Queues¶
Easy queue behaviour was included in IvozProvider in 1.3 version. It is a simple approach with the unique goal to provide the capability to handle more calls than users attending them.
Warning
Queues and callcenter are close terms but different. IvozProvider is not a suitable product for callcenters, as it does not provide advanced features that are crucial to them (reports, RT visualization, queue related stat, etc.).
In distributed installations using Queues is only compatible with an static assignment or ‘hash based’ distribution (see Distribute method here).
Hint
Brand operators can choose which Companies have queues (see Features in Brand Configuration and Company Configuration).
Queue configuration¶
This are the settings related to a queue:
- Name
- Use to reference this queue
- Weight
- Priorizes calls to an agent that attends calls in two (or more) calls. The higher, the more priorized.
- Strategy
- How will the queue deliver the calls? Calling to all agents, calling to a random one?
- Member call seconds
- Defines how long will a call to an agent last.
- Member rest seconds
- Seconds between calls for an agent.
- Announce
- Select a locution and its frequency. Caller waiting in the call will listen to this locution.
- Timeout configuration
- Limits the time that a call can wait in a queue and the following behaviour.
- Full Queue configuration
- Limits the amount of people waiting in a call and the behaviour when this limit it reached.
Apart from creating a queue, you have to assign users to it. This users will have a penalty: a user will not be selected to deliver a call if any user with lower penalty is available.
Hint
A call can be sent to a queue selecting it in the “Route type” selectors available in multiple sections of IvozProvider (extension to queue, DDI to queue, etc.)
Queue strategy¶
The queue strategy always applies to current penalty members starting with the smallest penalty value and only going to the next penalty if all members of current one are busy or unavailable.
- Ring all
- The call will make all the members of the current priority during a predefined time.
- Least recent
- The call will jump from one member to another in a predefined order based on the last time the member attended a call. Members whose latest call is older will be called first.
- Fewer calls
- The call will jump from one member to another in a predefined order based on the number of atteded calls. Members that have attedended less calls will be called first.
- Random
- The call will jump from one member to another in a random order, ringing during the configured time.
- Round Robin memory
- The call will jump from one member to another in a predefined order starting past the last member that attended a call.
- Linear
- The call will jump from one member to another in a predefined order based on the creation time of the member.