PBXware Queue system allows you to receive more calls in your PBXware than your staff members are able to answer at the same time.

They will enable you to deal with your calls more efficiently and your customers will be held in a queue, listening music on hold and receiving information messages about aproximate wait time and/or their position in queue depending on the settings you choose to apply to your PBXware queue environment.

Queues consist of:

• Incoming calls being placed in the queue
• Members that answer the queue (extensions or users that login as agents)
• A strategy for how to handle the queue and divide calls between members
• Music played while waiting in the queue
• Announcements for members and callers

PBXware Queue members types:

• Agents are staff members that answer incoming call(s) that have been placed into a specific Queue. An agent logs in indicating that s/he is now ready to take calls. PBXware transfers an inbound call to a queue, which is then distributed to an available agent in order defined by the queue ring strategy.
• SIP Members are extensions that are active while answering the Queue calls.

NOTE: Mobile applications and queue calls (5.3 update)

If there is a mobile application registered on an extension in the queue, when a call is received from the queue mobile applications will not be woken up via the push service.

Queues

This screen lists all system queues with the following details:

• Name

Queue name

(ex. Patience)

(Display)

• Number

Queue network number

(ex. 1001)

(Display)

• Strategy

Ring Strategy

• Agents

Number of Agents

• Edits the queue configuration

(ex. Click to edit queue configuration)

(Button)

• Deletes a queue from the system

(ex. Click to delete a queue from the system)

(Button)

Search

By selecting 'Search' Command, search menu will be displayed. Searches can be done by Name and Number

• Search

Search phrase

(ex. Provide a search phrase here and hit enter to filter the records)

([a-z][0-9])

• Name

Should the search filter be applied to the queue names

(ex. Check the box to search queue names)

(Check box)

• Number

Should the search filter be applied to queue numbers

(ex. Check the box to search queue numbers)

(Check box)

Add/Edit Queue

Clicking on 'Add/Edit' Queue will open standard options shown below

General

• Queue Name:

Unique queue network name/identifier

(ex. Provide a unique queue identifier/name here)

([a-z][0-9])

• Queue Number:

The unique network queue number

(ex. This number has to be dialed in order to access the queue)

([0-9])

• Max Waiting Callers:

Maximum number of callers allowed to wait in the queue at the same time. This number should be set in accordance with the number of agents answering the queue calls

(ex. If this field is set to 4, only 4 callers will be allowed to enter the queue. If caller number 5 tries to enter the queue, he will be transferred to the PBXware 'Redirect Extension' number).

([0-9])

• Music On Hold

Select the MOH (Music On Hold) class name. All sound files belonging to this MOH class will be played to users in the queue

(ex. User A enters the queue. After the greeting message is heard, all sound files belonging to the selected MOH class are played in the background)

(Select box)

• Rings to Answer:

Number of rings played to the caller before entering the queue. Keep the rings between 1 and 3.

(ex. Rather than just 'falling' into a queue and hearing the queue greeting message, play the ring sound to the caller first).

([0-9])

• RTP Delay [sec]

Delay time in seconds before the queue greeting message is played. This solves the 'half-played' file problem. Keep this value between 1-3

(ex. User A enters the queue and hears '..r call is first in line...' and doesn't understand. Set this field to 1 so that a 1 second pause is added before the message is played. Now, when user A enters the queue he will hear 'Your call is first in line...').

([0-9])

• Replace Caller ID

Replace the caller ID with a custom value

(ex. Type 'Lobby - %CALLERID%' to display the caller ID information as 'Lobby - 5552879' where 5552879 is the actual number calling in)

([a-z][0-9])

• Language

Define the custom language for all sound files played by the queue

(ex. To play Spanish sound files to all users waiting in the queue, type 'es' here. NOTE: PBXware comes with English sound files by default. To install sound files in other languages, please see 'Settings: Protocols: Sip: Language')

([a-z])

• Queue URL

Send the following URL to the agent's softphone if it supports that option and the softphone can open the URL so the agent can see the caller's additional information, if available. This option must be supported by the softphone for it to be used.

(ex. Additional information on the Queue URL field can be obtained here)

([a-z][0-9])

• Custom ring tone

Ring the agent phones with a custom ringtone set here

(ex. <Simple-2>)

([0-9][a-z])

• Custom sounds folder

When Queue Callback is turned on, you will be able to add custom queue sounds that will be played in that case.

(ex. Create a new folder for these sounds in /home/servers/pbxare/pw/var/lib/asterisk/sounds/ and put your custom queue sounds here).

([a-z] [A-Z])

TIP:

Sounds should be named as follows:

• queue-youarenext - Your call is first in line and will be answered by the next available representative)
• queue-thereare - You are currently caller number
• queue-callswaiting - Waiting to speak with a representative
• queue-holdtime - The estimated call time is currently
• queue-minutes - Minutes
• queue-seconds - Seconds
• queue-lessthan - Less than
• queue-thankyou - Thank you for your patience
• queue-periodic-announce - All of our representatives are currently busy. Please stay on the line and your call will be answered by the next available representative

• Detect caller early hangup

When a call comes into the system via DID if a call is hangup while greeting on DID is played call still passes to the Queue because of statistics, so users are aware they had abandoned calls.

New option in queue which would disable this or enable per user preference is presented. Basically if user wish to pass abandoned calls to queue and still have these calls in statistics or if abandoned call during greeting should be detected and not routed to queue and shown in statistics.

(ex. Yes, No, N/A)

(Option button)

Operation Times

Set the queues open/closed times. Depending on the time when the call is received, the call can be redirected to different PBXware destinations.

• Operation Times

Enable operation times

(ex. On, Off, Inherit)

(Option buttons)

The Inherit option will allow administrators to simply put the Higher Level Operation Times settings back into effect if deemed necessary. Previously, when Operation Times were set, it could be either turned on or off, but it could not be reset to use the Operation Times rules set on the higher level (Server or Tenant).

• Default Destination

PBXware extension that all calls are redirected to during the closed time hours

(ex. 1000)

([0-9])

• Greeting

Greeting sound file played to callers during the closed times

(ex. greeting-***)

(Select box)

Description of destinations follows this priority order:

• Open dates: Sets the working hours during which the Queue is to redirect calls as set in the Queue Add/Edit window. If any call is received during the hours not set here, 'Custom Destination' is checked, and if they do not apply, the call is redirected to the 'Default Destination' (Closed dates)

• Custom Destinations: Redirects all calls received during set hours to the PBXware extension provided here.

