22Call queues
33===========
44
5- A call queue is a system that organizes and routes incoming calls. When customers call a business,
6- and all of the agents are busy, the call queue lines up the callers in sequential order, based on
7- the time they called in .
5+ A call queue organizes and routes incoming calls when all agents are busy, placing callers on hold
6+ in the order they called. This system helps manage high call volumes more efficiently, ensures fair
7+ workload distribution, and provides a more predictable experience for both callers and agents .
88
9- The callers then wait on hold to be connected to the next available call center agent.
10-
11- Implementing a call queue system reduces stress for employees, and helps build brand trust with
12- customers. Many companies use call queues to set expectations with customers, and to distribute the
13- workload equally amongst employees.
14-
15- This document covers the process required to configure call queues (with advanced settings), as well
16- as how to log into a call queue from the Odoo database.
9+ This document explains how to configure call queue settings and log into a queue from the Odoo
10+ database.
1711
1812.. seealso ::
19- :ref: `voip/axivox/music_on_hold `
13+ :ref: `Set up on hold music < voip/axivox/music_on_hold > `
2014
2115Add a queue
2216===========
2317
2418To add a call queue in Axivox, navigate to the `Axivox management console
2519<https://manage.axivox.com> `_. In the left menu, click :guilabel: `Queues `. Next, click
26- :guilabel: `Add a queue `. Doing so reveals a blank :guilabel: `New queue ` form with various fields to
27- fill out.
28-
29- Name
30- ----
31-
32- Once the :guilabel: `New queue ` page appears, enter the :guilabel: `Name ` of the queue.
33-
34- Internal extension
35- ------------------
36-
37- Choose an :guilabel: `Internal extension ` for the queue. This is a number to be dialed by users of
38- the database to reach the login prompt for the queue.
39-
40- Strategy
41- --------
42-
43- Next, is the :guilabel: `Strategy ` field. This field determines the call routing of received calls
44- into this queue.
45-
46- The following choices are available in the :guilabel: `Strategy ` drop-down menu:
47-
48- - :guilabel: `Call all available agents `
49- - :guilabel: `Calls the agent who has received the call for the longest time `
50- - :guilabel: `Calls the agent who has received the least call `
51- - :guilabel: `Call a random agent `
52- - :guilabel: `Call agents one after the other `
53- - :guilabel: `Call agents one after the other starting with the first in the list `
54-
55- Choose a strategy that best meets the company's needs for customers in the queue.
56-
57- Maximum waiting time in seconds
58- -------------------------------
59-
60- In the :guilabel: `Maximum waiting time in seconds ` field, determine the longest time a customer
61- waits in the queue before going to a voicemail, or wherever else they are directed to in a dial
62- plan. Enter a time in seconds.
63-
64- Maximum duration of ringing at an agent
65- ---------------------------------------
66-
67- In the :guilabel: `Maximum duration of ringing at an agent ` field, determine the longest time an
68- individual agent's line rings before moving on to another agent, or moving to the next step in the
69- dial plan. Enter a time in seconds.
20+ :guilabel: `Add a queue `. From here, set up the call queue.
21+
22+ - :guilabel: `Name `: The call queue's name. A required field.
23+ - :guilabel: `Internal Extension `: The extension agents can transfer callers to. A required field.
24+ - :guilabel: `Strategy `: How calls are routed. Choose the option that best matches the company's
25+ needs for this call queue:
26+
27+ - :guilabel: `Call all available agents `: The call is sent to every agent.
28+ - :guilabel: `Calls the agent who has received the call for the longest time `: The call is sent to
29+ the agent with the longest idle time.
30+ - :guilabel: `Calls the agent who has received the least call `: The call is sent to the agent who
31+ has handled the fewest calls in a time window.
32+ - :guilabel: `Call a random agent `: The call is sent to a random agent.
33+ - :guilabel: `Call agents one after the other `: The call is sent to the next agent in a specified
34+ order. This order is remembered, and the order does not reset after each call.
