Call Queue

When a new incoming call arrives, it is assigned a position in the queue. The callers hear announcements about the number of callers ahead of them in the queue and the estimated waiting time. After that, the specified “music on hold” is played, and every 5 minutes (the number of minutes can be changed via the Announcements interval, minutes option) the callers are updated about their current positions in the queue and the estimated wait time.

 

Estimated wait time is calculated as follows: (Average handle time)*(Number of callers ahead)/(Number of operators).

 

If an agent doesn’t answer a call, that call isn’t placed back in the queue. Nor is it forwarded to a voicemail/follow-me numbers defined for agents. PortaSIP continues to try and connect the first call in the queue until it is either answered by an available agent or dropped by the caller.

 

 

Every call queue contains several configuration parameters:

 

Field Description

Hunt Group name

When creating a new call queue, a customer must select a hunt group. The arriving to this queue call is then transferred to the corresponding hunt group.  You cannot change the hunt group for the existing call queue.

 NOTE: Empty huntgroups are not listed. Add at least one extension to the hunt group first. 

Hunt Group number

The number that end users dial to access the hunt group. This is a read-only value that appears automatically after you have selected a hunt group.

Dispatch calls to busy extensions

When this checkbox is selected, the calls from the call queue are directed to agents even when they are already on the phone. See the Call queue chapter for more details.

 NOTE: This option is enabled by default for all call queues configured prior to MR103 (for backward compatibility).

DTMF to confirm queue exit

The DTMF code that callers should dial to exit the call queue and take a specific action, e.g., leave a voicemail (the action depends on the Take actions field). The default code is “0”.

Timeout for caller input, seconds

This defines the time period when callers can dial the DTMF code. The default period is 9 seconds after the announcement that suggests taking a specific action (the action is defined in the Take action fields).

Announcements interval, minutes

This defines how often callers hear announcements about the number of callers ahead of them in the queue and the estimated wait time until someone attends to them. The default value is 5 minutes.

Placing into queue

Maximum calls to set on hold

This shows the maximum number of calls that can be placed on hold within this queue.

Upon reaching this limit

  • play prompt file – you can upload a file with a custom announcement so that it will be played (instead of the default announcement) for users when their call can’t be placed in the call queue because the maximum number of incoming calls has already been reached. The default value for the maximum file size is 3 MB.

    You can change the maximum file size globally within the SelfCare.MaxUploadSize option on the Configuration server. The maximum value you can set for this option is 10 MB.

  • wait for user confirmation – when this checkbox is selected, callers have to dial the DTMF code, e.g., “0” to take action (the code is specified within the DTMF to confirm queue exit option). By default, this option is disabled and the action (defined in the Take action field) will be taken automatically.
  • take action – select the action taken automatically or upon confirmation when the maximum number of incoming calls is reached (for example, if the maximum number of calls set on hold is 100, and there is the 101st call).
    • Disconnect
    • Redirect to extension
    • Redirect to extension’s voicemail
    • Redirect to another call queue
    • Return to Auto Attendant menu

Waiting in queue

Announce the number of callers ahead of them in the queue

When this check box is selected, callers hear an announcement stating the number of callers ahead of them in the queue.

Announce estimated wait time

When this check box is selected, callers will hear an announcement about the estimated wait time.

Average handle time, minutes

This is the expected average processing time for each call in minutes. This value is used for calculating the estimated wait time that is then announced to the callers.

Play music on hold file

Enable this option to record or upload an audio file to be played.

Music on hold file

This is a melody (or announcement) that is played for users waiting to be connected. The default value for the maximum file size is 3 MB.

 

You can change the default value for the whole system within the SelfCare.MaxUploadSize option on the Configuration server. The maximum file size is 10 MB.

Maximum waiting time, minutes

This is the time limit for the callers to wait in the call queue before they hear the announcement suggesting them to take a specific action, e.g., “Redirect to voicemail”.

When this time passes

  • play prompt file – you can upload a file with a custom announcement so that it will be played (instead of the default announcement) for callers waiting in the call queue. The default value for the maximum file size is 3 MB.

    You can change the maximum file size globally within the SelfCare.MaxUploadSize option on the Configuration server. The maximum value you can set for this option is 10 MB.

  • wait for user confirmation – when this checkbox is selected, callers have to dial the DTMF code, e.g., “0” to take action (the code is specified within the DTMF to confirm queue exit option). By default, this option is disabled and the action (defined in the Take action field) will be taken automatically.
  • take action – this defines the action taken automatically or upon confirmation when the waiting time limit is reached.
    • None – it means that the call remains in the queue until it is either connected to an available agent or dropped by the caller.
    • Redirect to extension
    • Redirect to extension’s voicemail
    • Redirect to another call queue
    • Return to Auto Attendant menu

Ringing operators

Maximum ringing time, seconds

This defines the maximum period that the first caller in the queue (that is being connected with a specific agent) can wait until the agent picks the call up.

When this time passes

  • play prompt file – you can upload a file with a custom announcement so that it will be played (instead of the default announcement) for callers waiting to be connected with an agent. The default value for the maximum file size is 3 MB.

    You can change the maximum file size globally within the SelfCare.MaxUploadSize option on the Configuration server. The maximum value you can set for this option is 10 MB.

  • wait for user confirmation – when this checkbox is selected, callers have to dial the DTMF code, e.g., “0” to take action (the code is specified within the DTMF to confirm queue exit option). By default, this option is disabled and the action (defined in the Take action field) will be taken automatically.
  • take action – this defines the action taken automatically or upon confirmation when the ringing time limit is reached.
    • None – it means that PortaSIP periodically continues to try and connect that first call in the queue until it is either answered by an available agent or dropped by the caller.
    • Redirect to extension
    • Redirect to extension’s voicemail
    • Redirect to another call queue
    • Return to Auto Attendant menu