Queue

Queues are used when you need to send a call to a group of phones.

Queues provide advanced call management and reporting features and should be used if you need to track

call statistics such as 'Wait Times', 'Abandonment Rate' and 'Average Call times.

Use Queue Name Variable

If set then the Queue name is set using the contents of the Route Variable specified in the Queue Name Variable field.

Queue Name Variable 

The name of a variable which contains the name of the Queue to send the call to.

If 'Use Queue Name Variable' is checked then the value is in this field is used as the name of a Route Variable. The contents of that route variable are used as the Queue name to place the call into.

You can create new Queues from the 'Queue' menu item under the 'Call Handling' menu.

Queue

The name of the Queue to send the call to.

If 'Use Queue Name Variable' is NOT checked then the value is in this field is used as the name of the Queue to place calls into.

You can create new Queues from the 'Queue' menu item under the 'Call Handling' menu.

Timeout

Controls how long the call should wait in the Queue before dropping out of the Queue and progressing to the

next Step.

You can use the Timeout to fail over to a secondary Queue or send the caller to a Voicemail box if the call

isn't answered in a reasonable amount of time.

Priority

As calls enter the queue they can be assigned a priority. The priority can be used when calls from different DIDs are sent to a shared queue. You may have a special phone no. (DID) that you only give to your premium customers.

Calls that come in via the premium DID can be assigned a higher priority (where 1 is the highest).

Calls with a higher priority will jump ahead in the queue.

Priorities can be set from 1 to 1000000, where 1 is the highest priority.

Record

If checked start a new recording leg when call answered in queue.

Queue Status

You can check the return status of the queued call by selecting the 'Variable Overloading' option and entering a 'Variable Base Name'.
If you set the value of the 'Variable Base Name' to 'SupportQueue' then the status will stored in a variable called 'SupportQueue.status'.

The available return codes are:

• ANSWERED - the call was answered
• TIMEOUT - the call wasn't answered because the timeout expired
• FULL - the call was rejected from the queue because the queue was full.
• JOINEMPTY - when the call attempted joined the queue there were no members in the queue so the call was rejected.
• LEAVEEMPTY - the last agent was removed form the queue before all calls we handled. The  remaining callers exit with this status.
• JOINUNAVAIL - same as JOINEMPTY, except that there were still queue members, but all were status unavailable
• LEAVEUNAVAIL - same as LEAVEEMPTY, except that there were still queue members, but all were status unavailable.