Queues

RingRx Queues are used to create powerful automated call distribution scenatios

How Queues work

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

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

  1. 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

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

  3. 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

  4. 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

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

  6. 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.

  7. 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

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

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

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