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. Example if you have purchased 5 queues license then the 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

1. FreePBX

   1. To Purchase Softphone with Queue Advanced feature license FreePBX -How to purchase Softphone and Advanced Queue license

   2. To Purchase Only Queue Advanced Feature License FreePBX -How to purchase Advanced Feature license

2. PBXact

   1. To Purchase Only Queue Advanced Feature License PBXact-How to purchase Queue Advanced license

How the Advanced Queue License Works

How to configure Advanced Queue features Sangoma Phone Desktop Client Queues

FAQ

1.How Many Queue and Supervisor license is needed for 100 Extension with 10 Queues and 5 supervisor?

• For 100 extensions with 10 queues and 5 supervisors, here is the calculation:

  • Supervisor Licenses Needed: You require 5 supervisor licenses.

  • Queue Licenses Needed: You require 10 queue licenses for to monitor the 10 queues from the supervisor.

  • Cost Breakdown:

    • Supervisor License Cost: $6/license × 5 licenses = $30

    • Queue License Cost: $60/license × 10 licenses = $600

  • Total Cost: The total cost for the required licenses will be: $630.