Sangoma Phone Desktop Client Queues

Sangoma Phone Desktop Client Queues feature allows the user to use the queues and monitor the calls from the desktop app. It also provides additional options to control the calls and agents if the user has supervisor permissions.

Usage Requirements

PBX Modules

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

• Framework v15.0.37.8 or v16.0.40.10 (required)

• Manager v15.0.25 or v16.0.23 (required)

• Firewall v15.0.43 or v16.0.57.7 (required)

• Queues v15.0.39 or v16.0.28 (required)

• Sysadmin v15.0.33.15 or v16.0.41.25 (required)

• Restapps v15.0.42.10 or v16.0.36.10 (required)

• Sangoma Connect v15.0.59.15 or v16.0.47.16 (required)

• Sangoma RT API v15.0.55.22  or v16.0.49.25 (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.

Open

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.

Open

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

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

• Queue Call Control: Queue Call Control is a set of tools to manage queue calls. It includes capabilities to log in or log out dynamic agents, configure call priorities in the call waiting queue (options include Normal and Move to Top), answer calls from the call waiting list and assign call to a particular agent in the queue.

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 display those queues in which the user is a member. Here the user is given My Status permission by default, if the user is a member of at least one queue.
  
  

• 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.
  The Past Calls summary works as follows:
  Taken: Whenever a queue call is answered, the taken count will increase by one
  Missed: When a call comes to the queue and it rings out without anyone answering, the missed call count will increase by one. It will also increase in a special case where the queue call is assigned to an agent but the agent is not online.
  Abandoned: If the caller disconnects the call, then the abandoned count will increase by one
  
  

• Here also the user can perform login/logout/pause/resume/set pause reason actions only for him/herself. But if the logged in user have Queue Call Control permission, the user will be granted option to logout other logged in members.
  
  

• 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.
  
  

• If the logged in user have Queue Call Control Permission, additional options like configure call priorities (options include Normal and Move to Top), answer now and assign call to agent will be available.
  NB: Call Priority change options need asterisk version 18 or higher
  
  Answer Now: when answer now option is clicked, the call will be connected to the logged in user.
  Assign to Member: when a call is assigned to an agent, it will dial only for that agent.
  
  

• 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 supervisor permission (Detailed View or Queue Call Control) and Call Activity is configured with Monitor Permission, the following set of Call Monitoring options will be available. More details about Call Activity feature and its configuration can be found in this page
  
  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.

Limitations: 

• Calls:

  • When supervisor is trying to assign a queue call to an agent who is already in call, the assigned call will be drop and lost if Skip Busy Agents configuration in queues page is set to an option other than No

• Reports:

  • When we use the Answer Now or Assign to Member option in Sangoma Phone Desktop Client, the call will be taken out of the queue and will be handled by the Stasis App. Since we haven’t included this scenario in reports, the queue reports will show this call as Abandoned.

  • The queue call log for Answer Now and Assign to Member actions is stored in the location /var/log/asterisk/supervisor_queue_log.