The QuBe Users module creates administrators to login to the PBX
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
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