The following content only applies to FreePBX and PBXact platforms

Sangoma Phone Desktop Client Queues

2024-06-10- This group of features is in an Open Beta release

With Sangoma Connect module versions 17.0.1.31, 16.0.47.13 and 15.0.59.12, these features are free to use for all licensed Sangoma Phone desktop voice users.

The beta period will extend through the summer while we finalize development. In the coming weeks we’ll announce a date for the end of the beta period, after which these features will only be available with a separate licensing fee per user. License details and purchase instructions will be included in this announcement.

Usage Requirements

PBX Modules

Please find below minimum module versions to fulfill the dependency requirement for Sangoma Phone Desktop Client Queues..

  • Framework v15.0.36 or v16.0.39 (required)

  • Manager v15.0.20 or v16.0.17 (required)

  • Firewall v15.0.43 or v16.0.57.6 (required)

  • Queues v15.0.36 or v16.0.24 (required)

  • Sysadmin v15.0.29.19 or v16.0.31.5 (required)

  • Restapps v15.0.40.8 or v16.0.34.8 (required)

  • Sangoma Connect v15.0.56.15 or v16.0.44.15 (required)

  • Sangoma RT API v15.0.51  or v16.0.45 (required)

Admin Configuration

HTTPS Setup:

HTTPS setup is mandatory for queues to work. It can be set up from the System Admin page. The detailed wiki on how to configure HTTPS on FreePBX is available at this link.

Queue Configuration:

Queues can be configured from the Applications → Queues page. One can add/edit/remove the queues from here with different queue configurations.

Queue Permissions:

The queue permission settings for the Sangoma Phone Desktop Client are available under User Management → Edit User → Sangoma Talk → Sangoma Phone Desktop Client. Here one can select a queue and set permission for it.

These permissions determine the level of access the user has against each queue.

  • My Status: See your own queues, your stats, and let you log in, log out, and pause your queues. My Queues tab in Sangoma Phone Desktop Client will be visible only if you are a member of at least one queue with minimum My Status permission. This tab will list only the queues in which you are a member.

  • Detailed View: See queue stats for all members, and members' status in the Queues tab in Sangoma Phone Desktop Client.

  • Call Control: Call control is a set of tools to manage queue calls. It includes actions like monitor, whisper and barge.

Sangoma Phone Desktop Client

If the queues are configured properly and the permissions are set in userman, the queue tabs will become available in Sangoma Phone Desktop Client. 

  • The My Queues tab under the Talk tab will be visible if the user has basic queue permission, i.e. My Status.

  • Here the user can perform login/logout/pause/resume/set pause reason actions against individual queues or against all queues at a time.

     

  • The Queues tab will be visible if at least one queue permission is set to Detailed View and it will list all the queues with that permission. The All Queues option summarizes all the queue details.

  • Upon selecting a queue, a detailed view will be available in the right side panel. It will showcase member activity and calls waiting along with past calls summary.

  • Here also the user can perform login/logout/pause/resume/set pause reason actions only for him/herself.

  • The Calls Waiting tab will show all the calls waiting in the queue along with other details such as caller id, number and wait time.

  • When a queue call is answered by an agent it will be displayed against the member in the Member Activity tab.

  • If the user has Queue Call Control permission, following set of options will become available to the user once a call is answered by another member.

    Monitor  : The user can listen to the call without interfering.
    Whisper  : The user will be able to talk with the agent and vice versa. The customer on the call won't be able to hear the conversation between the user and the agent.
    Barge      : The user can join the call and talk with both the agent and the customer.

  • Users can set alerts based on the number of calls waiting or wait time. Alerts can be set by clicking on the three dots option available on the right side of All Queues option in the Queues tab.

  • The app sends the desktop notification if either one of the set alert conditions is met. The app will also show indications around the call waiting and wait time tabs.

Queue Stats Reset: 

If you want to set a schedule for how often your queue stats will zero out, this is done in the queues application.  Edit your queue, click reset queue stats, toggle stats reset to "yes" and set your schedule there.

 

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