• Closed dates: Sets the specific date/s when all calls are redirected to the 'Default Destination'. If the 'Destination' field in the Closed dates is set, calls will not go to the 'Default Destination' but to this number.

Agents

This section shows data about agents with the details explained below.

Queue Members and Agents

Pressing the Members and agents button list will open a new pop-up window where members and agents for this particular queue are shown.

To add a new member to the queue from this left panel list, select the check box for the queue agent or SIP member that you would like to add to the queue and press the 'Add Member' button. This will add the selected agent to the list.

Also, every table has the ability to search for members names, numbers, and type.

• Select agents

A drop-down where you can select one or more Agents/Agents Groups/Extensions to add to the Queue Members list.

• + button:

Press this button to add selected Agents/Agents Groups/Extensions to Queue Members list.

Furthermore, a table which shows queue members with the following details will show up:

• Name

Queue member name

(e.g. Sales 1)

([0-9][a-z])

• Number

The number of the queue member on the system

(e.g. 1001)

([0-9])

• This value can be set per member so the system can decide which priority to use when sending calls to members.

(e.g.: Set values between 0 and 10 where 0 is the highest priority and 10 is the lowest priority. If the strategy is defined as 'ringall', then only those available members with the lowest priorities will ring).

([0-10])

NOTE: If an extension does not pick up, it will not automatically go to the next extension. It will keep ringing until it is picked up. It will only go to the next extension if the current extension is either busy or unavailable.

• Type

Queue member type

(e.g.: Agent)

• Search

Search queue members.

e.g. Provide a search phrase here to filter the records.

([a-z][0-9])

• Move up

Move the queue member one place up on the list.

• Move down

Move the queue member one place down on the list.

• Remove member

Remove the member from the list.

The following section provides additional information and options about Agents:

• Static Members Login

This option defines whether Extensions set as Static Members have to log in to become active Queue members. If set to 'No', Extensions added as Static Members of the Queue automatically become active Queue members without the need to log in.

(E.g. Yes/No)

(Options button)

NOTE: In case a user sets this option to 'Yes' and has multiple devices registered for that Extension when using Static Members, only one device will ring.

• Disable Member Enhanced Services

When set to 'Yes', features in Extensions' Enhanced Services used by Queue members and Callback agents will be avoided when a Queue call is passed to them.

In case an Extension used by a Queue member has 'Call Forwarding' enabled, this service will be overridden and the call would be connected to the Queue member instead of being forwarded to the set number.

NOTE: Dynamic agents, as well as Static Members, with the Login feature set to 'Yes' will never have Enhanced Services rules applied to their calls, regardless of what option is selected for the 'Disable Member Enhanced Services' feature. This is expected behavior and cannot be altered.

(E.g. Yes, No)

(Option buttons)

• Ring Strategy

Set the way calls are transferred to Queue members answering the calls.

Available options:

• ringall - Ring all available Members until one of them answers (default)
• linear - When used with Static Members, the linear ringing strategy will ring interfaces in the order specified in the queues.conf configuration file for that specific Queue, always starting at the beginning of the list. If used with Dynamic Members, the Members will be rung in the order in which they were logged in.
• leastrecent - Rings the interface that least recently received a call. This can work in a Queue, where there are many calls of roughly the same duration. It does not work if an agent has been on a call for an hour, and their colleagues all got their last calls 30 minutes ago, because the agent who just finished the 60-minute call will get the next one.
• fewestcalls - Rings the interface that has completed the fewest calls in this Queue. Please note that this can be unfair if calls are not always of the same duration. An agent could handle three calls of 15 minutes each and his/her colleague had four 5-second calls; the agent who handled three calls will get the next one.
• random - Rings a random interface. This can work very well and ended up being very fair in terms of evenly distributing calls among agents.
• rrmemory - Round robin with memory. rrmemory should pick up at the last interface it was at when the last call came into the Queue.
• rrordered - Same as rrmemory, except the Queue member order from the config file is preserved, so the interfaces will ring in the order specified in the configuration file. If you use Dynamic Members, the Members will be rung in the order in which they were added.
• wrandom - Rings a random interface, but uses the member's penalty as a weight when calculating their metric. A member with a penalty of 0 will have a metric somewhere between 0 and 1000, a member with a penalty of 1 will have a metric between 0 and 2000, and a member with a penalty of 2 will have a metric between 0 and 3000. Please note that, if using this strategy, the member penalty is not the same as when using other Queue strategies. It is only used as a weight for calculating metric.

(E.g. linear)

(Select box)

NOTE: In order to ensure the system's stability and prevent any potential issues from causing the malfunction, the default number of Queue Members and Agents that may be dialed in a single Queue is set to 9. This number limitation is applied when the 'ringall' Ring Strategy is set.

Therefore, if there are more than 9 Members and Agents in a Queue with the 'ringall' Ring Strategy, upon saving the settings for that Queue, a warning message with the following information should appear: "Due to limitations of ringall strategy, only the first 9 members will be called".

(E.g. A user creates a Queue with 12 Members and Agents as shown in the screenshot and sets the Ring Strategy to 'ringall'. When s(he) tries to save the settings, a warning message appears as shown in the screenshot. A user is able to save the Queue which has 12 Members and Agents, however, only 9 of them will be dialed in a random manner. The warning message doesn't appear, if there are 9 Members/Agents or less.)

• Autofill

Defines whether callers should be served one by one or in a parallel fashion.

(E.g. With this option turned 'Off', even if there are five agents available, the calls will not be transferred to them until the first caller waiting in a Queue is connected to an agent. When the first caller gets served, the second caller gets served and all others keep waiting. It is recommended to always keep this feature turned 'On' so that the callers can be served in order.)

(Option buttons)

• Ring Agents in Use

Defines whether agents in use should be called when a new caller comes into the Queue.

(E.g. If the agent is already in an active conversation, with this option set to 'Yes', the Agent extension will ring when a new caller enters the Queue.)

(Option buttons)

• Member Delay (sec)

This field is the same as RTP Delay, only this option is set for the agent answering the Queue calls. Before the call is transferred, the custom Queue information can be played to an agent so that the agent knows from which Queue the call is coming. This solves the 'half-played' file problem. Please keep this value between 1-3.

(E.g. Agent X is to answer the call coming from the Queue. If 'Queue Announce' is set to play the custom sound file ('This call comes from the Lobby Queue') but only '...s call comes...' is heard, a user should set this field to 1 so that 1 second pause is added before the message is played, which would result in the entire message being played 'This call comes from...')

([0-9])

• Retry All Timeout

Time interval in seconds. Defines how long to wait before trying to reach the Queue agent again.

