Queue Name:

Unique queue network name/identifier

Example: Provide a unique queue identifier/name here

Field Type: [a-z][0-9]

Queue Number:

Unique network queue number

Example: This number is to be dialed in order to access the queue

Field Type: [0-9]

Max Callers:

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

Example:  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 PBXware 'Redirect Extension' number.

Field Type: [0-9]

Rings to Answer:

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

Example: Rather then just 'falling' into a queue and hearing the queue greeting message, play the ringing sound to caller first.

Field Type: [0-9]

Agents:

A list of all PBXware agents that can act as a queue members (e.g. SIP/1001 - John Doe).

Example: From this list select the queue agent and press the 'Add Agent' button. This will add selected agent to queue member list.

Field Type: Select box

Skill Set:

Prioritize which members are called by the system more often. Higher the skill equals less calls assigned to the agent

Example: If agent X is more skilled then agent Y, naturally, you would like to pass more calls to agent X. Set this field for agent X to 1, and for agent Y to 2. Once a skill is set for an agent, you can see it in the members list separated by a comma(SIP/1001 - John Doe,1)

Field Type: [0-9]

Add Agent:

Assigns one of the available agents to a queue members list

Example: If you would like a local user, John Doe, to answer the queue calls, select his name from the agents list and click this button. John Doe will be assigned to queue members list

Field Type: Button

Members:

A list of all members answering the queue calls

Example: If user John Doe is assigned to answer the queue calls, with all calls trying to go to him first(skill set = 1), 'SIP/1001 - John Doe,1' is displayed among other users/extensions, agents and agent groups

Field Type: Select box

Remove Agent:

Removes user, agent or agent group from the queue member list

Example: If user John Doe is no longer to answer the queue calls, just select his name from the members list and click his button

Field Type: Button

NOTE:

Static Login: Agent can login/logout from his extension only and stay logged in until the static logout number is dialed by the Agent.

Dynamic Login: Agent can login from any extension and stay logged in as long as the connection is not hangup by the Agent.

Dynamic Callback Login: Agent can login from any extension and stay logged in until the dynamic callback logout number is dialed by the agent.

To do a static login dial:

*200 + $QUEUE_NUMBER (*2003001)

To do a static logout dial:

*201 + $QUEUE_NUMBER (*2013001)

To do a dynamic login dial:

*202 + $AGENT_NUMBER + AGENT_PIN (*2023001 + 1050)

Once a caller is in a queue, agent can set any proper, mobile or network number to dynamically login into queue by dialing:

To do a dynamic callback login do:

*203 + $AGENT_NUMBER + AGENT_PIN + EXTENSION (*2033001 + 1050)

To do a dynamic callback logout do:

*203 +  $AGENT_NUMBER + AGENT_PIN + # (*2033001)