Queues are designed to receiving calls in a call center.
A queue is like a virtual waiting room, in which callers wait in line to talk with the available agent. Once the caller called in PBX and reached the queue, he/she will hear hold music and prompts, while the queue sends out the call to the logged-in and available agents. A number of configuration options on the queue help you to control how the incoming calls are routed to the agents and what callers hear and do while waiting in the line.
Yeastar Cloud PBX supports dynamic agents and static agents.
- Static Agent: A static agent always stays in a queue to receive incoming calls.
- Dynamic Agent: A dynamic agent can log in a queue or log out a queue at any time.
On the Queue configuration page, the unselected agents act as dynamic agents.
Log in/out a Queue
A dynamic agent can log in or log out a queue at any time.
Log in/out a Queue by Feature Code
- To log in a queue, dial [QUEUE_NUM]*.
For example, dynamic agent 1000 dials 6700* to log in the queue 6700.
- To log out a queue, dial [QUEUE_NUM]**.
For example, dynamic agent 1000 dials 6700** to log out the queue 6700.
- Dial *75[QUEUE_NUM] to log in a queue.
For example, dynamic agent dials *756700 to log in the queue 6700.
- Dial *75[QUEUE_NUM] again to log out a queue.
For example, dynamic agent dials *756700 again to log out the queue 6700.
Log in/out a Queue by BLF Key
A dynamic agent can set a BLF key on his/her IP phone to quickly log in or log out a queue.
For example, on the phone of a dynamic agent, set a BLF key to quickly log in or log out queue 6700.
The following instructions are based on the Htek UC912 v220.127.116.11.33.
- Log in the phone web interface, go to Function Keys > Line Key.
- Set a BLF key to log in or log out queue 6700.
- Type: Set to BLF.
- Value: The BLF key format is *75[QUEUE_NUM]. In this example, set to *756700.
- Account: Select the account that is registered to the extension number of the agent.
- Click SaveSet.
Now, the agent can press the BLF key to switch his/her status in the queue.
- When the prompt "agent logged out,goodbye." is played, the agent is logged out of the queue.
- When the prompt "agent logged in, goodbye." is played, the agent is logged in the queue.
References of basic queue settings and caller experience settings.
Basic Queue Settings
|Number||Use this number to dial into the queue, or transfer callers to this number to put them into the queue.|
|Name||Give this queue a brief name to help you identify it.|
|Password||You can require agents to enter a password before they can login to this queue.|
This option sets the Ringing Strategy for this Queue.
|Failover Destination||Set the failover destination.|
Select static agent of the queue. The static agents will always stay in the queue.
|Agent Timeout||The number of seconds an agent's phone can ring before we consider it a timeout. If you wish to customize, enter the value in the text box directly.|
|Ring In Use||If set to no, unchecked, the queue will avoid sending calls to members whose device are known to be “in use”.|
|Agent Announcement||Announcement played to the Agent prior to bridging in the caller.|
|Retry||The number of seconds to wait before trying all the phones again. If you wish to customize, enter the value in the text box directly.|
|Wrap-up Time||How many seconds after the completion of a call an Agent will have before the Queue can ring them with a new call .If you wish to customize, enter the value in the text box directly. Input 0 for no delay.|
Call Experience Settings
|Music On Hold||Select the “Music on Hold” playlist for this Queue.|
|Caller Max Wait Time||Select the maximum number of seconds a caller can wait in a queue before being pulled out. If you wish to customize, enter the value in the text box directly. Input 0 for unlimited.|
|Leave When Empty||If enabled, callers already on hold will be forced out of a queue when no agents available.|
|Join Empty||If enabled, callers can join a queue that has no agents.|
|Join Announcement||Announcement played to callers once prior to joining the queue.|
|Agent ID Announcement||Announcement played to the callers to prompt the agent ID. The agent is who will answer the call.
|Satisfaction Survey Prompt||When the agent hangs up, the system will play the prompt to ask the caller to rate their satisfaction scale.|
|Caller Position Announcements|
|Announce Position||Announce position of caller in the queue.|
|Announce Hold Time||Enabling this option causes PBX to announce the hold time to the caller periodically based on the frequency timer. Either yes or no; hold time will be announced after one minute.|
|Frequency||How often to announce queue position and estimated hold time.|
|Prompt||Select a prompt file to play periodically.|
|Frequency||How often to play the periodic announcements.|
|Key||Once the events settings are configured, the callers are able to press the key to enter the destination you set. Usually, a prompt should be set on Periodic Announcements to guide the callers to press the key.|