(E.g. If agent Smith cannot answer the incoming Queue call and hangs up the ringing line, the call will not be transferred back to his Extension for the time in seconds provided in this field).

([0-9])

• Timeout Restart

If this option is set to 'Yes' and a BUSY or CONGESTION signal is received on the line, the agent's timeout for answering will be reset. This can be useful with agents that have permission to cancel a call with a reject.

(E.g. A call enters the Queue and is transferred to Agent X. Agent X has a Polycom phone (for example) and sends a BUSY signal by hitting the 'Reject' key. This will reset the internal timer. The call will be transferred to other Queue agent(s). The original agent will not be contacted until all other agents are tried and the call does not get answered by any of them).

(Option buttons)

• Wrap-up Time (sec)

After a successful call, this will determine how long to wait (time interval in seconds) before sending a new call to a potentially free agent/member.

(E.g. 4)

([0-9])

• Agent Auto Answer

With this option enabled, the callback agents' device will answer the call automatically.

NOTE: In order for this feature to work, the device must be on the list of supported UADs.

(Option buttons)

TIP

Any Queue can have three types of Queue members. They can be: Extensions, Dynamic agents, or Callback agents.

1. Extension

This member will receive Queue calls after they are added to the Queue members list.

2. Dynamic Agents

This type of a Queue member can log in to a designated Queue from any UAD on the network with the *202 access code. The system will prompt users for the AGENT NUMBER and AGENT PIN. After that, the Queue will send calls to the agent.

NOTE: The Dynamic agent is "on call" all the time, meaning that the agent's line is always open and receiving calls. Every time the caller hangs up, the agent hears the MOH and then receives the next call when it arrives. The Dynamic agent logs out of the Queue by hanging up the line. The agent must be created in the 'Agents' menu and assigned to the Queue in question.

3. Callback Agents

This type of an agent can log in to a designated Queue by dialing into one of the system's Extensions with the *203 access code. The system will prompt users for: AGENT NUMBER, AGENT PIN, and THE NUMBER where the agent is currently at. This number could be a local Extension or some other remote destination.

NOTE: The agent must be created in the 'Agents' menu and assigned to the Queue in question. The callback agent must log out with the *203 access code to stop receiving calls.

Advanced Options

Queue Full

• Activate Callback: Choose whether to activate callback or not when a queue is full.

• Redirect Destination: If the previous option is set to 'No', you need to enter the PBXware destination in this field to which the call will be redirected when a queue is full.

• Redirect to Voicemail: Choose to redirect to the destination's voicemail if the 'Activate Callback' is set to 'No' or 'Not set'.

Queue Timers

• Queue Ring Timeout

Number of seconds during which the Agent(s) will be called, after which the Position Announcement will be played to caller, if it is enabled

(ex. Agent(s) extensions are ringing for 10 seconds. After that time, the Position Announcement is played to the caller and then the Agent(s) are called again).

([0-9])

• Prioritize Queue Timeout

Used to control the priority of the two possible timeout options specified for a queue. The Queue Ring Timeout field has a timeout value that can be specified to control the absolute time a caller can be in the queue. The timeout value in queues.conf controls the amount of time (along with retry) to ring a member for. Sometime these values conflict, so you can control which value takes precedence. The default N/A setting will use the Queue Ring Timeout value, same as setting this to Yes. No will override Queue Ring Timeout field and use value from queues.conf.

Options: Yes, No, N/A

• Max Wait Seconds

The maximum time a caller can wait in a queue. Once this time is exceeded, the caller will be redirected to the 'Max Wait Destination' number.

(ex. User A is waiting 5 minutes already in the queue. If this field is set to 300 (300s = 5min), A will be redirected to the 'Max Wait Destination')

([0-9])

• Activate Callback: Choose whether to activate callback or not when the queue timeouts.
• Max Wait Destination

This option works along with the 'Max Wait Seconds' field. Provide the destination to which the caller will be redirected once the time exceeds 'Max Wait Seconds'.

(ex. User A is waiting for 5 minutes in the queue. If the 'Max Wait Seconds' field is set to 300 (300s = 5min), A will be redirected to this destination)

([0-9])

• Is Voicemail

Set whether the max wait destination is pointing to voicemail.

Empty Queue

• Join Empty

Set whether a caller can join a queue if no agent is logged in or available.

ex. It is recommended to set this option to 'No'. Do not allow the user to enter the queue if the call will not be answered by anyone. The following options are available:

• Yes - Join the queue if no agents or only unavailable agents are in the queue
• No - Do not join the queue if there are no members in queue.
• Loose - Callers cannot join a queue with no members or only unavailable members, paused queue members do not count as unavailable.

(Option buttons)

• Leave when empty

When there are no agents inside a queue, callers will leave it depending on the setting

Example:

• No - This option is disabled
• Yes - If you wish to remove callers from the queue if there are no agents present.
• Loose - Same as “Yes,” except callers will remain in the queue if there are paused agents who could become available.

(Select box)

• Activate Callback

Choose whether you wish to activate callback when a queue is empty.

• Empty Destination

When the queue does not have any agent logged in, redirect callers to the following destination

(ex. 7001)

([0-9])

• Is Voicemail

Set whether the empty destination extension is pointing to voicemail.

Greeting

• Greeting

Select a greeting file to play to all callers waiting in a queue.

NOTE: File name has to be in the following format 'queue-greeting-$NAME.gsm':

(ex. Record a custom sound greeting file (e.g. 'All our representatives are busy...') and select that file. This file will be played to all callers once they enter the queue).

(Select box)

• Wait Seconds

The time delay in seconds before playing the greeting message. This delay is useful when users do not hear the beginning of the greeting message. Keep this value between 1-3 seconds.

(ex. John enters the sales queue, but cannot hear the beginning of a greeting sound file (e.g. ..our representatives are busy...). Set this option to 1. This will insert one second of silence before the greeting file is played and should fix the partial sound file error. Now, all callers entering the queue should hear the full greeting message (e.g. All our representatives are busy))

([0-9])

Position Announcements

There are two types of position announcements: 'Hold Time' (Tells the queue position) and 'Periodic Announcements' (Plays custom message)

• Announce Hold-Time

Enable callers waiting in a queue to hear the hold-time announcements.

(ex. Setting this option to 'Yes' will enable the hold-time announcements. A single caller waiting in a queue would hear 'Your call is now first in line and will be answered by the next available representative. Thank you for your patience' message).

(Option buttons)

• Announce Frequency

How often to play the hold-time announcement message (time in seconds).

