Queues

In Issabel PBX, a queue is a system feature used to efficiently manage and distribute incoming calls to a group of agents or extensions. It is a vital component for call Contact Centers or any organization that handles a high volume of incoming calls, as it ensures that callers are routed to the appropriate agents in a structured and organized manner.

How do queues work in Issabel PBX?

1. Call flow:

• A caller dials a number routed to a queue (via an inbound route or IVR).
• The caller is placed in the queue if no agents are immediately available.
• Based on the queue configuration, the system determines which agent will handle the call.

2. Queue ads:

• Periodic announcements can keep callers informed of their position in the queue or provide estimated wait times.
• These announcements can be personalized recorded messages.

3. Agent Assignment:

• Agents can be assigned to multiple queues and calls are routed to them based on the queue strategy.

Queues configuration

Configuring queues is essential for proper use of Issabel Contact Center, as it helps manage both incoming and outgoing calls efficiently, ensuring that customers are served in the proper order and by the correct agents. Additionally, you will be able to create a system that ensures calls are handled smoothly and professionally.

First of all, it is necessary to enter the PBX administration interface with an account that has administration permissions. In the sidebar list it is necessary to open the PBX drop-down menu and select the PBX Configuration option.
Once there, within the menus of the top bar, you must display the Applications option and select the Queues option.

Parámetros principales:

A form for creating a queue will appear. Below are the most important parameters to create and configure queues in Issabel PBX.

• Queue Name: Refers to a descriptive name for the queue, to facilitate identification (for example, "Technical Support").
  
• Queue number: Sets a number that will identify the queue.
• Description: It is a brief detail that explains the function of the queue.
• Select Agents: You can add the agents that will be available to answer the calls from the queue to be created. This can be done by selecting the previously created extensions. Agents can be assigned statically and dynamically.
• Distribution Strategy: Parameter in which the call distribution strategy can be selected (for example, "Rounds", "More Calls" or "Lower Waiting Time").
• Maximum Number of Calls Waiting: It is possible to set a limit for waiting calls to avoid overflowing the queue.
• Waiting Time: Defines a maximum time that calls can wait in the queue before they are offered the option to leave a message or be redirected.
• Welcome Messages: Recording with a message that will be played when a call enters the queue.
• Music on Hold: It is possible to select or upload music to play for calls while they wait to be answered by an agent in the queue.

Use cases for queues in Issabel PBX:

• Customer service: A dedicated queue can be added for support calls to ensure that customers are directed to the appropriate support agents.
• Sales Departments: It is also possible to add multiple queues for different products or services, each with specialized agents.
• Multi language support: Also, it is very useful to have separate queues for different languages, each manned by agents who are fluent in the respective language.
• High call volume management: Multiple queues can be created for the same purpose, which are essential for efficiently handling peak call times without overwhelming agents.

Benefits of Queues:

• Greater customer satisfaction: Organized call handling minimizes wait times and ensures customers are connected to the right agents.
• Greater agent productivity: Calls are distributed efficiently, avoiding agent overload or downtime.
• Scalability: Queues can grow with the organization, accommodating more agents or additional queues as needed.
• Detailed reports: Real-time monitoring and historical reports provide insight into call volume, agent performance, and queuing efficiency.
• Flexibility: Customizable configurations allow organizations to tailor queues to their specific needs.

Real world example:

• Scenario: A company has a sales and a support department.
  • Sales Queue: Calls are distributed using the Ring All strategy to ensure every agent has a chance to answer.
  • Support Queue Uses the Least Recent strategy to distribute calls fairly among support agents.
• If all agents are busy in the support queue, calls are redirected to an IVR that provides self-service options or takes a voicemail message.

Queues in Issabel PBX are a powerful tool for managing and distributing calls efficiently in any organization. Whether you're running a small helpdesk or a large call center, queues can streamline your operations, improve customer experience, and maximize agent productivity. By leveraging the extensive customization options available, you can tailor the system to meet your organization's specific requirements.

Like all pbx configuration modules, in the queues module, each configurable field has a question mark on the right side of its name, and when you hover the mouse or click on this sign, important information about the field is displayed, the which can serve as a guide for its configuration.

If there is any incorrect or incomplete information, or additional information needs to be generated, please write to isscc@issabel.com