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| Option | Details | ||
|---|---|---|---|
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. | ||
| Call distribution algorithm | | Expand | | title |
| Method | Description | ||
| Ring All | The queue distributes the call to agents taking into consideration their penalty level. So when the call is received, VoipNow first applies the distribution algorithm to the set of agents with Penalty = 1. | ||
| Least Recently Called | The call is transferred to the operator with the longest waiting time interval from the previous call. | ||
| Fewest Calls | The call is transferred to the operator who has answered the fewest calls. This method does not take into account the actual agent workloads; it ignores the time the agents spent on each call. Example: | ||
| Random with Member Penalty | The call is transferred to a randomly selected operator chosen from those with the smallest penalty level. If none is available, the algorithm will select an agent from those with the next penalty level and so on. Example: | ||
| Random | The call is transferred to a random agent, taking into consideration the agent's penalty level when computing the Random algorithm. This way, an agent with penalty 0 will have a metric somewhere between 0 and 1,000, an agent with penalty 1 will have a metric between 0 and 2,000, an agent with penalty 2 will have a metric between 0 and 3,000 and so on.The difference between this strategy and the Random with member penalty algorithm is that the calls are not distributed based on penalty levels. | ||
| Round Robin with Memory | This method sequentially searches for available agents and uses the order of the agents list. Each time it tries to assign a call, it remembers the position of the agent that answered the call, answered. Next time a waiting call arrives, the search begins with the agent in position answered+1. Example: | Ring Members in the Adding Order | |
| Wait for <x> seconds before retrying all agents again | 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. | ||
| Service level agreement | 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. For instance, if you set up SLA to 10 seconds and 20 calls are answered in less than 10 seconds, then SLA = 100%. If only 10 calls were answered in less than 10 seconds and the other 10 in more, then SLA = 50%. | ||
| Record all queue conversations | 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. | ||
| Call recording storage space | If call recording option is enabled, you can limit the storage space for recordings. If you don't want to limit the space, select the Unlimited checkbox. |
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