you have specified "limit" or "more" for the announce-position option, then the following value is what is used to determine what announcement to play to waiting callers. If you have set the announce-position option to anything else, then this will have no bearing on queue operation
  • Announce to First User
    • If set to yes, it will play the announcement to the first user waiting in the queue. This may result in an announcement played when a member attempts to connect to the waiting caller, which may delay the time before an agent and user begin to communicate
  • Round Announce Frequency to
    • Announce by the seconds as well as the minutes
  • Record “Thank you for your Patience”
  • Record “You are first in line”
  • Record “There are”
  • Record “Calls Waiting”
  • Record “The current Est. Hold Time is”
  • Record “Minute”
  • Record “Minutes”
  • Record “Seconds”
  • Record “Hold time”

Announce Member

  • Announcement to Member when Caller is Connected
    • Announcement to play to member when the call is connected
  • Report User Hold Time to Member
    • Set this to yes if you wish to report caller’s hold time to member before they connect

Record Option

  • Monitor Format
    • Format to record queue calls
  • Monitor Type
    • Type of recording queue calls

Queue Empty Options and Busy In / User Handling

  • Join Empty
    • The "joinempty" option controls whether a caller may join a queue depending on several factors of member availability
  • Leave Empty
    • The "leavewhenempty" option controls whether a caller may remain in a queue he has already joined
  • Ring In Use Members
    • Select YES or NO if you want the queue to avoid sending calls to members whose devices are known to be unavailable
  • Connect Delay
    • If you wish to have a delay before the member is connected to the caller set the number of seconds to delay
  • Restart Timeout if Call was Rejected
    • If this is set to yes, the timeout for an agent to answer is reset if a busy or congestion is received

Environment Options

  • Set Interface Variables
    • If set to yes, just prior to the caller being bridged with a queue member
  • Set Queue Entry Variables
    • If set to yes, just prior to the caller being bridged with a queue member
  • Set Queue Variables
    • If set to yes, the following variable will be set ust prior to the caller being bridged with a queue member and just prior to the caller leaving the queue
  • Run Macro When Member Connected
    • If set, run this macro when connected to the queue member you can override this macro by setting the macro option on the queue application
  • Run Macro When Member Connected
    • If set, run this gosub when connected to the queue member you can override this gosub by setting the gosub option on the queue application

Queue Members

  • User
    • Select the user / extension number that will be included in this queue
  • Dynamic or Static
    • Select Dynamic if user will be able to login in and out of queue, or select Static if user will always remain in queue
  • Penalty
  • Login Name
  • Login PIN​

  • Click the Submit button to save configuration
Queues Module Screen