Virtual Queues

Part of the VQ Plus Commercial Module

Overview

Virtual Queues are a feature of the VQ Plus commercial module. A virtual queue is used to override the settings of a real queue on a per-call basis. When a call flows through the virtual queue, the settings you have selected will be applied to a real queue later in the call flow. You can use a virtual queue as a destination in other modules, such as inbound routes or an IVR.

Navigating to Virtual Queues

• Log into the PBX GUI

• In the top menu go to Applications
  
  

• In the drop-down menu go to Virtual Queues

Creating a Virtual Queue

Click the New Virtual Queue button.

Open

General Tab

Open

Name

Provide a descriptive name for this virtual queue.

CID Name Prefix

The Caller ID prefix to prepend to the caller's name. Commonly used to help the agent know what queue the call came in through.

Alert Info

Alert info to add to the SIP header when sent to the agent. Commonly used to create some form of distinctive ring to the agent.

Music on Hold Class

Music class to play to callers while waiting for an agent, if different from the primary queue.

Join Announcement

Announcement to play to callers upon joining the queue.

Language

Language code to set for the channel. This is used in conjunction with the language sound files if other languages are installed on the system. It will default to the installed English sound files if none are present for the language code entered.

Max Wait Time

Maximum wait time for a caller, after which the call will exit the queue and be sent to the failover destination.

Queue Priority

Queue priority to use for this virtual queue. A normal queue has a priority of "0." Larger numbers have higher priority.

Queue Position

When set, the queue will attempt to insert this caller into the designated position within the queue.

Agent Announcement

Announcement to play to an agent upon answering a queue call, prior to bridging the caller.

Call Confirm Announcement

Announcement to be played to remote agents when answering a queue call to confirm they want to answer the call. This will override the queue setting as well as any Follow Me announcement the agent has set.

Initial Min Penalty

The minimum penalty an agent must have to be included in this virtual queue. This penalty can change dynamically if a queue rule is also applied.

Initial Max Penalty

The maximum penalty an agent must have to be included in this virtual queue. This penalty can change dynamically if a queue rule is also applied.

Queue Penalty Rules

Queue penalty rules, part of the generated queuerules.conf, allow the QUEUE_MIN_PENALTY and QUEUE_MAX_PENALTY to change as a caller ages in a queue. Make sure to set the initial min and max penalties above when using rules.

Destination

The destination to send the call to after this virtual queue instance. This is usually an actual queue, but may be an intermediate point in the call flow, with a queue further downstream.

Target Queue Destinations Tab

This tab lets you change the post-hangup destinations and the failover destinations for the target queue. By default, settings are "unchanged." Use the drop-down menus if you would like to make changes.

Post-Hangup Destinations

• Caller Post Hangup Destination: Where to send the caller upon the agent hanging up the call. Often used to send a caller to a post-call survey. This functionality requires the agent to be a normal extension, and requires the agent restrictions to be set to either "extensions only" or "no follow-me or call forward."

• Agent Post Hangup Destination: Where to send the agent upon the caller hanging up the call. This functionality requires the agent to be a normal extension, and requires the agent restrictions to be set to either "extensions only" or "no follow-me or call forward."

Fail Over Destinations

You can change the failover destination by using the drop-down menus for any of the failover types:

• FULL

• JOINEMPTY

• LEAVEEMPTY

• JOINUNAVAIL

• LEAVEUNAVAIL

Save

Click the Submit button, then click the Apply Config button.

Editing or Deleting a Virtual Queue

To Edit: Click the pencil button  for the virtual queue, make your changes, then click the Submit button followed by the Apply Config button.

To Delete: Click the trash button , click OK to confirm the deletion, and then click the Apply Config button.