NOTE: If you set this option to '0', the announcement message will not be played.

(ex. If this field is set to 30, a single caller waiting in queue will hear 'Your call is now first in line and will be answered by the next available representative. Thank you for your patience' message every 30 seconds).

([0-9])

• Min. Announce Frequency

Specifies the minimum amount of time that must pass before we announce the caller’s position in the queue again. This is used when the caller’s position may change frequently, to prevent the caller from hearing multiple updates in a short period of time.

• Announce Round Seconds

Rounding level for hold-time announcements. If this is set to 0, only minutes, not seconds, are announced; other possible values are 0, 1, 5, 10, 15, 20 and 30.

(e.g. When set to 30, a wait time of 2:34 will be rounded to 2:30.)

([0-9])

• Periodic Announce

Select the sound file that is played periodically to callers waiting in a queue.

([0-9])

NOTE: The file name has to be in the following format 'periodic-announce-$NAME.gsm'

(ex. Record a message 'Hang in there buddy!' and set it as a periodic announcement. This message will be played to callers every 'Periodic Announcement Frequency' seconds)

(Select box)

• Periodic Announcement Frequency

Time interval in seconds at which the periodic message is to be played.

(ex. If this field is set to 30, all callers waiting in the queue will hear the 'Periodic Announcement' message every 30 seconds, as long as they stay in the queue).

([0-9])

• First Periodic Announcement Delay

Insert the value in seconds after which the First Periodic Announcement will be played, each next announcement will be played per the Periodic Announcement Frequency setting. This value will be available only if the Periodic Announcement Frequency is set.

TIP

Sounds should be named as follows:

• queue-youarenext - Your call is first in line and will be answered by the next available representative)
• queue-thereare - You are currently caller number X
• queue-callswaiting - Waiting to speak with a representative
• queue-holdtime - The estimated call time is currently
• queue-minutes - Minutes
• queue-seconds - Seconds
• queue-lessthan - Less than
• queue-thankyou - Thank you for your patience
• queue-periodic-announce - All of our representatives are currently busy. Please stay on line and your call will be answered by the next available representative

Agents Announcement

• Agent Announce

Play a custom message to a queue agent before they answer the call. NOTE: The file name has to be in the following format 'agent-announce-$NAME.gsm'.

(ex. Record a custom sound file (e.g. This call is coming from the Sales Queue). Every time a queue agent answers a call from this queue, the sound file will be played to him before the call is transferred to the agent)

(Select box)

• Report Holdtime

Enabling this feature will tell the queue agent how long the calling party has been waiting in the queue.

(ex. John is waiting in a sales queue for two minutes and thirty seconds. Agent Smith picks up his call and hears the message 'Hold time, two minutes').

(Option buttons)

CRM Features

• New Lead URL:

If incoming call CallerID is unknown, it will be transferred to URL entered in New Lead URL field.

Redirect Extension

• Redirect Extension

Max callers redirect extension number

(ex. If queue 2000 accepts a maximum of 4 users waiting at the same time, any new user that enters queue 2000 will be redirected to the extension number provided here)

([0-9])

• Redirect to Voice Mail

Choose whether the redirect extension is a voicemail

(ex. Yes, No, N/A)

(Option button)

Recording

• Record Queue Calls

Once this feature is activated, all queue calls will be recorded in the desired sound format.

(ex. John enters the 'Sales' queue and is transferred to 'Queue Agent Smith'. Their entire conversation is recorded and available for review from 'Reports').

(Option buttons)

Incoming Options

• Incoming Options Set the advanced queue call options.

Available options:

• t - allow the called user to transfer the calling user
• T - allow the calling user to transfer the call
• H - allow the caller to hang up by pressing *
• n - no retries on the timeout; will exit queue and go to the next step
• r - ring instead of playing MOH
• C - avoid missed calls in ringall strategy
• w - Instant Recording with Monitor
• x - Instant Recording with MixMonitor

([a-z])

• Ring ('r') timeout

When 'r' is selected as Incoming Options and this timeout is used, the queue will first ring the entered number of seconds, after which MOH will start

(ex. 10)

([0-9])

Exit Digit

• Use Exit Digit

Whether users should be able to exit the queue by dialing a single digit and be automatically redirected to a preset PBXware destination.

Example:

John enters the sales queue. A greeting message explains that the user may quit the queue by pressing the digit defined under the 'Exit Digit' option, and be transferred directly to the operator or some other destination (set under the 'Destination' option).

(Options buttons)

• Exit Digit

Define the exit digit here. Once this digit is dialed by the user waiting in the queue, it will transfer the call directly to the set 'Destination'

Example:

John enters the sales queue. The greeting message explains that the user may quit the queue by pressing the digit defined here (e.g. 9) and be transferred directly to the operator or some other destination (set under 'Destination' option).

([0-9])

• Activate Callback

Choose whether to activate callback or not when the exit digit is used.

• Destination

The local PBXware destination number that is dialed once the 'Exit Digit' is dialed.

(ex. John enters the sales queue. The greeting message explains that the user may quit the queue by pressing the digit defined under the 'Exit Digit' option and be transferred directly to the PBXware destination defined here).

([0-9])

• Is Voicemail

Set whether the exit digit destination is pointed to voicemail.

Abandoned Calls Notification

Here you can set whether there will be any notification when the call inside a queue is abandoned.

• Enable Notification

Enable or disable Abandoned Calls Notification feature

(ex. Yes, No, N/A)

(Check box)

• Notification E-mail address

The e-mail address which will receive notifications of abandoned calls, where an abandoned call is one where the caller hangs up the call while waiting to be answered

(ex. admin@domain.com)

([a-z][0-9])

Types of Queue Members

Any queue can have 3 types of queue members with two additional variations on the agent types. They can be: extensions, dynamic agents, or callback agents. Additionally, agents can be configured to choose whether they will be Dynamic or Callback and if they will auto login to the queue.

• 1. Extension - Member

If the queue for which the extension is added has the Static Member Login option turned on, the extension will have to login using the *200 access code before it will receive any calls from the queue. To log out of the queue extension, you have to use the *201 access code.

If the Static Member Login option is not turned on, this member will always receive queue calls after it is added to the queues members list.

• 2. Dynamic Agents

This type of queue member can login to a designated queue from any UAD on the network with access code *202. After the agent is logged on, queue will be sending the calls to the agent

NOTE:

The dynamic agent is "on call" all the time, meaning that the agent's line is always open and receiving calls. Every time the caller hangs up, the agent hears the MOH and then receives the next call when it arrives. The dynamic agent logs out of the queue by hanging up the line. Agent MUST be created in the 'Agents' menu and assigned to the queue in question.

