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In case that character * is written behind name of item / section, it means that item (section) marked like this can be found in extended settings of the queue (extended settings is possible to display after clicking on the button Extended which is located in top-right corner of each queue).

Preview of window QueuesAnother possible webchat customization

Settings → Queues

1 - diplay also deactivated queues
2 - create a new queue (after click will be displayed menu with types of queue)
3 - detail or editing of queue
4 - access of operators to the queue
5 - relations to the queue
6 - clone queue (same as create a new queue - fields will be filled values from cloned queue)
7 - deactivate queue (add an operator to queue for reactivate the queue - see item 4)
8 - delete queue

Incoming queue

Incoming queue is intended for managing incoming calls. By clicking on the button Add new and choosing Incoming is possible to create new incoming queue. Items in queue's settings are described in following lines. 

Unique queue number - choose id number of the queue - number must be unique within the PBX numbering plan (it is recomended to assign a four-digit format). This number can not be changed later. 

Title - choose title of the queue (mandatory field).

Description - to this field can be written queue description.

Call steering description

Advanced settings

Form save time - time to save form. After this time expire, agent will be automatically set on pause Lazy

Prefix CID - prefix, which is displayed on the agent's phone before caller's telephone number (Example: If you used prefix "Sales", calls to this queue will be displayed on agent's phone as "Sales: caller's telephone number" on all extensions from this queue).

Record for operator * - record played to the agent before connection with client (after receiving the call). More records can be added in Settings → PBX → Advanced → System recordings

Record before join * - record played to clients before entering the queue. More records can be added in Settings → PBX → Advanced → System recordings

Record after join *

Ringtone - music or advertisement, which will be played to caller while waiting on queue.

  • ring - call will ringing until user answer the call
  • default - predefined music
  • none - silence
  • ringanswer

Max. waiting time - maximum time that the caller can wait on queue. After max. waiting time expire, call will jump to the Other application. The choice Unlimited means that the caller can wait for ever.

Max. count waiting * - maximal number of clients that can wait in the queue. 

Max. call time * - maximal duration of call. 

Enter to queue - select the conditions under which can caller enter the queue. If the caller does not comply the conditions, call will jump to the Other application.

Leave from queue - select the conditions under which can caller (who is waiting to enter the queue) be fired from queue. Unlike "Enter queue" this is applied before caller enter the queue.

Call last agent - if you choose Yes, at first will be tried to dial agent who last spoke to the currently calling client. 

Last agent hours - number of hours to the past in which can system find the last agent (fill in only if Yes is marked at item Call last agent). 

Automatic pause - if you choose Yes, system will automatically pause agent who rejected or did not answer the activity. 

Ring time - time in seconds in which agent has to answer the call. If agent do not answer the call in set time, call will be automatically redirected to the next agent. 

Wrapup time - time in seconds which is defining, after what time is possible to send new call to agent who currently finished another call. 

Record calls - if you choose Yes, calls in this queue will be recorded. 

Call busy agent - if you choose Yes, call can be directed even to agent who is currently handling the call. 

Auto answer * - once the call is directed to agent, call is directly answered. 

Priority * - if agent is logged to more incoming queues at the same time, call from queue with bigger priority will be directed to agent at first. 

Distribution strategy - activities distribution strategy for available users on the queue.

  • ALL - phone rings for group of users with lowest priority. If none user from this group did not answer the call, is not available, rejected the call or failed to answer the call (because of set time in item Ring time), the call will be directed to group of users with bigger priority. 
  • ALL PENALTY ORDER - continuous distribution by groups of priorities. After rejecting the call or after expiration of Ring time will call be directed to the next priority in order. 
  • LEAST RECENT - phone rings for user with lowest priority. If all users have same priority, the call is directed to user with longest inactivity, then is call redirected to user who is longest logged to the queue.
  • RANDOM WITH PENALTY GROUPS - distribution to random user that has the lowest penalty and does not have an attempt (or lowest number of attempts if all users have got attempts) of distributed activity. 

Multiple statuses * - if you choose Yes, it would be possible to choose multiple statuses within each activity on this queue. 

Missed - choose outgoing queue from which will be possible to dial phone number which previously unsuccessfully tried to call to the PBX.

Missed call back - choose time for which will be missed call displayed in list of missed calls (time after which will be record about missed call deleted).  

