Queue Preferences

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

Distinctive ringtone

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.
Linkus Client Distinctive Ringtone Select or upload a ringtone for agent's Linkus clients.
When an agent receives a call from the queue, the designated ringtone will be played on the agent's Linkus client.
Note:
  • The available ringtones are synchronized from PBX Settings > Voice Prompt > Custom Ringtone.
  • If the desired ringtone is not available in the list, click Upload beside the drop-down list to create a new ringtone.

    The uploaded ringtone will be displayed in the drop-down list and be synchronized to PBX Settings > Voice Prompt > Custom Ringtone.

  • In the drop-down list, you can play and manage the desired ringtone as needed.

    All changes will be synchronized to PBX Settings > Voice Prompt > Custom Ringtone.

  • If you select an uploaded custom ringtone (rather than a built-in ringtone), it will only apply to agent's Linkus Web Client and Desktop Client for queue calls. Instead, the Linkus Mobile Client will play the ringtone configured in the app.
  • If the call is from a contact with a distinctive ringtone set in the agent's Linkus client, the contact’s distinctive ringtone will take priority over the queue ringtone.

Callback

Setting Description
Request Callback Method Define how a caller can request a callback when the queue is busy.
Digit to press Define what digit a caller can press to request a callback when the queue is busy.
Note: The option is available only when Request Callback Method is set to Triggered by caller input.
Timeout (s) Define the amount of time (in seconds) that a caller can wait in the queue. After the timeout, the system will play the callback option to the caller automatically.
Note: The option is available only when Request Callback Method is set to Auto triggered after the timeout.
Callback Outbound Prefix Define the prefix of outbound route, which will be used to call the callback number.
Note: All agents in this queue must have permission to use this outbound route, or the callback would fail.
Callback Timeout

Define how long a callback request can be reserved in the queue. If there are no available agents in the queue within the timeout period, the callback request will be cancelled.

  • Enable Queue's Maximum Waiting Time: Use the timeout period configured in Queue > Basic > Maximum Waiting Time (s).

  • Custom: Set a custom timeout period in the Timeout (s) field.
    Note: The value should be less than the queue's Maximum Waiting Time (s).

Priority queue

Setting Description
Weight Specify the initial weight of a queue.

You can enter a number between 1 and 999. The larger the number, the greater the weight.

The system will compare the weight of multiple queues, and assign incoming calls from the queue with a greater weight to agents first. For example, calls in a queue with a weight of 2 will be answered more quickly than that in a queue with a weight of 1.
Enable Acceleration Weight Enable acceleration weight to dynamically adjust queue weight according to the waiting time of an incoming call in the queue, so as to avoid the calls in a low-priority queue being waited for too long,
Acceleration (s) Specify the amount of time a call has been waiting in the queue before the weight is increased by 1. This ensures that calls with longer waiting time can be prioritized through accelerated weighting, enabling them to be answered more quickly.

You can enter a number between 10 and 1800.

The system will calculate the total queue weight based on the initial queue weight and the waiting time of a call according to the following formula:

Queue Weight = Weight + (Waiting Time / Acceleration) * 1
Note: If there are decimals in the result, the value will be rounded.

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%.

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.
End Prompt

The prompt played to callers after they press the key to rate agent's service.

Note: This option is only available when the Satisfaction Survey Prompt has been specified.
Satisfaction Survey Points
The scores for the keys that the caller can press to rate an agent's service.
Note: This allows you to collect customer feedback and gain valuable insight into agent performance. You can check satisfaction survey score in Satisfaction Survey report and Satisfaction Survey Details report. For more information, see Satisfaction Survey Report and Satisfaction Survey Details Report.

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.
  • Call Flow: Route the call to the specified call flow.
  • Ring Group: Route the call to another ring group.
  • Queue: Route the call to the specified queue.
  • External Number: Route the call to an external number.
  • Play Prompt and Exit: Play a custom prompt, and then hang up the call.
  • Send SMS: Automatically send a message to a recipient via specified SMS messaging channel without creating a new session.

    The message sent logs will be recorded in the SMS/WhatsApp Sent Logs (Path: Reports and Recordings > External Chat Logs > SMS/WhatsApp Sent Logs).

    Note: This destination is available only when the following requirements are met:
    When the caller presses the associated key to send SMS message during the inbound queue call, the system plays a prompt for the caller to enable him or her to specify a recipient by keypress (key 1 for the current caller number and key 2 for a custom number).
    • If key 1 is pressed, the system automatically populates absent + and the country/region code configured for the selected message channel to the caller number, and sends the configured message to this number.
    • If key 2 is pressed, the caller needs to enter a number starting with a country/region code.

      The system automatically populates absent + to the specified number, and sends the configured message to this number.

  • Send WhatsApp Template Message: Automatically send a message to a recipient via specified WhatsApp messaging channel without creating a new session.

    The message sent logs will be recorded in the SMS/WhatsApp Sent Logs (Path: Reports and Recordings > External Chat Logs > SMS/WhatsApp Sent Logs).

    Note: This destination is available only when the following requirements are met:
    When the caller press the associated key to send WhatsApp message during the inbound queue call, the system plays a prompt for the caller to enable him or her to specify a recipient by keypress (key 1 for the current caller number and key 2 for a custom number).
    • If key 1 is pressed, the system automatically populates absent + and the country/region code configured for the selected message channel to the caller number, and sends the configured message to this number.
    • If key 2 is pressed, the caller needs to enter a number starting with a country/region code.

      The system automatically populates absent + to the specified number, and sends the configured message to this number.

Auto-Reply Message for Missed Calls

When an inbound queue call is missed, the system automatically populates absent + and the country/region code configured for the selected message channel to the caller number, and sends the configured message to this number.

The message sent logs are recorded in the lists of both External Chat Logs and SMS/WhatsApp Sent Logs (Path: Reports and Recordings > External Chat Logs).

Note: This feature is available only when the following requirements are met:
Setting Instruction
Call Status Equal To Select the missed call status that triggers the automatic message reply.
  • Caller Abandon: The caller hangs up actively while the inbound call is ringing.
  • Voicemail: The call is forwarded to the agent's extension voicemail.
  • Group Voicemail: The call is forwarded to a group voicemail.
  • Play Greeting then Hang up: The system plays greeting for the caller and hangs up the call.
  • Hang Up: The agent hangs up the call.
Send SMS To automatically send messages via a SMS channel, select the checkbox of Send SMS, then do as follows.

  1. In the Sender drop-down list, select a sender number.
  2. In the Message Content, fill in the content to be sent.
Send WhatsApp To automatically send messages via a WhatsApp channel, select the checkbox of Send WhatsApp, then do as follows.
  1. In the Sender drop-down list, select a sender number.
  2. Configure WhatsApp message template.
    1. Click WhatsApp Message Template, filter and select the desired template from the list.

      The configuration and preview for the message in selected template are displayed on the webpage.

    2. If the template includes media or variable placeholders, upload the required media files and fill in specific values for all variables.
      • Upload media files.

      • Fill in specific values for all variables.

        Click {{Variable}} and enter plain text.

        Note: For variables about location information, you can simply paste the Google Maps URL, the system will auto-fill the name and coordinates based on the URL. However, you need to manually enter the detailed address for the {{Address}} variable.