Queue Setup

Queue name

Provide a descriptive name for the queue.

Queue size

The maximum number of callers waiting to talk to an operator. If you do not want to limit the queue size, select the Unlimited option.

Choose the methods of assigning calls to queue operators.

After ringing all operators according to the queue's call distribution algorithm, the application waits for <x> seconds before restarting the process. Between: 3 to 900 seconds. Default: 20 seconds.

This parameter, useful for queue statistics, defines the percentage of answered calls from the total numbered of received calls within the SLA specified in this text box. Between: 3 to 9,999. Default: empty.

Allows all the calls taken by the queue operators to be recorded. Enabling the call recording will allow you to manage the extension's recordings sharing by editing its Roles and phone numbers.

The <x> value is the maximum time interval during which an operator extension will ring. Default: 20 seconds.

The <x> value specifies the minimum operator break between calls. Default: 120 seconds.

When an operator answers a call, the application will wait for <x> seconds before connecting the caller to the operator. Between: 0 to 60 seconds. Default: 0 seconds.

Restart timer if agent does not answer

When enabled, the Maintain a minimum of <x> seconds between calls timer is reset every time the agent does not answer.

This option lets you announce callers about their position in the queue, i.e. first, second, etc in line.

From the drop-down list, you can select this announcement to be made Periodically, Once, or Never. Never is the default option.

If you set this announcement to be made Periodically, you will gain access to the Make hold-related announcements every <x> seconds field. That's where you can set the announcement to be repeated within a specific time interval.

This option lets you announce callers how long they have been waiting for their call to be picked up.

From the drop-down list, you can select this announcement to be made Periodically, Once, or Never. Never is the default option.

If you set this announcement to be made Periodically, you will gain access to the Make hold-related announcements every <x> seconds field. That's where you can set the announcement to be repeated within a specific time interval.

This option lets you announce the callers the approximate amount of time they need to wait for their call to be picked up.

From the drop-down list, you can select this announcement to be made Periodically, Once, or Never. Never is the default option.

If you set this announcement to be made Periodically or Once, you need to specify the estimated waiting time by filling the "between <x> and <y> seconds" field. The default value is "between 30 and 900 seconds." This means that the announcement will be made if the estimated amount of time the callers need to wait is set between the limits you have defined.

Also, if you set this announcement to be made Periodically, you will gain access to the Make hold-related announcements every <x> seconds field. That's where you can set the announcement to be repeated within a specific time interval.

This field becomes enabled if at least one of the Announce hold position in queue, Announce current waiting time or Announce estimated waiting time is set to Periodically.

This option lets you set a time-frame within which such announcements will be made. The default value is 30 seconds.

Exit queue when 0 is pressed

Allows a repeat caller to connect with the last agent they talked within a given interval of time.
Selecting the checkbox enables the feature and lets you specify the period of time it should remember the repeat caller.
Values between 1 and 300. Default: 72.
Please note that this option works only if the last call lasted at least 5 seconds.  

This folder contains the sound files that will be played in order when the caller is on hold or when the extension waits for an operation to be performed.
Click the icon to view the available folders. A pop-up window that allows you to select the desired default music on hold folder will be displayed. You can read more about the Music on Hold Manager in the Appendix.

This is disabled if the Announce Position every <y> seconds option is also disabled.

The sound played to the caller waiting in the queue for their call to be answered by an agent.
It stands for the approximate amount of time left until the phone call will be picked up.

'You are now first in line' sound

The sound played to the caller that is in the second position in the queue.

'Thank you for your patience' sound

The sound played to the caller that is first in the queue.

'Calls waiting' sound

The sound played to describe how many calls are waiting in the queue.

'Hold time' sound

'All reps busy/wait for next' sound

The sound played to announce the caller that, for the moment, all agents are busy and that they must wait for a certain period until their call will be answered.

'Seconds' sound

The sound file that corresponds to the word 'seconds'.

'Minutes' sound

The sound file that corresponds to the word 'minutes'.

If a caller has been waiting in queue for <x> seconds, transfer call to extension <extension>

This feature allows the caller to be transferred to another extension after waiting in the queue for a certain number of seconds. Select the check box to fill in the two text boxes:

• <x> - This refers to the maximum waiting interval. If exceeded, the call will be automatically transferred to the specified extension. Default: 600 seconds.
• <extension> - The extension which belongs to the same client account the call will be transferred to.