Periodic announcement

IVR menu jump - define jump to IVR menu. (example: "All agents are occupied, if you do not want to wait any longer, press one a we call you back..."). Next two items depend on choose of IVR record in this item. 

IVR repeat - choose time after which will be IVR record repeated. 

IVR immediately - IVR record will be played immediately in case that all agents are currently occupied. 

Position announcement - choose whether current position (in queue) of callers is announced. 

Position announcement repeat - choose time after which will be position repeated. 

Announcements language - choose announcements language (possibility auto can be also chosen).

Thresholds *

Treshold max time - red coloring in realtime panel or in wallboard at calls which are waiting to handle longer than they are supposed to.

Treshold free users - red coloring in realtime panel or in wallboards at users after their number drops below set number.

Treshold waiting calls - red coloring in realtime panel or in wallboards at calls if number of waiting is bigger tan set number. 

Forms

Select records - relevant only for outbounder queues.

Skip records - relevant only for outbounder queues.

Use record form - choose whether you want to use record form.

Campaigns - choose campaigns with which are this queue connected. 

Other applications

After exceeding Max. waiting time, Max. count waiting, Max. call time, after prohibited queue entry or after queue leaving will system continue on Target chosen in this item. 

Macro links * 

1 - it is possible to add macro link - choose its title, URL address and then click on the gray button Set details

  • Open - choose whether link will be opened
  • Unique - choose whether window / tab should have been unique (maximum of one window / tab will be opened)
  • Popup - choose whether link should have been opened in new window (if you choose Yes, size of window is possible to define)

2 - after clicking on this button is possible to add new macro link
3 - after clicking on this button will be macro link deleted

Tickets

Category - choose ticket's category to which will be calls from this queue added as default.

In case that character * is written behind name of item / section, it means that item (section) marked like this can be found in extended settings of the queue (extended settings is possible to display after clicking on the button Extended which is located in top-right corner of each queue).

Outgoing queue

Outgoing queue is intended for individual outgoing calls. By clicking on the button Add new and choosing Outgoing is possible to create new outgoing queue. Items in queue's settings are described in following lines. 

Settings → Queues → Add new → Outgoing

1 - choose id number of the queue - number must be unique within the PBX numbering plan (it is recomended to assign a four-digit format), this number can not be changed later
2 - choose title of the queue (mandatory field)
3 - time in seconds for handling the form (after expiration of set time will be user automatically set on pause Lazy; only if statuses or form are set on the queue)
4 - calls from this queue are presented by this phone number
5 - time after which is possible to send another call on agent
6 - calls from this queue can be also recorded
7 * - if you choose Yes, more than one state can be chosen
8 - if you choose Yes, it would be possible to choose which record you want to handle
9 - Yes - permission of skipping loaded record; No - loaded record is necessary to handle without possibility of skipping it
10 - choose whether outgoing queue's form should have been displayed
11 * - it is possible to add macro link - choose its title, URL address and then click on the gray button Set details

  • Open - choose whether link will be opened
  • Unique - choose whether window / tab should have been unique (maximum of one window / tab will be opened)
  • Popup - choose whether link should have been opened in new window (if you choose Yes, size of window is possible to define)

12 * - after clicking on this button is possible to add new macro link
13 * - after clicking on this button will be macro link deleted
14 - choose queue to which will be calls from this queue added as default

In case that character * is written behind name of item / section, it means that item (section) marked like this can be found in extended settings of the queue (extended settings is possible to display after clicking on the button Extended which is located in top-right corner of each queue).

Outbounder queue

Outbounder queue is intended for calling phone numbers which are loaded in records. By clicking on the button Add new and choosing Outbounder is possible to create new outbounder queue. Items in queue's settings are described in following lines. 

Unique queue number - choose id number of the queue - number must be unique within the PBX numbering plan (it is recomended to assign a four-digit format). This number can not be changed later. 

Title - choose title of the queue (mandatory field).

Description - to this field can be written queue description.

Advanced settings

Form load time - time for agent to read the form before call begins. After expiring set time will be agent automatically set on pause Lazy

Form save time - time in seconds for handling the form. After expiring set time will be agent automatically set on pause Lazy.

Outbound number - calls from this queue are presented by this phone number. 

Slob - time in seconds which determines after which time agent should have loaded next call. If not, agent will be automatically set on pause Lazy

Record calls - calls can be also recorded. 

Multiple statuses * - if you choose Yes, it would be possible to choose multiple statuses within each activity on this queue. 