35+ - :guilabel: `Call agents one after the other starting with the first in the list `: The call is
36+ sent to the next agent in a specified order. This order is remembered, and the order does reset
37+ after each call.
38+
39+ - :guilabel: `Maximum waiting time in seconds `: How long a customer can wait in the queue before
40+ getting forwarded to voicemail or a specific agent.
41+ - :guilabel: `Maximum duration of ringing at an agent `: How long an individual agent's phone rings
42+ before the call gets moved onto the next step in the dial plan. Learn more about :doc: `dial plans
43+ <dial_plan_basics>`.
44+ - :guilabel: `Static agents `: Agents in the queue who receive calls without logging in.
45+ - :guilabel: `Dynamic agents `: Agents who must log into the queue to receive calls from it.
7046
7147.. seealso ::
72- For more information on dial plans, visit:
73-
48+ - :ref: `voip/axivox/music_on_hold `
7449 - :doc: `dial_plan_basics `
7550 - :doc: `dial_plan_advanced `
7651
77- Adding agents
78- -------------
79-
80- The final two fields on the :guilabel: `New queue ` form revolve around adding agents. Adding
81- :guilabel: `Static agents ` and :guilabel: `Dynamic agents ` are two pre-configured methods for adding
82- agents onto the call queue during the configuration.
83-
84- .. _voip/axivox/static-agents :
85-
86- Static agents
87- ~~~~~~~~~~~~~
88-
89- When :guilabel: `Static agents ` are added, these agents are automatically added to the queue without
90- the need to log in to receive calls.
91-
92- .. _voip/axivox/dynamic-agents :
93-
94- Dynamic agents
95- ~~~~~~~~~~~~~~
96-
97- When :guilabel: `Dynamic agents ` are added, these agents have the ability to log into this queue.
98- They are **not ** logged-in automatically, and **must ** log in to receive calls.
99-
100- Be sure to :guilabel: `Save ` the changes, and click :guilabel: `Apply changes ` in the upper-right
101- corner to implement the change in production.
102-
10352Agent connection
10453================
10554
106- There are three ways call agents can connect to an Axivox call queue:
55+ Agents have three ways to join a call queue:
10756
108- #. Dynamic agents connect automatically.
109- #. Manager logs in specific agent(s), via the `Axivox management console
110- <https://manage.axivox.com> `_.
111- #. Agent connects to the queue in Odoo, via the *VoIP * widget.
57+ - Static agents connect automatically.
11258
113- .. seealso ::
114- See the documentation on setting :ref: `voip/axivox/dynamic-agents ` in the `Axivox management
115- console <https://manage.axivox.com> `_.
59+ - Static agents are always signed into the call queue.
11660
117- Connect via Axivox queue
118- ------------------------
61+ - Manager logs in specific agents, via the `Axivox management console <https://manage.axivox.com >`_.
62+ - Agent connects to the queue in Odoo, via the **VoIP ** widget.
63+
64+ Connect to the queue through Axivox
65+ -----------------------------------
11966
120- After the initial configuration of the call queue is completed, with the changes saved and
121- implemented, a manager can log into the `Axivox management console <https://manage.axivox.com >`_ and
122- connect dynamic agents to the queue manually.
67+ Once the call queue is set up and the changes are applied, a manager can log into the `Axivox
68+ management console <https://manage.axivox.com> `_ and connect dynamic agents to the queue manually.
12369
124- To connect an agent, click :guilabel: `Queues `, located in the left-hand column . Doing so reveals the
70+ To connect an agent, click :guilabel: `Queues `, located in the left-hand menu . Doing so opens the
12571:guilabel: `Queues ` dashboard, with a few different columns listed:
12672
12773- :guilabel: `Name `: name of the queue.
12874- :guilabel: `Extension `: number of the extension to be dialed to reach the queue.
129- - :guilabel: `Agent Connection `: number to dial to log into the queue.
130- - :guilabel: `Agent disconnection `: number to dial to log out of the queue.
