In my lab scenario the queue number is 1111, therefore dynamic agent will have to dial 1111* To log into the queue the dynamic agent has to dial the Queue Number, followed by the asterisk symbol(*). The easiest way for the dynamic agent to log in/out is to dial *45, which is going to toggle agent’s status. In my lab extension 234 is a static agent, but extension 299 will have to log into the queue. Static Agents are always on the queue and Dynamic Agents have to log into the queue before they can start servicing the calls. Navigate to the Queue Agents tab and add the existing extensions as agents. You might want to have another Fail Over Destination in a production environment (for example, voicemail box), but simply terminating is OK for our demo purposes. Set a Fail Over Destination to Terminate Call. Queue Weight field will define from which queue the agent is going to receive a call if that agent is a member of multiple queues. Set Skip Busy Agents to Yes if you don’t want agents with multi-line phones to be presented with calls while they are already servicing the customer. The second call is going to wait for the agent servicing the first call to actually pick up the handset. If Autofill is disabled then the queue will not process the second call, if the first call has not been answered by the agent, even if there are many available agents. Set Autofill to Yes if your call center has a large volume of calls. Linear: rings agents in the order specified, for dynamic agents in the order they logged in Rrordered: same as rrmemory, except the queue member order from config file is preserved Rrmemory: round robin with memory, remember where we left off last ring pass Leastrecent: ring agent which was least recently called by this queueįewestcalls: ring the agent with fewest completed calls from this queue Ringall: ring all available agents until one answers (default) Select the desired Ring Strategy, in my case it is set to leastrecent. When agents receive calls from a particular queue they will know exactly which queue the call is coming from because of that label. You can enter a text label in CID Name Prefix, if you want that text label to be prefixed to the CallerID displayed on agent’s phone. Give it a descriptive name in a Queue Name field. Go to Applications -> Queues and click Add Queue.Īssign it a Queue Number, which will be used for dialing into the queue.
I assume that you have a working instance of FreePBX with registered extensions. Call Queuing is a feature of almost any call center which allows you to keep incoming calls in a queue while they are waiting for their turn to be served by agents. In this article we will go through all the steps required to configure call queues in FreePBX 13.
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