Forms

Select records - it is possible to choose which outbounder record you want to handle ().

Required login - if agent want to load records from this queue, he has to be logged to this queue.

Skip records - determines whether is possible to skip currently loaded record (skip means that it is not necessary to call the record). If skipping record is not allowed, it is necessary to call the record. 

Change user - allows to reschedule records to another user.

Sort type - sorting of records in the queue. Newest - records imported as last will be offered to handle as first. Oldest - records imported as first will be offered to handle as first.

Records redistribution - distribution of rescheduled records. If agents are busy, the call will be scheduled to later.

Macro links * 

1 - it is possible to add macro link - choose its title, URL address and then click on the gray button Set details

  • Open - choose whether link will be opened
  • Unique - choose whether window / tab should have been unique (maximum of one window / tab will be opened)
  • Popup - choose whether link should have been opened in new window (if you choose Yes, size of window is possible to define)

2 - after clicking on this button is possible to add new macro link
3 - after clicking on this button will be macro link deleted

Tickets

Category - choose ticket's category to which will be calls from this queue added as default.

In case that character * is written behind name of item / section, it means that item (section) marked like this can be found in extended settings of the queue (extended settings is possible to display after clicking on the button Extended which is located in top-right corner of each queue).

Web chat queue

Web chat queue is intended for chatting with clients directly on your web page. By clicking on the button Add new and choosing Web chat is possible to create new chat queue. To make web chat working properly is necessary to insert HTML code (the code can be found in SettingsQueues → web chat queue → column Relations  → button HTML) to HTML source code of your web page. If you are using your own template, it is still necessary to insert this piece of code: #daktela-chat #daktela-chat-image { display: none; }

Unique queue number - choose id number of the queue - number must be unique within the PBX numbering plan (it is recomended to assign a four-digit format). This number can not be changed later. 

Title - choose title of the queue (mandatory field).

Description - to this field can be written queue description.

Advanced settings

Working time - choose time group in which will chat be online (after expiration of working time will chat be offline even in case that agents are logged to the chat). Detail of time group can be seen (or edited) in Settings → PBX → Time groups.

Form save time - time in seconds for handling the form. After expiring set time will be agent automatically set on pause Lazy. This item works only in case that statuses are set on the queue. 

Call last agent - if you choose Yes, at first will be tried to "dial" agent who ended chat as last.

Last agent hours - number of hours to the past in which can system find the last agent (fill in only if Yes is marked at item Call last agent). 

Language - choose language in which chat conversation will take place. 

Automatic pause - if you choose Yes, to agent who refused (or did not answer) the chat will be automatically set pause Lazy.

Allow NPS survey

Wrapup time - time in seconds which is defining, after what time is possible to send new chat to agent who currently finished another chat.

Welcome title

Welcome text - welcome text displayed to client after starting the chat (text will be displayed even if agent is not logged to the chat yet).

Inputs mandatory - choose whether is necessary for client to fill in fields with contact informations before starting the chat. 

Hide operators name - if you choose possibility Yes, in chat will be displayed text "operator" instead of agent's name. If you choose No, in chat will be displayed agent's name according to list of users. 

Distribution strategy - activities distribution strategy for available users on the queue.

  • ALL - phone rings for group of users with lowest priority. If none user from this group did not answer the call, is not available, rejected the call or failed to answer the call (because of set time in item Ring time), the call will be directed to group of users with bigger priority. 
  • ALL PENALTY ORDER - continuous distribution by groups of priorities. After rejecting the call or after expiration of Ring time will call be directed to the next priority in order. 
  • LEAST RECENT - phone rings for user with lowest priority. If all users have same priority, the call is directed to user with longest inactivity, then is call redirected to user who is longest logged to the queue.

Multiple statuses *if you choose Yes, it would be possible to choose multiple statuses within each activity on this queue. 

Requirement settings *

Email - to this field write email address to which will be sent unanswered chats. 

Wait time - time for which will be activity processed before it goes on according to chosen distribution strategy.

Sleep time

Priority - if agent is logged to more web chat queues, the activity from queue with bigger priority will be directed to agent as first.