131- - :guilabel: `Connected Agents `: name of agent connected to the queue.
75+ - :guilabel: `Agent Connection `: number to dial for dynamic agents to log into the queue.
76+ - :guilabel: `Agent disconnection `: number to dial for dynamic agents to log out of the queue.
77+ - :guilabel: `Connected Agents `: name of agents connected to the queue.
13278
13379The following buttons are also available on the :guilabel: `Queues ` dashboard:
13480
13581- :guilabel: `Connect an agent `: manually connect an agent to the queue.
13682- :guilabel: `Report `: run a report on the queue.
13783- :guilabel: `Delete `: delete the queue.
138- - :guilabel: `Edit `: make changes to the settings of the queue.
84+ - :guilabel: `Edit `: make changes to the queue's settings .
13985
14086When agents are connected to the queue, or are live with a customer, they are displayed under the
14187:guilabel: `Connected Agents ` column.
14288
14389If they are static agents, they **always ** show up as connected.
14490
145- Connect an agent by clicking the orange button labeled, :guilabel: `Connect an agent `. Then, select
91+ Connect an agent by clicking the orange button labeled :guilabel: `Connect an agent `. Then, select
14692the desired agent's name from the drop-down menu, and click :guilabel: `Connect `.
14793
94+ To manually log a dynamic agent out of a call queue, navigate to the `Axivox management console
95+ <https://manage.axivox.com> `_, and click :guilabel: `Queues ` from the left-hand menu. Then, click the
96+ green :guilabel: `Refresh ` button at the top of the :guilabel: `Connected agents ` column. From here,
97+ click the red :guilabel: `Disconnect ` button, and they are immediately disconnected. This can be
98+ helpful in situations where agents forget to log out at the end of the day.
99+
148100.. image :: call_queues/call-queue.png
149- :align: center
150101 :alt: Call queue with connected agents column highlighted and connect an agent and report buttons
151102 highlighted.
152103
153- .. seealso ::
154- For more information on static and dynamic agents, see this documentation:
155-
156- - :ref: `voip/axivox/static-agents `
157- - :ref: `voip/axivox/dynamic-agents `
158-
159104Report
160105~~~~~~
161106
162- Click :guilabel: `Report ` to check on the reporting for a particular queue, in order to see who
163- connected when, and what phone calls came in and out of the queue. This information is showcased on
164- a separate :guilabel: `Queue report ` page, when the green :guilabel: ` Report ` button is clicked .
107+ Click :guilabel: `Report ` to open a :guilabel: ` Queue report ` page that shows queue activity. This
108+ report includes who connected and when when, as well as what phone calls were handled by the queue.f
109+ This information is showcased on a separate :guilabel: `Queue report ` page.
165110
166- Reports can be customized by date in the :guilabel: `Period ` field, and specified in the
111+ Set the report's date in the :guilabel: `Period ` field. To pick a specific date range, use the
167112:guilabel: `From ` and :guilabel: `to ` fields. The information can be organized by :guilabel: `Event
168- type `, and :guilabel: `Call ID `.
113+ type ` (covered below) , and :guilabel: `Call ID `.
169114
170- When the custom configurations have been entered, click :guilabel: `Apply `.
115+ Generate the report by clicking :guilabel: `Apply `.
171116
172117Each report can be exported to a :abbr: `CSV ( comma separated value ) ` file for further use and
173118analysis, via the :guilabel: `Export to CSV ` button.
@@ -187,59 +132,42 @@ options:
187132- :guilabel: `No one is answering `
188133- :guilabel: `No one is answering, the caller hangs up `
189134- :guilabel: `Transfer `
190- - :guilabel: `Blind Transfer `
191-
192- .. image :: call_queues/event-type.png
193- :align: center
194- :alt: Event types in the Axivox queue reporting feature.
195-
196- There is no limit to how many options can be selected from the :guilabel: `Event type ` drop-down
197- menu.
