Queue
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Provides functionality for network based .
Branch
Mandatory
Description
Queue Timeout
No
Taken when a caller has been in the queue longer than the configured Queue Timeout value. This is only valid when the Mode is configured as Round Robin, Random, Bounce and Percentage.This branch will not be taken when the configured Distribution Mode is First Last Exit. Instead the Mode Exit branch will be taken if there is no reply from the last configured destination number.
Ring no Reply Timeout
No
Taken only when there is a single destination number configured.
Max Queue Size Reached
No
Taken when the number of callers in the queue reached the configured Max Queue Size value.
Queue Dropout
No
Taken when a caller in the queue presses the # key
Mode Exit
No
Taken only when the Distribution Mode is configured as First Last Exit.
Destinations: Destination numbers settings.
Distribution Mode: Determines how to distribute calls to the destination numbers configured in the dynamic properties. Round Robin – Starts at the first destination, continues to the last, and then starts again from the first. Random – Randomly selects a destination. Bounce – Starts at the first destination, continues to the last, back to the first in reverse order, and then starts again. Percentage – Distributed across the destination numbers based on a percentage split. FirstLastExit – Starts at the first destination, continues to the last, then the Mode Exit branch is taken. When the Mode Exit branch is not configured the caller will hear the “Sorry there is no reply” message and will be disconnected. The Queue Timeout has no effect when in this mode.
Queue Settings: Queue Settings.
Description: Configures the description of the Queue.
Queue Timeout: Number of seconds a caller is in the queue before the Queue Timeout branch is taken. When the Queue Timeout branch is not configured the caller will hear the “Sorry there is no reply” message. The Queue Timeout has no effect when the configured Mode is First Last Exit. (Values between 0 and 10800. 0 = Unlimited.)
RNR Timeout: Number of seconds a destination number will ring before the RNR Timeout branch is taken. When the RNR Timeout branch is not configured the caller will hear the “Sorry there is no reply” message. When two or more destination numbers are configured the RNR Timeout branch will not be taken. The destination number will ring for the configured number of seconds before a call is made to the next configured destination number determined by the configured Distribution Mode. (Values between 1 and 300)
Queue Behavior: Configures the experience a caller in the queue will hear when attempting to connect to a destination. (Values Ringing, Queue Audio)
Queue Dropout: Enables or disables the Queue dropout. The caller can press # Key whilst in the queue to take the Queue Dropout branch. If the Queue Dropout branch is not configured the caller will hear the “Sorry there is no reply” message.
Music On Hold: Configures the genre of the music the caller will hear whilst in the queue
Scope: Configures the Distribution Mode. Call – Mode evaluation is isolated to the number of passes through the node for the current call. Global – Mode evaluation is based on the number of passes through the node for all calls to the service.
Audio Settings: Audio Settings.
Enable: Enable or disable the audio settings
Apology Interval: Configures the number of seconds between each apology message. (Values between 10 and 300)
Apology Mode: Configures the way the apology audio will play to the caller. The options are:
Cycle No Apology Audio until Apology Interval elapsed. Cycles from First to Last Apology Audio as many times as required with the Apology Interval between each audio.
Repeat No Apology Audio until Apology Interval elapsed. Plays the first Apology Audio which is configured with the Apology Interval between and then repeats the same Apology Audio as many times as required with the Apology Interval between each audio.
Position Announces Queue Position immediately. Waits for Apology Interval to elapse then announces Queue Position as many times as required with the Apology Interval between.
Cycle and Position Announces Queue Position immediately. Waits for Apology Interval to elapse, then Apology Audio (Cycles from First to Last), then announces Queue Position as many times as required with the Apology Interval between.
Repeat and Position Announces Queue Position immediately. Waits for Apology Interval to elapse, Plays the first Apology Audio which is configured, then announces Queue Position, then repeats the same Apology Audio as many times as required with the Apology Interval between each audio.
Intro Audio: Configures the intro audio. The platform will not attempt to deliver the call until this audio has been played fully to the caller.
Welcome Audio: Configures the welcome audio. This audio is played when the caller first enters the queue due to the destination(s) being busy. It is interrupted if a destination becomes available whilst it is being played.