Macro links * 

1 - it is possible to add macro link - choose its title, URL address and then click on the gray button Set details

  • Open - choose whether link will be opened
  • Unique - choose whether window / tab should have been unique (maximum of one window / tab will be opened)
  • Popup - choose whether link should have been opened in new window (if you choose Yes, size of window is possible to define)

2 - after clicking on this button is possible to add new macro link
3 - after clicking on this button will be macro link deleted

Design

Window color - chat window color has to be written in hexadecimal system (color of upper bar and sending button). 

Window design - choose your chat design among predefined designs.

Window grayscale - it is also possible to choose window grayscale.

Window position - whether the chat will be placed left or right. 

Bubble

Bubble color - color of chat bubble has to be written in hexadecimal system.

Bubble image - image will be displayed above the bubble.

Bubble timeout - after which time since page loaded will be chat bubble displayed.

Bubble title - enter title of chat bubble to this field. 

Bubble text - text which will be contained in the bubble.  

1 - bubble image
2 - bubble title
3 - bubble text

Tickets

Category - choose ticket's category to which will be chats from this queue added as default.

Placing chat to the web

To use web chat is necessary to place HTML code which is generated after creating web chat queue to source of your web page. This HTML code can be displayed in Settings → Queues → appropriate web chat queue → column Relations → button HTML

After clicking on the button HTML will be opened window with code and instructions where exactly should code be placed.


Another possible webchat customization (custom design, advanced parameters, ..) is described in the original v4 documentation here (Czech language only) Správa front#Vlastní design a klientská část

Another possible webchat customization (custom design, advanced parameters, ..) for versions higher than 6.16.0 is described here Web chat a Click to call.


In case that character * is written behind name of item / section, it means that item (section) marked like this can be found in extended settings of the queue (extended settings is possible to display after clicking on the button Extended which is located in top-right corner of each queue).

Email queue

Unique queue number - choose id number of the queue - number must be unique within the PBX numbering plan (it is recomended to assign a four-digit format). This number can not be changed later. 

Title - choose title of the queue (mandatory field).

Description - to this field can be written queue description.

Advanced settings 

User name - name of agent in email server. 

Address - displayed email address of agent. This email address must be identical with address entered to the fields Name

Signature *

Signature template - while writing email is to its end automatically placed template. The template must be Email sign type. 

NPS survey template

Wrapup time - time in seconds which is defining, after what time is possible to send new activity to agent who currently finished another activity.

Multiple statuses * - if you choose Yes, it would be possible to choose multiple statuses within each activity on this queue. 

Requirement settings * 

Wait time - time for which will be activity processed before it goes on according to chosen distribution strategy.

Sleep time - 

Priority - if agent is logged to more queues, the activity from queue with bigger priority will be directed to agent as first.


Incoming mail server

Protocol:

  • POP3 - internet protocol which is commonly for downloading email messages from remote server to email client (MS Outlook, Mozilla Thunderbird, etc.).  
  • IMAP - unlike POP3 protocole is IMAP optimalized for working in long-term mode when emails are saved on server and downloaded when needed (differences also contain support of work with more logged agents simultaneously, saving message states on server, support of more folders and checking of messages on server).

Server - address of incoming mail server. This address will be supplied by administrator of your email server (format: pop3/imap.address of existing server - pop3.google.com, etc.). 

Name - login name of your existing email account from which you want to download incoming messages to the queue (will be supplied by administrator of your email server).

Password - password for above mentioned email account.

SSL - this protocol is mostly used for secure communication with web servers using HTTPS which is secure version of HTTP protocol. After creation of SSL connection is communication between server and client encrypted.

Outgoing mail SMTP server

Server - format: smtp.address of existing server (e.g. smtp.google.com).

Name - login name of your existing email account from which you want to download outgoing messages to the queue (will be supplied by administrator of your email server).

Password - password for above mentioned email account. 

Port

  • 25 - unsecure connection
  • 465 - encrypted connection SSL
  • 587 - encrypted connection MSA

Tickets

Category - choose ticket's category to which will be emails from this queue added as default.

Respond - each incoming email in this queue will be automatically answered by template, e.g. your request was processed and will be answered within 48 hours.

Exclude emails - email addresses to which respond will not be sent. It is possible to enter only part of  the address (domain). 

In case that character * is written behind name of item / section, it means that item (section) marked like this can be found in extended settings of the queue (extended settings is possible to display after clicking on the button Extended which is located in top-right corner of each queue).

SMS queue

Unique queue number - choose id number of the queue - number must be unique within the PBX numbering plan (it is recomended to assign a four-digit format). This number can not be changed later. 

