To view the queue settings, in the top menu, go to the Virtual PBX section >> tab Settings >> menu on the left Queues >> tab at the bottom Queues.
The following call distribution algorithms in the queue are used in the virtual PBX:
Ring all — the call is directed simultaneously to a whole group of subscribers with the same priority, and the one who answers first will talk. The Ring all strategy allows calls to be directed primarily to more experienced employees (with the same "zero priority"), but at the same time to reduce the waiting time in the queue, as there is no interval between calls within the group.
First example — there are three operators with the same "zero priority", the order of dialing numbers is "ring all".
The call will be made to all operators.
Second example — there are three operators — one with "zero priority" and two with "first priority", the order of dialing numbers is "ring all".
The first call will go to operator 100 and will ring until operator 100 picks up the handset (indefinitely). The second, parallel call will go to 109 and 108. If the second call was not picked up, and at this time the operator with zero priority finished talking, then after the iteration (screen below - Making call every ... second) the call will go to the operator with zero priority.
Third example — there are three operators — two with zero and one with first priorities, the order of dialing numbers is "ring all".
Option 1. The first call will come to operators 100 and 109, if operators 100 and 109 don't pick up the handset, then the second parallel call will come to operator 108 with priority "1". Option 2. The first call will come to operators 100 and 109, if one of the operators picks up the handset, for example, 109, then the second parallel call will come to operator 100 with priority "0".
Sequentially — calls are directed to operators in turn.
The order of calling operators may differ from what is set in the PBX. If the subscriber is busy or does not answer, the call is forwarded to the next subscriber, and so on until a free subscriber is found or the waiting time in the queue runs out.
Example 1:
If the call stopped at operator 1, who did not have time to pick up the phone, hence the next call will go to operator 2.
There are four operators in the queue with the same "zero priority", the order of dialing is Sequentially.
The order of dialing Sequentially in our case assumes that every 20 seconds there will be a change of operator. The order of dialing numbers will be assigned by the PBX itself. For example: 105, 109, 108 and then again 105, 109, 108 etc., or 108, 108, 109 etc.
Example 2:
If operator 1 did not pick up the phone and the call went to operator 2, then the next call to operator 1 will come only after the queue of all operators has passed.
There are four operators in the queue — two with "zero priority" and two with "first priority", the order of dialing is Sequentially.
The order of dialing Sequentially in our case assumes that every 20 seconds there will be a change of operator — first at the highest priority and then, having dialed all operators of this priority, the call will go to the lower priority. And then the call will go up the chain to the highest priority again. This procedure will be performed until the subscriber hangs up. Calls within one priority will be distributed according to example 1.
Random — the call comes in a random order, not using priorities.
Least loaded — the call is directed to the least busy operator. The employee who just took the call automatically becomes the last in line. The next one who accepts the call again becomes the last, moving the previous one up a line. In this way, calls can be distributed evenly to all employees.
Example: There are four operators in the queue with the same "zero priority", the order of dialing is Least loaded.
Also see:
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