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Introduction
The PBX Queue module is designed to optimize the management of incoming call traffic by providing comprehensive tools for efficient call distribution and oversight. This module supports a range of features that help organizations manage high volumes of calls, reduce wait times, and enhance the overall customer experience.
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FreePBX Softphones - Supervisor License
The Supervisor license is for to controlling and monitoring the queue calls.
Call controlling options -Offers robust control over call flow within queues.
Prioritizing calls in the queue (e.g., moving calls to the top).
Answering calls directly from the queue, and
Assigning specific calls to agents.
Call Monitoring option- advanced call monitoring features.
Monitor: Listen in on live calls for quality assurance or training purposes.
Whisper: Privately speak to agents during a call without the customer hearing, providing real-time guidance.
Barge: Join active calls to provide immediate assistance or intervention.
FreePBX Softphones - Queue License
The queue license allows supervisors to monitor queues. Therefore, a supervisor license is mandatory to enable queue monitoring.
The total number of queues that can be monitored by the Supervisorcorresponds to the number of queue licenses purchased. For example, if you have purchased 5 queue licenses, each supervisor can monitor up to 5 queues.
Benefits of purchasing the advanced Queue license and Supervisor Licenses
Purchasing the Queue and Supervisor licenses is essential for businesses aiming to:
Enhance Operational Efficiency: The Queue license empowers agents and managers to handle call traffic with precision, reducing customer wait times and increasing satisfaction.
Strengthen Management Oversight: The Supervisor license ensures supervisors can monitor, coach, and support agents effectively, maintaining service quality and addressing complex call situations as they arise.
Improve Customer Experience: By equipping staff with tools for better call handling and real-time assistance, customers receive prompt and knowledgeable service, fostering trust and loyalty.
How to Purchase the License
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1. Log into the Portal at https://portal.sangoma.com.
2. Click on the Store option in the left side menu.
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Softphone with Queue advanced feature
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Ensure the purchased quantity is reflected, if you still need to increase the license quantity you can change it here, once done press Next button
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Once you clicked on Next button, you will get Advanced features option to add, so you can select the license quantity as per your business needs and click on Finish button to add this license to cart, once done now you can follow step number 12.
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Advanced Feature license
If your system already has the softphone license and need to purchase only Advanced features ,then follow the below steps as mentioned in the screen shot
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You can see two advanced feature licensed listed here, add the license quantity as per your business needs and click on Add button
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Once you press add button, you will get wizard pop-up where you can add your system deployment ID by searching, once you found deployment id under search field, select and click on Next button
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If you want to change the license quantity as per your business needs, you can modify and click on Finish button to add this license to cart, once done now you can follow step number 12.
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Click on Your Cart button and press the Checkout button
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Ensure your deployment ID on the reflected with correct ID along with quantity’s, then proceed with the payment part
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Click on the Terms and Conditions box and click on the Process Order button to complete the order.
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Queue Advanced license for PBXact Deployments
If your system type is PBXact then Click the Products tab in the horizontal menu to expand the products menu, mouse over PBXact. Choose a PBXact Add Ons under PBXact category menu on the right,
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Go to Cart and click on checkout option to proceed with the payment
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Click on the Terms and Conditions box and click on the Process Order button to complete the order.
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After purchasing the Advanced features license , update the license on your PBXact system where you can access the advanced queue features. Navigate to sysadmin → Activation and press the Update Activation button.
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for FreePBX Systems
Please refer to the below wiki for the steps to purchase license for the FreePBX systems.
How to Purchase Softphone with Queue Advanced feature license -
FreePBX -How to purchase Softphone and Advanced Queue license
How to Purchase Only Queue Advanced Feature License -
FreePBX -How to purchase Advanced Feature license
How to Purchase the License for PBXact Systems
PBXact systems by default comes with the soft phone license, please refer to below wiki to Purchase Only Queue Advanced Feature License.
PBXact-How to purchase Queue Advanced license
How the Advanced Queue License Works
Supervisor License
A Supervisor License is required for each user (softphone) who wants to monitor the queues and manage the calls.
Queue License
Queue Licenses determine the max number of queues that can be monitored by the supervisors.
Example License Calculation-1
For 1,000 extensions with 10 queues and 5 supervisors, the calculation is as follows:
Supervisor Licenses Needed: 5 supervisor licenses are required.
Queue Licenses Needed: 10 queue licenses are needed to monitor the 10 queues.
Cost Breakdown per year :
Supervisor License Cost: $6/license × 5 licenses = $30
Queue License Cost: $60/license × 10 licenses = $600
The total cost for the required licenses is $630.
Example License Calculation-2
For 100 extensions with 10 queues, 5 supervisors, and each supervisor monitoring (managing) no more than 3 queues, the calculation is as follows:
Supervisor Licenses Needed: 5 supervisor licenses are required.
Queue Licenses Needed: 3 queue licenses are needed to monitor the queues.
Cost Breakdown per year :
Supervisor License Cost: $6/license × 5 licenses = $30
Queue License Cost: $60/license × 3 licenses = $180
The total cost for the required licenses is $210.
Example License Calculation-3
For 50 extensions with 4 queues and 2 supervisors, the customer is using 2 queues with a beta license. To migrate to the licensed version, how many queue and supervisor licenses need to be purchased? The calculation is as follows:
Supervisor Licenses Needed: 2 supervisor licenses are required.
Queue Licenses Needed: 4 queue licenses are required, (beta license is not counted in licensed version.
Cost Breakdown per year :
Supervisor License Cost: $6/license × 2 licenses = $12
Queue License Cost: $60/license × 4 licenses = $240
The total cost for the required licenses is $252.
Example License Calculation-4
For 50 extensions with 5 queues and no need for supervisors, as they are not planning to perform any supervisory operations, do they need to purchase a supervisor license? Or can they monitor the queue with only a queue license? The calculation is as follows:
Supervisor Licenses Needed: At least one supervisor license is required to monitor the queue, as queue monitoring cannot be enabled for users without a supervisor license.
Queue Licenses Needed: 5 queue licenses are required.
Cost Breakdown per year :
Supervisor License Cost: $6/license × 1 licenses = $6
Queue License Cost: $60/license × 5 licenses = $300
The total cost for the required licenses is $306.
How to configure Advanced Queue features
Please refer to the below wiki to see the configuration steps for the advanced queue features.