Aastra 6757i User Manual page 28

QUEUE
A queue is similar to a ring group. However, whereas a Ring Group will route a call elsewhere if its member extensions are busy, a queue will keep callers on hold until the next available
extension is ready. Queues are found under Applications - Queues. To create a queue, refer to the screenshots on the previous page. Descriptions on this page.
● Queue Number - Use this number to dial into the queue, or transfer callers to this number to put
them into the queue. Agents will dial this queue number plus * to log onto the queue, and this
queue number plus ** to log out of the queue. For example, if the queue number is 123: 123* = log
in 123** = log out.
● Queue Name - Give this queue a brief name to help you identify it.
● Queue Password - You can require agents to enter a password before they can log in to this
queue. This setting is optional. The password is only used when logging in with the legacy
queueno* code. When using the toggle codes, you must use the Restrict Dynamic Agents option in
conjunction with the Dynamic Members list to control access.
● Call Confirm - If checked, any queue member that is actually an outside telephone number, or any
extensions Follow-Me or call forwarding that are pursued and leave the PBX will be forced into Call
Confirmation mode where the member must acknowledge the call before it is answered and
delivered.
● Call Confirm Announce - Announcement played to the Queue Member announcing the Queue call
and requesting confirmation prior to answering. If set to default, the standard call confirmation
default message will be played unless the member is reached through a Follow-Me and there is an
alternate message provided in the Follow-Me. This message will override any other message
specified. To add additional recordings please use the "System Recordings" MENU.
● CID Name Prefix - You can optionally prefix the CallerID name of callers to the queue. ie: If you
prefix with "Sales:", a call from John Doe would display as "Sales:John Doe" on the extensions that
ring.
● Wait Time Prefix - When set to Yes, the CID Name will be prefixed with the total wait time in the
queue so the answering agent is aware how long they have waited. It will be rounded to the nearest
minute, in the form of Mnn: where nn is the number of minutes. If the call is subsequently
transferred, the wait time will reflect the time since it first entered the queue or reset if the call is
transferred to another queue with this feature set.
● Static Agents - Static agents are extensions that are assumed to always be on the queue. Static
agents do not need to 'log in' to the queue, and cannot 'log out' of the queue. List extensions to
ring, one per line. You can include an extension on a remote system, or an external number.
● Extension Quick Pick - Choose an extension to append to the end of the static agents list above.
● Dynamic Members - Dynamic Members are extensions or callback numbers that can log in and
out of the queue. When a member logs in to a queue, their penalty in the queue will be as specified
here. Extensions included here will NOT automatically be logged in to the queue.
● Restrict Dynamic Agents - Restrict dynamic queue member logins to only those listed in the
Dynamic Members list above. When set to Yes, members not listed will be DENIED ACCESS to the
queue.
● Agent Restrictions - When set to 'Call as Dialed' the queue will call an extension just as if the
queue were another user. Any Follow-Me or Call Forward states active on the extension will result
in the queue call following these call paths. This behavior has been the standard queue behavior on
past FreePBX versions. When set to 'No Follow-Me or Call Forward', all agents that are extensions
on the system will be limited to ringing their extensions only. Follow-Me and Call Forward settings
will be ignored. Any other agent will be called as dialed. This behavior is similar to how extensions
are dialed in ringgroups. When set to 'Extensions Only' the queue will dial Extensions as described
for 'No Follow-Me or Call Forward'. Any other number entered for an agent that is NOT a valid
extension will be ignored. No error checking is provided when entering a static agent or when
logging on as a dynamic agent, the call will simply be blocked when the queue tries to call it.
● Ring Strategy -
○ Ringall: ring all available agents until one answers
○ Leastrecent: ring agent which was least recently called by this queue
○ Fewest Calls: ring the agent with fewest completed calls from this queue
○ Random: ring random agent
○ RRMemory: round robin with memory, remember where we left off last ring pass
○ RROrdered: same as rrmemory, except the queue member order from config file is
preserved
○ Linear: rings agents in the order specified, for dynamic agents in the order they logged
in
○ Wrandom: random using the member's penalty as a weighting factor, see asterisk
documentation for specifics
● Autofill - if this is checked, and multiple agents are available, Asterisk will send one call to each
waiting agent (depending on the ring strategy). Otherwise, it will hold all calls while it tries to find an
agent for the top call in the queue making other calls wait.