Queue

The Queue Call Delivery type provides functionality for network based call queuing.

To add a new destination, press the button to show the destination entry form.

You can enter a destination number into the Destination form field, or you can press the Phone Book button to select an entry from your Phone Book.

Fields and Functionality

• Max Connected Calls: Maximum number of simultaneously connected calls. In a call center environment, this would be the number of agents available to handle calls for the service.

• Max Queue Size: Maximum number of queued calls.

• Caller Experience: Configures the audio a caller will hear when attempting to connect to a destination. The two options are 'Ringing', where the caller simply hears ringing whilst the call to the destination is being attempted, or 'Queue Audio', where the caller will continue to hear the audio they heard when they were in the queue itself - i.e. Music On Hold, Apology Messages and/or Queue Position announcements.

• Music On Hold: Configures the music genre a caller will hear when is on hold.

• Dashboard Alarm: Number of seconds a call is in the queue before an alarm is shown on the real-time dashboard within the portal.

• Distribution Type: Configures the distribution mode. The available types are shown below:

  1. Round Robin: Starts at the first destination number, continues to the last, and then starts again from the first.

  2. Random: It randomly selects a destination number.

  3. Bounce: Starts at the first branch, continues to the last, back to the first branch in reverse order, and then starts again.

  4. Percentage: Distributed across the branches based on a percentage split.

• Destination Number: A valid telephone number or phone book entry.

• Percentage: This field is only visible when the Distribution type is Percentage.

• Add Number: Allows the addition of up to 10 destination numbers