Title - choose title of the queue (mandatory field).

Description - to this field can be written queue description.

Advanced settings

Api token - this field is pre-filled by Daktela.

Working time - choose time group in which will be possible to start SMS chats (after expiration of working time will no be possible to start SMS chat). Detail of time group can be seen (or edited) in Settings → PBX → Time groups.

Closed hours template - in case that client would send you SMS outside working time, it possible to automatically respond by predefined template. Template can be defined in Settings → Templates and must be SMS type.

Call last agent - if you choose Yes, at first will be tried to "dial" agent who ended SMS chat as last.

Last agent hours - number of hours to the past in which can system find the last agent (fill in only if Yes is marked at item Call last agent). 

Automatic pause - if you choose Yes, to agent who refused (or did not answer) the chat will be automatically set pause Lazy.

Wrapup time - time in seconds which is defining, after what time is possible to send new chat to agent who currently finished another chat.

Distribution strategy - activities distribution strategy for available users on the queue.

  • ALL - phone rings for group of users with lowest priority. If none user from this group did not answer the call, is not available, rejected the call or failed to answer the call (because of set time in item Ring time), the call will be directed to group of users with bigger priority. 
  • ALL PENALTY ORDER - continuous distribution by groups of priorities. After rejecting the call or after expiration of Ring time will call be directed to the next priority in order. 
  • LEAST RECENT - phone rings for user with lowest priority. If all users have same priority, the call is directed to user with longest inactivity, then is call redirected to user who is longest logged to the queue.

Multiple statuses * - if you choose Yes, it would be possible to choose multiple statuses within each activity on this queue. 


Requirement settings *

Wait time - time for which will be activity processed before it goes on according to chosen distribution strategy.

Macro links * 

1 - it is possible to add macro link - choose its title, URL address and then click on the gray button Set details

  • Open - choose whether link will be opened
  • Unique - choose whether window / tab should have been unique (maximum of one window / tab will be opened)
  • Popup - choose whether link should have been opened in new window (if you choose Yes, size of window is possible to define)

2 - after clicking on this button is possible to add new macro link
3 - after clicking on this button will be macro link deleted

Tickets

Category - choose ticket's category to which will be SMS messages from this queue added as default.

SMS

SMS type - this field is automatically filled in by Daktela.

Number prefixes - within help of asterisk syntax, define exemplars for supplying international codes which are necessary for correct processing of phone number.

Allow diacritic - choose whether messages can contain diacritic or not.

Delivery receipt - choose whether you want to send delivery receipt.

Sender - phone number (identification) of sender (PBX). 

Priority - if agent is logged to more queues, the activity from queue with bigger priority will be directed to agent as first.

In case that character * is written behind name of item / section, it means that item (section) marked like this can be found in extended settings of the queue (extended settings is possible to display after clicking on the button Extended which is located in top-right corner of each queue).

Messenger queue

Unique queue number - choose id number of the queue - number must be unique within the PBX numbering plan (it is recomended to assign a four-digit format). This number can not be changed later. 

Title - choose title of the queue (mandatory field).

Description - to this field can be written queue description.

Advanced settings

Working time - choose time group in which will be possible to start Messenger chats (after expiration of working time will no be possible to start Messenger chat). Detail of time group can be seen (or edited) in Settings → PBX → Time groups.

Closed hours template - in case that client would send you message outside working time, it possible to automatically respond by predefined template. Template can be defined in Settings → Templates and must be Messenger type.

Call last agent - if you choose Yes, at first will be tried to "dial" agent who ended messenger chat as last.

Last agent hours - number of hours to the past in which can system find the last agent (fill in only if Yes is marked at item Call last agent). 

Automatic pause - if you choose Yes, to agent who refused (or did not answer) the chat will be automatically set pause Lazy.

Wrapup time - time in seconds which is defining, after what time is possible to send new chat to agent who currently finished another chat.

Distribution strategy - activities distribution strategy for available users on the queue.

  • ALL - phone rings for group of users with lowest priority. If none user from this group did not answer the call, is not available, rejected the call or failed to answer the call (because of set time in item Ring time), the call will be directed to group of users with bigger priority. 
  • ALL PENALTY ORDER - continuous distribution by groups of priorities. After rejecting the call or after expiration of Ring time will call be directed to the next priority in order. 
  • LEAST RECENT - phone rings for user with lowest priority. If all users have same priority, the call is directed to user with longest inactivity, then is call redirected to user who is longest logged to the queue.