• 3. Callback Agents

This type of agent can login to a designated queue by dialing into one of the system extensions with access code *203. By default, the system will prompt for: AGENT NUMBER, AGENT PIN, and THE NUMBER where the agent is currently at. This number could be a local extension or some other remote destination.

NOTE:

The agent MUST be created in the 'Agents' menu and assigned to the queue in question. The callback agent must logout with *203 to stop receiving calls

Additionally, agents have two more type options for a choice:

• 1. Callback or Dynamic Agents

This type of agent is left with the choice of whether it will use the *202 access code and be a dynamic agent or the *203 access code and be a callback agent.

• 2. Auto Login (Callback)

This type of agent is actually a callback agent which the system will automatically log into the queue as soon as it is added to the queue. Of course, for this to work, this agent needs to bind to an extension to which the system will send the calls.

Callback

Queue Callback saves customers from long, frustrating waits and brings convenient phone support right to them. With the Queue Callback feature, callers entering a phone queue have the option to request a callback and then just hang up. No more long hold times, no more fighting other callers to get through - customers simply put in a call and then continue going about their work while waiting for the callback. It's the perfect solution for everyone.

This feature is extremely customizable, able to be catered to meet your needs. Things such as the maximum wait time, number of callback retries, and the amount of time to wait in between retries can be customized. The menu has several options for clients to submit their information for a callback.

NOTE: Queue callback is a license-enabled feature so in case it is not available in your queue settings, but you would like to have it, please contact your account manager for more information.

• Activate For Abandoned

Whether Queue Callback will be activated for calls that were abandoned before an agent answered.

(Yes, No, N/A)

NOTE: Options Activate for Abandoned and Min Talk Time Seconds aren’t connected anymore so if one wants to activate callbacks for abandoned calls they will set 'AFA' only, and if they want to activate callbacks for calls hung up in first 'N' seconds after agent answer, they will set 'MTTS'.

• Min Talk Time Seconds

The minimum time the call must last after an agent answers it in order for the callback not to be activated.

For example, if we set this value to 10, calls that get disconnected in less than ten seconds after call is answered by agent will be called back by the PBXware, assuming that it got disconnected unintentionally.

• Callback Retries

Number of retries the callback will try to reach the number of abandoned call.

• Callback Ring Timeout

Time in seconds that the UAD/Phone will ring for callback.

(ex. Set 30 in this field and callback will ring for 30 seconds)

• Retry Timeout Seconds

Delay between callback retries, in seconds.

• Outgoing CallerID:

Set the CallerID the caller will see when the system performs the callback.

• Announce Hold Time

Set this value to Yes for the system to tell the called user how long they will wait until their call is answered by an agent.

• Max Wait Seconds

This is the maximum time that system will wait to make a Queue Callback.

(e.g. Max Wait Seconds is set to 900 and the caller has activated the Callback feature. Callback will wait 900s for the free agent to be connected to the caller. If there are no available agents in 910 seconds, the Callback will not make a call).

• Agent Answer

Whether to first call the agent before the callback tries to reach the number of the abandoned call.

• Valid Caller ID Lengths

Set the value for a valid caller ID length, separated with commas.

Example: 6,9,12

• Use Caller ID only

Use callback only with the Caller ID rather than allowing the caller to enter a number at which they would like to be called.

• IVR Digit Timeout

Type in and confirm the number of seconds the system should wait before the IVR Digit Timeout. The default value is 3 seconds.

• IVR Max Retries

Maximum number of wrong entries in the IVR before the user is disconnected.

• IVR Confirm Digit

Press this number to confirm your entry in the callback IVR. Default 1.

• IVR Discard Digit

Press this number to discard your entry in the callback IVR. Default 2.

• IVR Cancel Digit

Press this number to cancel your entry in the callback IVR. Default 3.

Callback Announcements

• Caller Announce:

Play a custom message to a caller before they answer the call.

The file name has to be in the following format 'qc-announce-caller-announce-$NAME.gsm'.

• Agent Announce:

Play a custom message to a queue agent before they answer the call.

The file name has to be in the following format 'qc-announce-agent-announce-$NAME.gsm'.

Statistics

Queue statistics display a wide and detailed array of queue details

• Queue

Select the queue for which you'd like to see statistics

(ex. Click on the 'Please select' button to select 'All' (all queues) or a specific queue name and then click the 'Show' button)

(Select box button)

• Date Range

Statistics time period

Example:

Select the time period for which statistics are to be displayed.

• Members

Queue members

In PBXware users can filter statistics by Agent Group.

• Show statistic for all calls

All incoming calls summary

(ex. Click on this check box to show statistics for all calls)

(Check box)

• Show statistics for all answered calls

All incoming calls answered by the agents

(ex. Click on this check box to show statistics for all answered calls)

(Check box)

• Show statistics for all unanswered calls

All unanswered calls are shown in statistics

(ex. Click on this check box to show statistics for all unanswered calls)

(Check box)

• Show statistics for entry position

Show entry positions of the calls in the queue

(ex. Click to show entry positions in statistics)

(Check box)

• Show statistic per agents

Per queue agent call statistics

(ex. Click to show statistics per queue agent)

(Check box)

• Show statistics for repeated callers

Show all statistics for callers with repeated calls

(ex. Click to show statistics with number of repeated calls from one CallerID)

(Check box)

• Show statistics for queue callback calls

Show all statistics for queue callback calls

(ex. Click to show statistics with the number of calls in the queue with queue callback)

(Check box)

• Show statistics for queue interrupt messages:

Show all statistics for queue interrupt messages

(ex. Show all statistics for calls where someone on the system played an interrupt message for callers waiting in the queue)

(Check box)

• Call duration less than [s]

Show statistics for calls less than the selected number of seconds

(ex. 30 s)

([0-9] Select box)

• DID(s)

Enter or select a DID/range for which the statistics will be shown

(ex. 065765432)

([0-9])

• Show

Display queue statistics

(ex. A click on this button will open the statistics pop-up window. Displayed information may vary depending on the options set under basic and advanced options)

(Button)

Design and code organization

New statistics are designed following MVC pattern as much as possible, in sitemanager and partially in pbxware.

Sitemanager Code is located inside folder reports with following structure:

• reports\controller - has controller classes where reports.php contains main controller (Reports).
• reports\model - has model classes. Each report has it’s own model responsible to get data from pbxware.
• reports\view\html - html view files
• reports\view\csv - csv view files
• reports\view\pdf - pdf view files
• reports\view\graph - graph view files

Pbxware Code is located inside queue_statistics folder (under lib folder) with following structure.