Apology Audio 1: Configures the apology audio 1.
Apology Audio 2: Configures the apology audio 2.
Apology Audio 3: Configures the apology audio 3.
Apology Audio 4: Configures the apology audio 4.
Apology Audio 5: Configures the apology audio 5.
Apology Audio 6: Configures the apology audio 6.
Apology Audio 7: Configures the apology audio 7.
Apology Audio 8: Configures the apology audio 8.
Next To Connect Audio: Configures the next to connect audio.
Queue Full Audio: Configures the queue full audio.
Override CLI: Replaces the presentation CLI with the inbound service number.
Enable: Enable or disable the override CLI functionality
Presentation CLI: Optionally configure a custom presentation CLI. Only available if your account has been granted permission to use this option.
Restrict CLI: Hide the presentation CLI.
Enable: Enable or disable the Restrict CLI functionality
Enable: Enables or disabled Mid Call Divert.
Permitted Destinations: A list of possible permitted destinations to choose from.
Record Call: Record full duplex the connected call.
Record: Specifies the percentage of call that should be recorded.
Enable Mute: Enable or disable the muting of recording. Key 0 + 0 to mute recording. Any key to un-mute.
Capacity Override: Enable or disable the call to connect if the platform could not record the call.
Audio File Format: Configures the audio format for the call recording. (MP3, WAV, WMA)
Delivery Method: Configures the way the call recording files are delivered. Contact your service provider if FTP is required.
Call Recording ID Storage: Allows the unique identifier for the call recording file to be stored in a custom service variable which can then be used elsewhere in the service configuration e.g. in the Custom CDR node to retrieve the unique call recording identifier in Real Time CDR’s. This property is not mandatory and can be left blank.
Email Address: Configures a list of up to 10 email addresses to deliver the call recordings.
Email Settings: Override default email system settings.
Enable: Enables or disables the custom email settings.
From Email Address: Sender email address.
From Name: The name of the sender.
Reply To Address: The reply email address.
Subject: The email subject.
Body: The email body.
Include Calling Number: Includes the caller's CLI within the email body.
Include Called Number: Includes the inbound service number within the email body.
Include Call Time: Includes the call start time within the email body.
Content Type: Allows you to choose whether to send the email as Plain Text or HTML - if HTML you can view your HTML as a web page by clicking on the 'View' button. If you choose HTML then the 'Include' options above are ignored.
Transmit DTMF: Allows a DTMF sequence to be transmitted to the B-party when an answer signal has been received
Enable: Enables the functionality.
DTMF Sequence To Transmit: The DTMF sequence digits which are transmitted to the B-party.
Sequence Terminator: The DTMF key to be added to the end of the transmitted DTMF sequence.
Pre Sequence Transmit Delay: The delay in seconds after the answer signal has been received before the DTMF is transmitted.
Post Sequence Connection Delay: The delay in seconds before the platform joins the A & B-parties after the DTMF sequence has been transmitted.
Mid Call Breakout: Allows the DTMF controlling to enter key sequence 23 if enabled and then to break out and navigate through the Mid Call node sequence whilst the other party is on hold listening to audio, they are reconnected after the node sequence completes. Or to key sequence 24 to send the other party through that sequence.
Enable: Enables the functionality.
Caller On Hold Experience: The type of on hold audio which is played to the party who is put on hold.
Parties On Hold: Allows the DTMF Controlling party to enter key sequence 29 if enabled and then it breaks the audio path and plays whatever have been defined in the on hold experience until the # key is pressed and then they are re-joined.
Enable: Enables the functionality.
Caller On Hold Experience: The type of on hold audio which is played to both parties whilst on hold.
Private SIP Trunk: Allows the configuration of a SIP Trunk to use for the outbound call.
Enable Private SIP: Enables the functionality.
SIP Trunk Name: Allows you to select from the available SIP Trunks that have been allocated to your account by a parent account.
Destinations: Configures the destinations consisting of valid destination numbers or entries.
Alarm Duration: Depreciated - This can be configured in the tile settings.
Mid Call Divert: Allows a called party (B-Party) to invoke an outdial to a 3rd party (see ).
Mode: Call Recording Mode (see )
Call Whisper: Network call whisper (see ).