Allow calls to enter queue when <agents_status>

When an incoming call is received, VoipNow will allow it to enter the queue depending on the agents' availability set here:

• In absolutely all cases: VoipNow will allow calls to enter the queue if there is at least one agent defined for it, no matter if it is logged in or not. Calls will be accepted regardless of the agent(s) status. This is the most unrestrictive option available.
• At least one agent is logged in and available: VoipNow will only allow calls to enter the queue if at least one of the agents assigned to this queue is logged in and active (not on pause or on a call). This is the default option.
• At least one agent is logged in, but maybe paused or unavailable: VoipNow will accept calls when at least one of the agents assigned to this queue is logged in, regardless if it is on pause or not.

If the condition for allowing calls to enter the queue cannot be matched, instead of hanging up, you can choose to transfer them to another extension.
You need to enable this option in order to define the extension number.

e.g. If you decided to Allow calls to enter queue when 'There are agents on queue, even logged out', but there are no agents assigned to this queue, you can enable this option and allow calls to be transferred to another extension on the same client account. That way incoming calls will not be dropped.

Drop existing calls from queue when <situation>

VoipNow allows you to choose the time for calls already in the queue to be dropped:

• Never: Existing calls will not be dropped, no matter the agents' status. This will allow the caller to remain in the queue after all the agents log out or enter into pause. The default value.
• All agents are paused or unavailable: Existing calls will be dropped from the queue when all assigned agents log out or enter pause.
• All agents log out: Existing calls will be dropped from the queue only when all assigned agents log out and there is nobody left to pick them up.

The options described below allow you to customize the CallerID name that will be displayed on the callee's screen when the extension is calling public destinations.

• Set by server: If it supports the CallerID function, the callee's phone terminal will display the extension owner's Contact name.
• Set by equipment: If it supports the CallerID function, the callee's phone terminal will display the caller's name as set up from the phone terminal device.
• Set by user: If it supports the CallerID function, the value defined here will be displayed by the callee's phone terminal; by default, the text box contains the extension's Contact name, but you can set the CallerID name to a custom alphanumeric value.

The options described below allow you to customize the CallerID number that will be displayed on the callee's screen when the extension is calling public destinations.

• Set by server: If it supports the CallerID function, the callee's phone terminal will display the extension's public phone number.
• Set by equipment: If it supports the CallerID function, the callee's phone terminal will display the phone number of that particular phone terminal device.
• Set by user: If it supports the CallerID function, the value defined here will be displayed by the callee's phone terminal; by default, the text box contains the extension's phone number, but you to set the CallerID number to a custom numeric value with three or moral digits;

The numbers available are the ones defined for the channel(s) (resource) used for routing the calls to public destinations.

• The custom text box displays the CallerID number(s) currently in use; the default number is displayed using bold characters;
• To add a CallerID number, click the Change link and a pop-up window will be displayed allowing you to manage the CallerIDs;
• In order to be displayed in this list, the public phone number(s) defined for the channels (resources) used for routing the calls to public destinations must be assigned to the client owning this extension.
• It is possible to assign CallerIDs associated with DIDs that are on the client pool, but that have not been assigned to any extension.

Please note that a CallerID can be set as default even if it has not been assigned to the extension's DID pool.

To associate a CallerID with the extension, you need to select the corresponding checkbox and click the Assign CallerIDs link. To disassociate a CallerID, you need to select the corresponding checkbox and click the Remove selected link.

Do not send CallerID on public calls

Applies if you do not want your CallerID to be sent to public destinations. If the callee's phone terminal supports the CallerID function, it will display the Anonymous string.

Send public CallerID on internal calls

Applies if you want the public CallerID (when available) to be used for local and extended local calls as well. It allows the association between the CallerID of the Phone terminal user and an existing card code defined for the same CallerID.

Preserve original CallerID on transferred calls

Send SIP P-Asserted-Identity and P-Preferred-Identity headers

Allows the headers to be added to all outgoing INVITE requests sent from this extension. 

The SIP P-Asserted-Identity header contains the caller ID number of the extension, e.g. P-Asserted-Identity:sip:0003*003@localhost.localdomain.

The P-Preferred-Identity header is sometimes used to indicate an additional identity of preference when there is a choice. 

These headers are preserved only on outgoing external calls, e.g. P-Preferred-Identity: "John White" <sip:johnny@somedomain.org>.