• reports\controller - has controller classes where statistics.php contains main controller (StatisticsController).
• reports\model - has model classes. Here one model can be responsible for more than one reports.

Parsing html by Scheduled reports is removed from pbxware. Now scheduled reports communicate with sitemanager using API, and every parsing data is done in sitemanager. JSON format is used for data transfer.

Reports

Types for Reports

Here is the list of available reports so far:

Filters

Available report filters are:

• Start and End date and time
• Queues
• Queue members
• Caller
• Call duration less or greater than
• Hold duration less or greater than
• DID

On basic menu you can filter in following time ranges : today, yesterday, week, month, or year. Also you can filter by queues. To generate statistics you first select one of the report by clicking on plus sign. Then this report will be moved in selected table. After you finish your selection, with show button you will get report[s] in new window.

Advanced options gives you all kind possibilities to filter data by previously mentioned filters.

Queue members, caller, call duration greater than and hold duration filters are new, while others were available in old queue statistics too. Queues filter and queue members can have list of active or all used queues, queue members respectively.

On settings you can choose for queues/queue member filter should they load all used or currently active queues/queue members.

Caller filter will filter caller number LIKE number you entered. So caller 200 will filter 0200, 20012, 061200 ….

New feature is time format filter, where you can set format in which time data will be displayed.

Every time field in report will be converted in one of the selected format:

1. dd-hh-mm-ss normal time format e.g 01d 02h 03m 04s
2. Days time format in days e.g 1.25d
3. Hours time format in hours e.g 1.25h
4. Minutes time format in minutes e.g 1.25m
5. Seconds time format in seconds e.g 1.25s

This format is used for any time duration field like talk time, hold time, session time, pause time etc.

Statistics Templates

This is new feature that will be only available with 5.1 version.

On main page in right corner there is button that allows you save selected reports as template. Once this done next you can populate right table with above dropdown (Select template..). This will save time with finding right report that you want to run.

Also on this page you can update your selected template, showed in following screenshot.

As you can see once template is selected button in right corner is changed from Save template to Update template. This tells you that pressing this button will now update current selected template. To save as new you must unselect current template which is default when this page is loaded.

Managing this templates you can do in statistics templates page which can be found in Queues -> Statistics templates.

Here you can ADD, UPDATE and DELETE your templates.

Selecting templates is done in dropdown which must be confirmed with the plus sign button. After selecting templates you can also change the order. This affects how they will be shown and ran on the queue statistics page.

Report details

New stuff in view Hovering with mouse pointer on the table in the left corner, will result with displaying all filters that are used to generate report[s].

You can sort your data by any column.

You can search data in table. This will automatically apply search as you type.

Meaning of fields

This is the list of almost every field used in report tables. Some special fields used in particular report are explained within report description. Other fields are self explaining. All fields are explained as:

• Field name ( Synonym name ) - Description

Some fields can have more levels of information. This you can see in tables as they have one or two headers. Here they are presented as:

• Field
  • Child field 1
  • Child field 2

Fields: Agent - Showing agent number and name in format:

		Agent number ( Name Last name) 

Queue - Queue name Calls - It can be inbound or outbound or both

• Number - Number of calls
• Per Hour - Average number of calls made per hour

Calculated as: Per hour = Number of calls/Session time/3600. Note that this doesn’t include time when agent is on pause.

• Perc - Percentage of calls by all agents, by current agent calls

Calculated as: Calls / Total calls of all agents

• Answered - Answered agent calls
• Unanswered - Unanswered agent calls

Talk Time

• Total - Total agent talk time
• Mean - Mean/Average agent talk time
• Min - The minimum/shortest talk time
• Max - Max talk time

Hold Time

• Total - Total agent hold time
• Mean - Mean/Average agent hold time
• Min - The minimum/shortest hold time
• Max - Max hold time

Idle Time

• Total - Total agent idle time

Calculated as: Idle time = Session time - Pause time - talk time

Note that in old statistics Idle time was calculated as difference between session and talk time only!

Pause - Agent can be paused with or without reason code. Pause field will include both.

Note in old statistics we didn’t have pauses with reason codes.

• Total (Pause duration) - Total pause duration of all pauses
• Count - Number of pauses agent made

Pause with reason

• Total - Total pause duration of all pauses
• Count - Number of pauses agent made

Not ready - This will calculate all pauses without reason

• Total - Total pause duration of all pauses
• Count - Number of pauses agent made

Billable - billable option is used by pause with reason codes. Any pause that is set with option billable it will be calculated here.

• Duration - Pause duration for billable pauses
• Count - Number of pauses agent made for billable pauses
• Percent - Percentage of billable pause duration.

Percent = Billable duration / Pause duration *100 Note: It does not include not ready duration.

Payable - payable option is used by pause with reason codes. Any pause that is set with option payable it will be calculated here.

• Duration - Pause duration for payable pauses
• Count - Number of pauses agent made for payable pauses
• Percent - Percentage of payable pause duration.

Percent = Payable duration / Pause duration *100

Note: It does not include not ready duration.

Session

• Total (Session duration) - Total time agent was logged in
• Mean - Mean/Average time agent was logged in

Calculated as: Mean time = Session time/Number of sessions

• Count - Number of sessions (logins)

Occupancy - Percentage of time when agent is occupied Calculated as: Occupancy = Talk time / (Session time - Pause time) * 100 Hng (Ag/Cal [Tr]) - (Agent/Caller[Transfer]) - Hang-ups statistic for agents and callers

• Number - Number of call hang-ups by Agent/Caller[Transfer]
• Percent - Percentages of call hang-ups by Agent/Caller[Transfer]

Agenthangups [%] - Number/Percentage of calls ended by agents

Callerhungups [%] - Number/Percentage of calls ended by callers

Transfers [%] - Number/Percentage of calls that are transferred

Abandoned [%] - Number/Percentage of calls that are abandoned

Timed out [%] - Number/Percentage of calls that ended with timeout

Dumps [%] - Number/Percentage of calls that are dumped by agent or caller

Busy [%] - Number/Percentage of calls that were busy (outbound)

No answer [%] - Number/Percentage of calls that ended with no answer (outbound)

Cancel [%] - Number/Percentage of calls that are canceled (outbound)

Unqualified [%] - Number/Percentage of calls that finished in a different manner

Meaning of breakdown fields

All fields are explained as:

Field name ( Synonym name ) - Description

Fields:

• Callid - Showing id of event
• Date - Date when event happened
• Callerid - caller extension
• Queue - name of queue where event happened (empty for outbound events )
• Agent - agent number (NONE if call didn’t connect with agent)
• Wait time - waiting time in seconds
• Talk time - talking time in seconds
• Entry - Caller position in a queue at a point of entry
• Exit - Caller position in a queue at a point of exit
• Transfered - extension where call is transfered
• Dumped - showing if caller is dumped
• Ended (Event type) - name of event
• Start - datetime when event started
• Duration - duration of current event
• Extension - extension on which current event happened
• Reason code - this is used with agent PAUSE event. It will display reason name if agent is paused using pause reason codes, otherwise it will be empty.

