The queues (or “wait queues”) are typical of call centers and stations with high traffic. These queues let one
receive many calls at the same time, placing them in queues in order by which the calls were received, and
passing them on to an extension called an agent, following specific rules.
During the wait the caller will hear music which will be interrupted, if this function is activated, by a voice
message that informs the caller of their place in the queue (ex: Your call is the tenth in queue and will be
answered as soon as possible).
The Asterisk telephone station allows one to have an unlimited number of queues which, using the
NBlade/Gcube interface can be created or modified.
To place a call in queue one must use the proper subject
(Put the call in queue/Metti la chiamata in coda)
in
the IVR or in the incoming calls tree.
Clicking on the 
key to create a new queue:
After typing in the name and the initial state, press “ADD”.
Now you can:
-
change the name with
-
remove it with
-
insert or remove extensions (agents) from the queue with
Name:
It is a fictitious name given to the queue to identify it better in the configuration menu of the tree.
Strategy:
This is the way the queues pass along the calls to the various extensions:
- ringall: sends the call to all the agents at the same time
- roundrobin: sends the call to the agents according to rotation
- leastrecent: sends the call to who received the least recent call
- fewestcalls: sends the call to who receives the least calls
- random: randomly sends the calls
- rrmemory: like round robin, but with memory (if an agent does not answer, sends the call around
until answered)
Timeout:
This is the maximum wait time for the queue, at the end of which the call exits the queue and goes to the tree
from which it came from.
Warpuptime:
This parameter places a minimum wait time between each call sent to a potential operator.
Example: If I chose a wait time of 30 seconds, and there are 3 calls in the queue, the first call will be sent
immediately to the first available operator, the second will be sent after 30 seconds and the third after another
30 seconds.
It is important to note that even if there are free agents this time parameter will be respected and for N
seconds no one will receive calls.
Announce:
A message that is repeated to the agent before the call is sent, for example: Call coming in from queue.
Frequency:
The frequency, expressed in seconds, that the message of queue placement is repeated.
Hold time:
Turn on or off the message that informs about the queue position.