135+ - :guilabel: `Blind Transfer ` (when the caller is transferred without interacting with an agent)
198136
137+ Any or all of the thirteen options can be selected from the :guilabel: `Event type ` drop-down menu.
199138Clicking :guilabel: `Check all ` selects all the available options from the drop-down menu, and
200139clicking :guilabel: `Uncheck all ` removes all selections from the drop-down menu.
201140
202141To select an individual :guilabel: `Event type `, click on the desired option in the drop-down menu.
203142
204143.. image :: call_queues/report.png
205- :align: center
206144 :alt: Axivox queue report with result, event type, and period highlighted.
207145
208146Connect to queue on Odoo
209147------------------------
210148
211- Dynamic agents can connect manually to the Axivox call queue from the Odoo *VoIP * widget, once the
212- *VoIP * app is configured for the individual user in Odoo.
149+ Dynamic agents can connect manually to the Axivox call queue from the Odoo ** VoIP ** widget once the
150+ ** VoIP * * app is configured for the individual user in Odoo.
213151
214- .. seealso ::
215- :doc: `axivox_config `
216-
217- To access the Odoo *VoIP * widget, click the :guilabel: `☎️ (phone) ` icon in the upper-right corner of
218- the screen, from any window within Odoo.
152+ To access the Odoo **VoIP ** widget, click the :icon: `oi-voip ` :guilabel: `(VoIP) ` icon in the
153+ upper-right corner of the screen anywhere in an Odoo database.
219154
220155.. seealso ::
221- For more information on the Odoo *VoIP * widget, see this documentation: :doc: `../voip_widget `
156+ - :doc: `axivox_config `
157+ - :doc: `../voip_widget `
222158
223- For an agent to connect to the call queue, simply dial the :guilabel: `Agent connection ` number, and
224- press the green call button :guilabel: ` 📞 (phone)VoIP * widget. Then, the agent hears
225- a short, two-second message indicating the agent is logged in. The call automatically ends
226- (disconnects) .
159+ For an agent to connect to the call queue, dial the :guilabel: `Agent connection ` number, and then
160+ press the green call button :icon: ` fa-phone ` :guilabel: ` (phone) ` icon in the ** VoIP ** widget. Then,
161+ the agent hears a short, two-second message indicating the agent is logged in. The call
162+ automatically ends .
227163
228164To view the connected agents in a call queue, navigate to the `Axivox management console
229- <https://manage.axivox.com> `_, and click :guilabel: `Queues `, located in the left-hand column .
165+ <https://manage.axivox.com> `_, and click :guilabel: `Queues ` from the left-hand menu .
230166
231167Then, click the green :guilabel: `Refresh ` button at the top of the :guilabel: `Connected agents `
232- column. Any agent (static or dynamic) that is connected to the queue currently, appears i
E529
n the
233- column next to the queue they are logged into.
234-
235- To log out of the queue, open the Odoo *VoIP * widget, dial the :guilabel: `Agent disconnection `
236- number, and press the green call button :guilabel: `📞 (phone) ` icon. The agent is disconnected from
237- the queue after a short, two-second message.
238-
239- To manually log a dynamic agent out of a call queue, navigate to the `Axivox management console
240- <https://manage.axivox.com> `_, and click :guilabel: `Queues `, located in the left-hand column. Then,
241- click the green :guilabel: `Refresh ` button at the top of the :guilabel: `Connected agents ` column.
168+ column. Any agent, static or dynamic, that is connected to the queue currently appears in the column
169+ next to the queue they are logged into.
242170
243- To disconnect an agent manually, click the red :guilabel: ` Disconnect ` button, and they are
244- immediately disconnected. This can be helpful in situations where agents forget to log out at the
245- end of the day .
171+ To log out of the queue, open the Odoo ** VoIP ** widget, dial the :guilabel: ` Agent disconnection `
172+ number, and then press the green call button :icon: ` fa-phone ` :guilabel: ` (phone) ` icon. The agent is
173+ disconnected from the queue after a short, two-second message .
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