NOTE:

• Entry CALLS NOT CONNECTED shows Queue unanswered calls, or call that did not connect with agents.
• Mean hold time is calculated for each row (Group and normal rows)

            Mean = hold time/calls

• Mean talk time is calculated for each row (Group and normal rows)

            Mean = talk time/calls

Agent availability

This report includes all calls that agents had (inbound and outbound) and it has the most information. Along with this report you have additional possbility to download CSV for Agents performance and assesment. This two CSV files are special and they will show more information about agents and their calls per day.

Unanswered - used only for outbound unanswered calls. It does not include agent missed calls.

Any calls that were not connected with agent, will be displayed in row with agent name CALLS NOT CONNECTED. It is left in table like this so that you can make comparing. You can easily find this row using our search box like shown in next picture.

Agent dumped calls

This report will show you how many agent had dumped call. Note that for one call, Agent can dump several times. Total is number of calls agent had including calls that dumped.

On graph you can compare dumped calls between agents.

Agent missed calls

Shows details about agent misses calls (Ring no answer events).

Meaning of fields:

• Missed - Number of calls agent missed (RING NO ANSWER)

• Total - Total number of calls agent had

• Percent - Percentage of calls by agent missed calls

Calculated as: Percent = Missed / Total * 100

• Avg Ring time - Average ring time

Agent pauses

Show details about agent pauses. In order to work properly “Agent reason codes” should be used. Each pause (reason code) can be billable or payable which is set during Reason code configuration. Agent can go in pause state or not ready state. Not ready state can not be billable or payable, but this field is added for comparison.

Details about every pause can be found on breakdown which is explained in breakdown chapter.

Agent sessions and pauses

Show details about agent pauses and session. With this report you can compare agent pauses against agent logins.

Pause calculation include pause with reason and not ready.

Pause % - Percentage of session duration by pause (with and without reason) duration.

Pauses per session - number of pauses (with and without reason) per session

Agent Occupancy

Pause duration will include pause time with and without reason. This value is used to to calculate occupancy.

occ =talktime/session-pause * 100;

Agent inbound calls

This report will show all inbound calls agent had.

Agent inbound calls per queues

This kind of report are new. This report will show all inbound calls per agent, but also calls will be differentiate by queue.

Per Hour is summarized for agents per each queue, because we can not have session time per queue. So per hour on that queue is not fully correct, because it is including session time for every queue that agent is logged in,on the other hand summarized value per agents is correct.

Agent Outbound calls

This report show you all outgoing calls made by agents.

Entry positions

This report will show you position of calls when entering queue.

Meaning of fields:

• Min - minimum position caller when entered in queue

• Max - maximum position caller when entered in queue

• Mean - average position caller when entered in queue

Queue calls

This report is also new one. We are showing all calls per each queue, how many is answered/unanswered. Talk time is summarized talk time for every call answered by agent. Hold time is summarized wait time in queue for every call.

Queue answered calls

This report will show you more details about answered calls like number of agent, caller hangups or number of transfers that every queue had. Here hold time is time that call waited in queue before it is answered by agent.

Queue unanswered calls

Queue inbound calls per agent

This report shows queue calls per agent and also per queue. Note: per hour is not fully correct because agent session time is for every queue that agent is member.

Queue callback calls

This report shows you all callback calls per queue. Details about every call you have on breakdown. Note: Hold time in this case is time until caller answers or abandons callback.

Repeated callers

This report will show you which callers had more than one incoming call. It includes answered and unanswered calls.

All calls (Summary)

All answered calls (Summary)

All unanswered calls (Summary)

Distributions for all calls per day

This report will show you all calls per each day. List of days depends on time range filter.

Distributions for all calls per day of month

This report will summarize all calls for every 1st, 2nd … day of month.

Distributions for all calls per day of week

This report will summarize all calls for every monday, tuesday … sunday.

Distributions for all calls per hour

This report will summarize all calls for every hour.

Inbound calls

This report show you all inbound calls. More details you can find in inbound answered/unanswered.

Inbound answered calls

Inbound unanswered calls

Outbound calls

Outbound answered calls

Outbound unanswered calls

Service level agreement

Service level is calculated per each time range(10,20,30,40,50,60,70,80,90,100,110,120) as:

Service level = answered calls_inside_time/ total_calls * 100

Service level inclusive = 100 - Answered calls inside time / Total all calls * 100

Graphs have same look for both service level.

Calls by direction

All Calls by direction

Answered Calls by direction

Unanswered by direction

Breakdowns

Breakdown has the same look for almost every report. Note that on most of the reports you can select an Agent or Queue or Caller that will show you filtered breakdown.

Downloading PDF is done per page, or in otherwords using WYSIWYG techinique. Downloading CSV will download all records in breakdown. If you need for some reason all records then csv is only way to go.

For agent session and pauses breakdown you have information like when login or pause started and their duration. For pause event under column Reason name there will reason name set.

For agent pause on breakdown there are new fields Billable and Payable. This fields were used with agent pause reason codes. They will display (if is set under agent pause reason codes section) if some pause is billable or payable. Also for every reason here you can see what code is used and name for that code. Important: If you delete or edit some reason code, then reason name will not be displayed or it will show you new name you entered for same reason code.

Scheduled Reports

Schedule reports allow you to automatically run and email report results on a scheduled interval basis.

General

• Name:

Report name.

• Active:

Whether the report is active or not.

(Yes/No)

• Start date:

Set the start date of the report.

• Run time:

Set run time.

(ex. 03:00)

• Repeat:

Select how often you want the set of action(s) to be applied.

(Daily, Weekly, Monthly, Yearly)

• Send E-mail:

Whether you want the report to be sent in an e-mail.

• E-mail:

Provide the e-mail address on which you want to receive queue reports.

• Attachment:

Types

• Types:

The report types will be listed here.

