RingRx Queues are used to create powerful automated call distribution scenarios and work great for call centers of any size.
How Queues work
Queues are used to manage a large number of calls across a dynamic pool of agents such as in a call center. Queues can be combined with other features to create powerful call management scenarios or enable workflows
Call Routing
A queue has an extension like any other group, and can be dialed or have calls routed to in the same fashion as other entities in RingRx that have extension numbers assigned to it, like Users, Ring Groups, Auto Attendants, and Parking Lots.
- Calls enter a queue like any other extension
- If the queue is at its maximum callers, the call is sent to the max callers extension
- Otherwise the call is placed into the queue where is receives a queue call ID
- Calls waiting for an agent are placed into queue where they will hear Music-On-Hold while they wait for an agent
- Agents will be assigned calls from the queue based on the queue distribution algorithm and their availability
- Agents presently on a call (even not from the queue) will be considered unavailable
- Agents in hold-down state will be considered unavailable
- Agents in wrap-up state will be considered unavailable
- Agents offered a call that is not answered will be placed into “hold-down” state for a number of seconds since they have demonstrated they are unavailable
- Calls will be offered sequentially to each available agent until answered
- If we offer a call to all agents and none answer, the call remains in queue and the call will be re-offered when agent availability changes again until answered.
- If a call stays in queue until its age reaches the max call hold time it will be sent to the max hold time destination.
Queue Call Picking
In addition to calls being distributed to agents calls in a queue can be accessed by any user on the account
Queue Pickup: Any user may dial the queue extension followed by * and they will pick up the currently oldest call in the queue
Queue BLF Key: A queue BLF key also acts as a speed dial for the queue call pickup above
Specific call pickup: Any user may dial the queue extension followed by * and the queue call ID of a call in the queue to pick a call out of order. Note – Specific call pickup can be used to pluck important callers out of a low position on the queue
Monitor Whisper Barge
Queue managers have unique capabilities over agents in their queues. A queue manager may dial the queue extension + * + the agent extension or agent ID of any agent in their queue who is on a call and will be placed into a monitoring session on that call where they can listen in without either party knowing it.
While in monitor mode:
Press 1: to whisper to only the caller
Press 2: to whisper to only the agent
Press 3: to engage in a 3 way call
Press 0: to resume the passive monitoring session
Important: Managers may only engage in monitoring of calls through a queue, not outbound calls from an agent. Similarly, if a call is picked by an agent that call becomes ineligable to be monitored
Agents and Managers
Queues are populated with Agents who take calls and Managers who oversee the queue
Agents:
- Agents have statistics tracked
- Agents will be assigned calls from the queue
- Agents may login/logout of groups with that enabled
Managers:
- Managers may only be assigned to a group by an administrator
- Managers may executy Monitor/Whisper/Barge features against queues they are managers over
- Managers may view the queue dashboard for any queue they oversee
- Managers will receive alarms for any call that goes past max wait or max callers on any queue they oversee
Portal
Managers are able to view the Queue performance in real time in the User portal. The portal shows enrolled agents, their statistics for the day, call performance measures, and real time call queue activity.