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 Clients have queues (see Features in Brand Configuration and Client Configuration).
Queue configuration¶
This are the settings related to a queue:
Basic configuration¶
- Name
- Use to reference this queue. Allowed characters: a-z, A-Z, 0-9, underscore and ‘-‘.
- Weight
- Prioritizes calls to an agent that attends calls in two (or more) queues. The higher, the more prioritized.
- Strategy
- How will the queue deliver the calls? Calling to all agents, calling to a random one?
- Display name
- This value will be displayed in the called terminals
Members configuration¶
- Member call seconds
- Defines how long will a call to an agent last.
- Member rest seconds
- Seconds between calls for an agent.
- Prevent missed calls
- When ‘Yes’, calls will never generate a missed call. When ‘No’, missed calls will be prevented only for RingAll queues if someone answers.
Announce¶
Select a locution and its frequency. Caller waiting in the call will listen to this locution.
- Periodic Announce Locution
- Locution periodically played to calls that are queued.
- Announce Position
- Announce queue position to waiting users when they enter the queue and after defined frequency.
Timeout configuration¶
Limits the time that a call can wait in a queue and the following behaviour.
- Max wait time
- If no queue member answers before this seconds, the timeout queue logic will be activated. Leave empty to disable.
Locution
- 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.)
Tip
When configuring a queue, you can prevent missed calls on called members with Prevent missed calls setting:
- Yes: calls generated by the queue will never generate missed calls on called members.
- No: The behaviour of this setting depends on the queue strategy:
- RingAll: calls generated by the queue will generate missed calls on called members only if none of them answers the call.
- Remaining types: calls generated by the queue will generate missed calls on every called member that does not answer the call.
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 attended calls. Members that have attended 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.
Warning
A given penalty will never the called until all users with lower priority are on call.
Error
Linear queues are special: a non-linear queue cannot be converted to linear.