Multiple statuses * - if you choose Yes, it would be possible to choose multiple statuses within each activity on this queue. 

Requirement settings *

Wait time - time for which will be activity processed before it goes on according to chosen distribution strategy.

Macro links * 

1 - it is possible to add macro link - choose its title, URL address and then click on the gray button Set details

  • Open - choose whether link will be opened
  • Unique - choose whether window / tab should have been unique (maximum of one window / tab will be opened)
  • Popup - choose whether link should have been opened in new window (if you choose Yes, size of window is possible to define)

2 - after clicking on this button is possible to add new macro link
3 - after clicking on this button will be macro link deleted

Tickets

Category - choose ticket's category to which will be messages from this queue added as default.

Facebook

Facebook page URL (link) - fill in this field by URL link to your Facebook page (mandatory field).

Facebook page ID - unique identifier of your Facebook page. This field will be filled in automatically. 

Facebook page name - this field will be filled in automatically. 

Facebook authorized

Facebook page authorizer

In case that character * is written behind name of item / section, it means that item (section) marked like this can be found in extended settings of the queue (extended settings is possible to display after clicking on the button Extended which is located in top-right corner of each queue).

Dialer queue

Unique queue number - choose id number of the queue - number must be unique within the PBX numbering plan (it is recomended to assign a four-digit format). This number can not be changed later. 

Title - choose title of the queue (mandatory field).

Description - to this field can be written queue description.

Advanced settings

Enabled - if you choose No, this feature can be quickly turned off and new calls will not be dialed. Call that are already being dialed are not automatically terminated. 

Working time - choose time group in which will be calls dialed.

Prediction pause time - choose length of pause which will take place after ending the call. Example: Prediction pause time is set on 60 seconds and clients are usually answering the call after 20 seconds. It means that 40 seconds after ending of last call will be dialed new call for same agent. 

Calls per operator - number of calls per agent can be chosen within two ways:

  • choose exact number of calls which will be dialed for each idle operator,
  • Dynamic - intelligent algorithm dynamically changes number of dialed calls according to current success rate of answered calls.

Form save time - time in seconds for handling the form. After expiring set time will be agent automatically set on pause Lazy.

Outbound number - phone number by which are calls from this queue presented.

Record before join * - record played to clients before entering the queue. More records can be added in Settings → PBX → Advanced → System recordings

Record after join *

Ringtone - music or advertisement, which will be played to caller while waiting on queue (client starts waiting on queue in case that no free agent is currently available):

  • ring - call will ringing until user answer the call
  • default - predefined music
  • none - silence
  • ringanswer - 

Max. waiting time - maximum time that the caller can wait on queue. After max. waiting time expire, call will jump to the Other application. The choice Unlimited means that the caller can wait for ever. Client starts waiting on queue in case that no free agent is currently available. 

Record calls - if you choose possibility Yes, calls will be recorded.

Multiple statuses * - if you choose Yes, it would be possible to choose multiple statuses within each activity on this queue. 

Forms

Select records

Skip records

Sort type - sequence in which will be chosen free records with form to load:

  • Oldest - records created/imported as first will be offered to load as first,
  • Newest - records created/imported as last will be offered to load as first,
  • Random - records to load will be offered randomly.

Records redistribution - choose whether will be possible to redistribute rescheduled records to various agents after expiration of time limit (these agents must have rights on each other).

Robot settings

Beeping - agent will hear beep in earphone if new call exists.

Max. ring time - time in seconds in which client has to answer the call.

Max. attempts - how many times will be tried to call the client after previous unsuccessful attempts.

Delay time - time interval between attempts.

Busy status - choose call status by which should have been call marked, if client is occupied.

Reject status - choose by which call status will be call marked, if client rejected the call.

Hangup status dialer - choose by which call status will be call marked, if dialer hangs up the call. This call status will be also used in case of exceedance of max. ring time or max. waiting time.

Hangup status customer - choose by which call status will be call marked, if client hangs up the call.  

Other applications

After exceeding Max. waiting time, Max. count waitingMax. call time, after prohibited queue entry or after queue leaving will system continue on Target chosen in this item. 

