Digium, Inc.
Page 74
Chapter 3: Telephone System Configuration
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Fewest Calls - The agent who has handled the fewest calls receives
the next incoming call.
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Random - Goes by the luck of the draw; any agent can receive the
next incoming call.
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RrMemory - This option is Round Robin with Memory. It’s similar
to Round Robin, but smarter — it remembers over the course of
days, weeks, or years which agent received the last call so that it can
commence with the next agent in sequence when calls begin again.
4.
The Agents box lists all Users that are designated as an agent that can
receive calls as part of a call queue. All users listed have the Is Agent
checkbox selected on their user profile. Many Users may be listed as
potential agents, but some may be assigned to a sales queue and some
for a service queue. This box lists all agents and enables you to choose
which users you assign to the queue.
You have now filled in the basic information necessary to create a call
queue. There are additional queue options available to control the timing
and managing of the calls, as well as the agents. You may not want to
work with these finer points of call queuing until after your call queue has
been working for a while, and you have an idea of call volume and the
turnover of calls by each agent.
Music on Hold - Select the music on hold class to associate with this
call queue. Music on hold can be managed on the Music on Hold
page.
Join Empty - This option allows callers to enter a queue even if no
agents are logged into it. There are three options available:
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Yes - Callers can join a queue with no agents or only unavailable
agents.
