Queue Preferences

This topic describes the queue preference settings, including distinctive ring tone, queue capacity, service level agreement, announcement, and satisfaction survey.

Distinctive ring tone

Setting Description
Queue Alert Info

Set an "alert info text" to add to Alert-info header in INVITE request for queue calls.

When receiving a queue call, the phone will inspect "Alert-Info" header to determine which ring tone it should use for ringing.

Queue capacity

Setting Description
Maximum Callers in Queue The maximum number of callers that can wait in the queue.

The default value is 0 (unlimited).

Note: When the number of callers waiting in queue reaches the Maximum Callers In Queue, the system routes the additional calls to Failover Destination.
Leave Empty

Pull the caller out of a queue when no agent is in the queue, and forward the call to the Failover Destination.

Join Empty Allow callers to join a queue when there is no agent in the queue.

Service level agreement

Setting Description
SLA Time(s) The maximum amount of time (in seconds) that an agent needs to answer an incoming call.

The default SLA time is 60 seconds.

Evaluation Interval(min) The time interval to compare the queue's SLA performance against the alarm threshold so the system can send a notification email accordingly.
Alarm Threshold(%) The service level threshold for the queue.

The default alarm threshold is 80%.

Announcement

Setting Description
Announcement
Join Announcement The announcement played to callers before they join the queue.
Agent ID Announcement The announcement played to callers to prompt the agent ID.
  • Default: The system plays the prompt “{extension_number} will be connected. Please wait”.
  • Custom prompt: If you choose your custom prompt, the system will play {extension_number} + your custom prompt.
Play "Thank You for Your Patience" Prompt Play the prompt "Thank You for Your Patience" to callers periodically while the caller is waiting in a queue.
Call Position Announcement
Announce Position Announce position of caller in the queue.
Announce Hold Time Announce the hold time to the caller periodically based on Frequency.
Frequency(s) The time interval to announce queue position and estimated hold time to the caller.
Queue Announcements
Prompt The announcement played to callers periodically.
Frequency(s) The time interval to play the announcements.

Satisfaction survey

Setting Description
Satisfaction Survey Prompt The prompt played to caller to ask the caller to rate their satisfaction scale after the agent hangs up.

The default prompt is "Please rate your satisfaction with our service, press 1 for satisfied, press 2 for dissatisfied. Thank you.". "Thanks for your calling, goodbye." is prompted after the caller presses a key.

Key Press Event

Setting Description
Key

The caller can press the key to enter the specific destination when waiting in queue.

Generally, set a Periodic Announcements to guide the callers to press the key.
Key Destination The destination to route the call when the caller presses a key.
  • Hang up: End the current call.
  • Extension: Route the call to the specified extension.
  • Extension Voicemail: Route the call to voicemail box of the specified extension.
  • Group Voicemail: Route the call to group voicemail box of a queue, a ring group, or a custom group.
  • IVR: Route the call to the specified IVR.
  • Ring Group: Route the call to another ring group.
  • Queue: Route the call to the specified ring group.
  • External Number: Route the call to an external number.
  • Play Prompt and Exit: Play a custom prompt, and then hang up the call.