⚙️ Queue Preferences
This topic describes the queue preference settings, including distinctive ring tones, queue capacity, queue callbacks, service level agreement, announcement, and assessment.
Distinctive Ring Tone
| Setting | Description |
|---|---|
| Queue Alert Info | Set a text alert to allow PBX to identify an INVITE request for queue calls. |
| Alert-Info | Configure an alert message for queue calls. |
Queue Capacity
| Setting | Description |
|---|---|
| Maximum Callers in Queue | The maximum number of callers that can wait in the queue before the call is routed elsewhere. |
| Empty Call Actions | Define the behavior of leaving callers on queue when no agents are available. |
| Enable Acceleration Weight | Dynamically adjust queue weight according to the priority. |
| Disallow Transfer When Empty | Prevent calls from being transferred to an empty queue. |
| Accelerate Call Routing | Enable this to fast-track calls to preferred agents based on defined acceleration weight. |
| Distributed Call Routing Optimization | Turn on this to enable optimized call distribution in extensive queues. |
Callback
| Setting | Description |
|---|---|
| Request Callback | Define whether a caller can request a callback when the queue is busy. |
| Callback Opt-in | Option for callers to opt-in for a callback. |
| Callback Outbound Prefix | Define if callback calls should have a specific outbound prefix for identification. |
| Custom Callback Timeout | Use this option to set a custom timeout on callback requests. |
Priority Queueing
| Setting | Description |
|---|---|
| Weighted Queues | Specify the initial weight in queue priorities. |
| Dynamic Queue Position Adjustments | Adjust callers' positions dynamically in the queue based on predefined conditions. |
Service Level Agreement (SLA)
| Setting | Description |
|---|---|
| SLA Targets | The maximum time set for attending a call. Monitored against alarm to ensure prompt responses. |
| Evaluation Interval | The time frame set as SLA to measure adherence to SLAs. |
| SL Threshold | Set the threshold for comparison against the SLA for assessing service adherence. |
Satisfaction Survey
| Setting | Description |
|---|---|
| Satisfaction Score Routing | Route the caller based on feedback score to specific agents or teams for better handling. |
| End Prompt | End calls post completing satisfaction score entry. |
Key Press Event
| Setting | Description |
|---|---|
| Key | The caller can press the key to enter the specific destination when waiting in queue. |
| Key Destination | Define the destination to navigate callers efficiently with various customizable routing. |