(ex. Statistics for all calls)

Filters

Here you can filter data by queue, DID and call duration.

• Time period:

Select the time period.

(ex. Last 7 days)

• Queues:

List of queues that are selected for the report.

• Members:

• Caller:

• Call duration:

Enter the call duration in seconds. If you enter 200, only calls that lasted less than 200 seconds will be taken into account.

• Hold duration:

• DID:

Filter calls received only on this DID.

• Time format:

CDR

CDR (Call Detail Records) for all queues in the system. In addition to normal operation, an authorized user is able to perform additional actions such as extensive search, listen to recorded queues, call any destinations listed, and access advanced features.

• From:

The extension number the call was made from

(ex. If the call was made from extension 1001 to extension 1004, '1001' is displayed here).

(Display)

• To:

Number the call was made to

(ex. If the call was made from extension 1001 to 1004, '1004' is displayed here).

(Display)

• Date/Time:

Date and Time when the call was made

(ex. 04 Oct 2006 10:44:10)

(Display)

• Duration:

Call duration time in hh:mm:ss format

(00:12:45)

(Display)

• Call Rating:

Time billed by the system

(ex. 00:12:45)

• Cost:

Total cost of the call calculated through a service plan

(ex. 0.71)

(Display)

• Status:

Displays the call status

Example:

Depending on whether a call was answered or not, this field value may have the following content:

• Answered
• Not Answered
• Busy
• Error

(Display)

• This icon is displayed once a call is recorded and 'Delete' or 'Listen' enhanced service is activated

• This is a box used with the CDR commands to select a desired call

Search/Filter

• Start Date:

Select a Search/Filter start date

(ex. Click on the small 'Calendar' icon next to any field and select the desired date)

(Option button)

• End Date:

Select a Search/Filter end date

(ex. Click on the small 'Calendar' icon next to any field and select the desired date)

(Option button)

• From:

Select whether you want to search the CDRs by Destination(s) or Trunk from where the call came in

(ex. Destination(s) or Trunks)

(Select box)

• To:

This field points to Queue(s) for which you are searching

(ex. Queue(s))

(Select box)

• ID:

ID of the CDR. When a user selects a CDR, the ID field shows that CDR's ID. If there are problem on the system, the customer can supply the support team with the problematic CDR ID which helps in locating it.

(ex. 1221447123.66)

([0-9] .)

• Start Time When searching for CDRs, this is the start time in the Start Date

(ex. Time in hh:mm:ss format like 10:15:30)

([0-9] :)

• End Time

When searching for CDRs, this is the end time in the End Date

(ex. Time in hh:mm:ss format like 15:20:30)

([0-9] .)

• From

If you choose Destination(s) in the 'From' Select box, you will enter the extension from which the call came to the queue. If your selection was Trunk, you will have a Select box in this place where you can choose a trunk on the system from which the call came to the queue.

Example:

• Destination(s) - 1009
• Trunk - Sales

([0-9] or Select box)

• To

Here you will enter the number of the queue in which the call ended up.

(ex. 1007)

([0-9])

• Status:

Search calls by selecting the desired call status

Example:

Click on the 'Please Select' button and select one of the available fields:

• All
• Answered
• Not Answered
• Busy
• Error

(Select box)

TIP

After making any changes to the search filter, be sure to click on the search icon

Actions

Listen

• Listen:

Once the 'Listen' icon is displayed next to a call record, it means that the specific call was recorded.

(ex. To play recorded calls, check the box next to the 'Listen' icon and click 'Listen'. The browser will prompt you to open the sound file in your audio player or to download the sound file).

(Option button)

TIP

By default, the sound format is available as a .gsm file. To change the recording format, go to: 'Settings: Servers: Edit: Recordings format' and select one of the available sound formats:

• gsm
• wav
• wav49
• ogg

Call

To establish a call between any PBXware extension with the listed extensions, you have to provide two things: the Caller $EXTENSION number and the $DESTINATION extension

• Caller

PBXware extension that will make a call

(Provide any PBXware extension number here, 1001 for example)

([0-9])

• Destination:

Destination extension that will be dialed by the 'Caller' extension

(ex. To select a destination extension, first check a box next to a CDR record. This field will display two extensions listed under the 'From' and 'Destination' selected record)

(Select button)

TIP

After setting 'Caller' and 'Destination' extensions, click the call icon.

Print

Check the box next to a call record and click the 'Print' button. This action will open a new pop-up window with the printing interface.

Email

Check the box next to a call record and click the 'Email' button. A small pop-up dialog will appear. Provide the email address here and click the 'OK' button to send the records.

Advanced

• CLIR:

CLIR (Command Line Interface Record) details

(ex. Select a desired call record and click this button to view more technical details about the call. A small pop-up window will open with the data).

NOTE: When experiencing any kind of unexplained problems, this is the data you need to send to the technical support team

(Command Button)

• Delete Recording:

Deletes the recorded calls. For this command to be displayed, the appropriate enhanced service has to be set.

(ex. Select a recorded call and click this button to delete it from the file system)

(Command Button)

• Download CSV:

Download data as a .csv (Comma Separated Value) file

(ex. Click this button to download the .csv file to your desktop)

(Command Button)

Settings

General

• Short Calls Duration [s]

Enter the number of seconds which means that calls should be treated as Short Calls in agents' stats.

(ex. 30)

([0-9])

• Keep stats on restart

When PBXware is restarted, queue stats are reset if this option is not turned on.

(ex. Yes, No, N/A)

(Option buttons)

• Persistent Members

In case of PBXware, restart agents will not log off.

(ex. Yes, No)

• Share Wrap-up time

If one agent is a member of more queues, for example Q1 and Q2, and for Q1 the wrap-up time is set to 5s but in Q2 the wrap-up time is not set, by turning on this option, Q1 and Q2 will share the same wrap-up time for the common agent.

• Abandoned check interval (min)

How often to check for abandoned calls.

Scheduled Reports

• Check interval (sec)

How often to check for queue statistics that will be included in report.

Queue Logs

• Auto Delete Queue Logs:

Delete queue logs after a specific amount of time.

Options: Never, Year, 3 Months, 6 Months, Month, Week.

• Create log history:

Whether to create a log history for queues.

Statistics

• Queues filter

Choose Queues filter to load ALL used or currently active Queues

• Queue members filter

Choose Queues members filter to load ALL used or currently active Queues

• Outbound effective calls duration (min)

This value affects how on Agent outbound report field under Talk time Calls > 1m is calculated.

This counts all calls that have talk time greater then previously set duration.

Next -> 10. Agents