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 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.
How to configure Advanced Queue features
Please refer to the below wiki to see the configuration steps for the advanced queue features.
Sangoma Phone Desktop Client Queues