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Queues
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RingRx Queues are used to create powerful automated call distribution scenatios

.. contents::
   :local:

How Queues work
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Queues are used to manage a large number of calls across a dynamic pool of agents such as in a call center. 

Queues can be combined with other features to create powerful call management scenarios or enable workflows


Call Routing
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A queue has an extension like any other group, and can be dialed or routed to in the same fashion. 

#. Calls enter a queue like any other extension

   * If the queue is at its maximum callers, the call is sent to the max callers extension 
   * Otherwise the call is placed into the queue where is receives a queue call ID

#. Calls waiting for an agent are placed into queue where they will hear music while they wait for an agent

#. Agents will be assigned calls from the queue based on the queue distribution algorithm and their availability

   * Agents presently on a call (even not from the queue) will be considered unavailable
   * Agents in hold-down state will be considered unavailable
   * Agents in wrap-up state will be considered unavailable

#. Agents offered a call that is not answered will be placed into "hold-down" state for a number of seconds since they have demonstrated they are unavailable

#. Calls will be offered sequentially to each available agent until answred 

#. If we offer a call to all agents and none answer, the call remains in queue and the call will be re-offered when agent availability changes again until answered. 

#. If a call stays in queue until its age reaches the max call hold time it will be sent to the max hold time destination, 


Queue Call Picking
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In addition to calls being distributed to agents calls in a queue can be accessed by any user on the account


:Queue Pickup: Any user may dial the queue extension followed by * and they will pick up the currently oldest call in the queue

:Queue BLF Key: A queue BLF key also acts as a speed dial for the queue call pickup above

:Specific call pickup: Any user may dial the queue extension followed by * and the queue call ID of a call in the queue to pick a call out of order. 

.. note::

  Specific call pickup can be used to pluck important callers out of a low position on the queue


Monitor Whisper Barge
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Queue managers have unique capabilities over agents in their queues.

A queue manager may dial the queue extension + * + the agent extension or agent ID of any agent in their queue who is on a call and will be placed into a monitoring session on that call where they can listen in without either party knowing it.

While in monitor mode:

:Press 1: to whisper to only the caller
:Press 2: to whisper to only the agent
:Press 3: to engage in a 3 way call
:Press 0: to resume the passive monitoring session

.. important::

  Managers may only engage in monitoring of calls through a queue, not outbound calls from an agent. Similarly, if a call is picked by an agent that call becomes ineligable to be monitored



Agents and Managers
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Queues are populated with Agents who take calls and managers who oversee the queue


:Agents: 

	* Agents have statistics tracked
	* Agents will be assigned calls from the queue
	* Agents may login/logout of groups with that enabled


:Managers: 

	* Managers may only be assigned to a group by an administrator
	* Managers may executy Monitor/Whisper/Barge features against queues they are managers over
	* Managers may view the queue dashboard for any queue they oversee
	* Managers will receive alarms for any call that goes past max wait or max callers on any queue they oversee