Macro links * 

1 - it is possible to add macro link - choose its title, URL address and then click on the gray button Set details

  • Open - choose whether link will be opened
  • Unique - choose whether window / tab should have been unique (maximum of one window / tab will be opened)
  • Popup - choose whether link should have been opened in new window (if you choose Yes, size of window is possible to define)

2 - after clicking on this button is possible to add new macro link
3 - after clicking on this button will be macro link deleted

Settings of profiles for a queue

After clicking on the button Change (located in column Agents) at appropriate queue will be opened page in which is possible to determine agents who are allowed to use the queue and type of their logining to the queue. 

SettingsQueues → column Agents → button Change

1 - by checking the checkbox is possible to determine profiles with access to the queue (profiles can be edited in SettingsUsersProfiles)
2 - number of agents with the profile
3 - only at incoming queue - determines profiles at which will be phone ringing first (10 - first, 1 - last)
4 - defines type of login for appropriate profile
5 - described types of login

Relations

Relations are allowing you to set everything that relates to the queue.

Groups

After clicking on the button Groups in column Relations is possible to add the queue to group (using checkbox). Groups can be created in Settings → Groups and are useful for example while searching statistics.

QA Forms

After clicking on the button QA forms in column Relations is possible assign QA forms to the queue. QA forms can be created in Settings → QA forms.

Statuses

After clicking on the button Statuses in column Relations is possible to choose statuses which will be available to use on the queue. 

Form

After clicking on the button Form in column Relations will be opened window intended for creation of form. Forms can be created only at call queues (which means that forms can not be used at email, chat and sms queues). Using form is possible to write down informations about call. It is certainly possible to create different form for each queue. It is also possible to distinguish mandatory and non mandatory fields.

Settings → Queues → column Relations → button Form

1 - at first is necessary to drag the container to empty space (bounded by grey frame) because form fields are placed to this container (it is possible to use more containers) 
2 - when container is ready, it is possible to drag form fields to its empty space
3 - title of the container
4 - number of columns for form fields
5 - to this field can be written question which agent should say for gaining informations which the field requests (in form will be this question displayed after hovering your mouse over the question mark icon)
6 - choose whether the field is mandatory to fill in
7 - choose whether the field will be displayed in list
8 - choose whether the field will be hidden for agents
9 - choose whether the field is intended for reading only
10 - after clicking on this button will be container deleted
11 - edit the field
12 - clone the field
13 - remove the field from container
14 - after clicking on this button is possible to create new field
15 - edit the field
16 - clone the field
17 - delete the field

Create new form field

After clicking on the button Add new (marked by number 14 on picture above) is possible to create new field. 

Settings → Queues → column Relations → button Form → button Add new

1 - title of the field
2 - this field is filled in automatically according to item Title (above) and it is not possible to change it later
3 - choose type of field (text, checkbox, radio, etc.)
4 - choose whether it will be possible to save more values to the field
5 - each field can have defined its own regular expression

Templates

After clicking on the button Templates in column Relations is possible to choose usable templates. Templates are useful while writing frequently used phrases in emails, chats or SMS messages. Templates can be also created and it is possible choose more templates at one queue (by checkboxes).

Blacklists

After clicking on the button Blacklists in column Relations will be opened page with blacklist databases. Blacklist databases can be created only at call queues. It is then for example possible to separate blocked numbers on incoming and outgoing. At each database is possible to choose whether it is active or not (by checkbox). If is blacklist database active on the queue, number contained in the database will not be able to call to PBX using the queue (on which is blacklist database active).

Settings → Queues → column Relations → button Blacklists

1 - after clicking on this button is possible to create new blacklist database
2 - after clicking on this button can be blacklist database edited
3 - after clicking on this button is possible to delete the blacklist database
4 - by checkbox is possible to activate / deactivate blacklist database on the queue

Databases

After clicking on the button Databases in column Relations will be opened window with settings of databases on the queue. Databases can be created only at outbounder and dialer queues. Thanks to databases is not necessary to have more queues for different groups of clients. Only one queue is enough and clients can be divided to databases. At each database is possible to choose whether it is active or not. If database is active, its records can be loaded and called. Record will be added to database while its creating.

Settings → Queues → column Relations → button Databases

1 - after clicking on this button is possible to create new database
2 - free - number of records in database that are waiting for loading; rescheduled - number of rescheduled records; total - total number of records in database (even completed records)
3 - percent number of answered calls
4 - determines whether the database is active or not
5 - after clicking on this button is possible to edit the database
6 - after clicking on this button can be database deleted

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