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.
By default , Sangoma desktop client user will be able to view his own queues only as shown in below screenshot.
The Advanced queue license is an extra license we need to purchase on the top of soft phone users license to unlock the Advanced queue features in the Desktop client.
Advanced queue license has two types of licenses -
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 total number of queues monitored by the Supervisor.
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
1. Log into the Portal at https://portal.sangoma.com.
2. Click on the Store option in the left side menu.
Softphone with Queue advanced feature
If your system type is FreePBX then Click the Products tab in the horizontal menu to expand the products menu, mouse over FreePBX Systems and Software. Choose a Softphone License under Softphones category menu on the right, To purchase queue advanced features system should have Softphone license first.
Select and Increase the softphone license quantity based on your business needs, then press the Add button
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 filed, select and click on Next button
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
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.
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
You can see two advanced feature licensed listed here, add the license quantity as per your business needs and click on Add button
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
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.
Click on Your Cart button and press the Checkout button
Ensure your deployment ID on the reflected with correct ID along with quantity’s, then proceed with the payment part
Click on the Terms and Conditions box and click on the Process Order button to complete the order.
15. After purchasing the advanced feature license , update the license on your FreePBX system where you can access the advanced queue features. Navigate to sysadmin → Activation and press the Update Activation button.
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,
Once you click on PBXact Add Ons button, you will get pop up to search your system deployment id, so search and select it, then click on Next button
18. You will get selection add ons window, scroll down to find the Queue license and Supervisor license quantity, increase the license quantity as per your business need and click on Finish button to add them to cart
Go to Cart and click on checkout option to proceed with the payment
Click on the Terms and Conditions box and click on the Process Order button to complete the order.
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.