Special Queue Configuration

Reception & Reception Back-up

Queue-QueueBU.png

Behavior

Standard behavior

When calling the general number, The call is redirected to the receptionist.
  • We will check the availability of the receptionist
    • If the receptionist is available (not speaking on the phone)
      • The call will be redirect to the receptionist phone.
    • If the receptionist is speaking with someone
      • The caller hear music or ring tone
        • As from the receptionist hang-up, the call is redirect to the receptionist
  • If the receptionist doesn't answer after 30sec (can be adapted)
    • The call is redirected to a second group of People included in a queue "ReceptionBU" (= Reception Back-up)
      • We recommend to include the receptionist in this queue as well
    • All the phone of this group will ring at the same time
    • If nobody answered the call, the call will be redirected to the voice mail of the receptionist
      • The receptionist will receive a voice mail
      • The receptionist will see on their physical phone (if they have a polycom phone), a lamp mentioning there's a voice mail

Other behavior

Depending on the status of the queue, you can configure specific use case

How to configure it

  1. Queue Creation
    • 2 standard queues created by Destiny (Reception & ReceptionBU)
  2. Call Queuer Creation
    • call Queuer "Reception"
      • Extension of the reception :8002 (for this example but can be configured like you want)
      • Reception
        • General Settings
          • When no agent is available : "Go to the second action"
          • Configure "Voice Mail extension" => extension of the receptionist
        • Time base setting :
          • Activate : up to you
            • but in any case you will have to configure the different configuration to avoid issue
          • If "yes" don't forget to create an opening hour extension and select it in this section
        • First action
          • Play Welcome message : up to you (don't forget to record it)
          • Queue : Select Queue "Reception"
          • Waiting Time before second action (default 30s) = 30
          • While waiting :
            • recommendation :
              • If Welcome message => select the music
              • If no welcome message => select the ringtone
        • Second action
          • When Time Out - Action : call forward
          • Number to forward to : 8003
    • call Queuer "ReceptionBU"
      • Extension of the reception :8003 (for this example, but can be configure like you want)
      • Reception Back-up
        • General Settings
          • When no agent is available : "Go to the second action"
          • Configure "Voice Mail extension" => extension of the receptionist
        • Time base setting :
          • Activate : NO
            • configure all statuses to go to second action to avoid misconfiguration
        • First action
          • Play Welcome message : NO
          • Queue : Select Queue "ReceptionBU"
          • Waiting Time before second action (default 30s) = 30
          • While waiting : same as extension Reception
        • Second action
          • When Time Out - Action : Play a message and then send to voicemail
            • Don't forgot to record the voicemail message
  3. Users
    • users must be added in the queue (see general documentation)

Cascade

Queue Cascade.png

Behavior

Standard behavior

When calling the general number, the call is redirected to a cascade.
  • We will check the availability of the first person
    • If this person is available (not speaking on the phone)
      • The call will be redirect to the receptionist phone.
    • If the receptionist is speaking with someone
      • The caller hears music or ring tone
        • As from this person hang-up, the call is redirect to him
  • If the first person doesn't answer after 10sec (can be adapted), the call is redirected to a second person
    • If the second person is available (not speaking on the phone)
      • The call will be redirect to the receptionist phone.
    • If the second person is speaking with someone
      • The caller hear music or ring tone
        • As from the second person hang-up, the call is redirected to the third person
  • etc....
  • After x sec the call is redirected to the voicemail of the first person

Other behavior

  • it's possible to ring more than one person at the same time but they will have the same penalty (see below for configuration)
  • Depending on the status of the queue, you can configure specific use case

How to configure it

  1. Queue Creation
    • 1 standard queues created by Destiny (Reception)
      • Configure in the section "Device Penalty"
        • default Queue rule ReceptionQueueRule
    • 1 standard queue Rule to be created by Destiny
      • Description : "ReceptionQueueRule"
      • Queue Rule Definition (example for 10 users)
        • penaltychange => 10,+1,+1
        • penaltychange => 20,+1,+1
        • penaltychange => 30,+1,+1
        • penaltychange => 40,+1,+1
        • penaltychange => 50,+1,+1
        • penaltychange => 60,+1,+1
        • penaltychange => 70,+1,+1
        • penaltychange => 80,+1,+1
        • penaltychange => 90,+1,+1
        • penaltychange => 100,+1,+1
  2. Call Queuer Creation
    • call Queuer "Reception"
      • Extension of the reception :8002 (for this example but can be configure as you want)
      • Reception
        • General Settings
          • When no agent is available : "Go to the second action"
          • Configure "Voice Mail extension" => extension of the first user
        • Time base setting :
          • Activate : up to you
            • but in any case you will have to configure the different configuration to avoid issue
          • If "yes" don't forget to create an opening hour extension and select it in this section
        • First action
          • Play Welcome message : up to you (don't forget to record it)
          • Queue : Select Queue "Reception"
          • Queue Rule : "AQRxxxxxxx"
          • Waiting Time before second action (default 30s) = 110 (if 10 users)
          • While waiting :
            • recommendation :
              • If Welcome message => select the music
              • If no welcome message => select the ringtone
        • Second action
          • When Time Out - Action : Play a message and then send to voicemail
            • Don't forgot to record the voicemail message
        • Advanced Settings
          • Penalty
            • Ring all agents with penalty lower or equal to ="0"
            • Agent must have a penalty higher or equal to = "0"
            • Agent must have a penalty lower or equal to = "0"
  3. Users
    • users must be added in the queue (see general documentation)
    • define the penalty for each users in the queue
      • penalty 1 to 10

Cumulative Cascade

Queue Cumulative Cascade.jpg

Behavior

Standard behavior

When calling the general number, The call is redirected to a cascade.
  • We will check the availability of the group first person
    • If at least one person is available (not speaking on the phone)
      • The call will be redirect to this person.
    • If none of the first group of people the receptionist are available
      • The caller hear music or ring tone
        • As from one of the person from this group hang-up, the call is redirect to him
  • If the first person doesn't answer after 10sec (can be adapted), the call is redirected to a second group of people including the first group
    • If at least one person is available (not speaking on the phone)
      • The call will be redirect to this person.
    • If none of the first group of people the receptionist are available
      • The caller hear music or ring tone
        • As from one of the person from this group hang-up, the call is redirect to him
  • etc....
  • After x sec the call is redirected to the voice mail of the first person

Other behavior

  • Depending on the status of the queue, you can configure specific use case

How to configure it

  1. Queue Creation
    • 1 standard queues created by Destiny (Reception)
      • Configure in the section "Device Penalty"
        • default Queue rule ReceptionQueueRule
    • 1 standard queue Rule to be created by Destiny
      • Description : "ReceptionQueueRule"
      • Queue Rule Definition (example for 10 users)
        • penaltychange => 10,+1,+1,+1
        • penaltychange => 20,+1,+1,+1
        • penaltychange => 30,+1,+1,+1
        • penaltychange => 40,+1,+1,+1
        • penaltychange => 50,+1,+1,+1
        • penaltychange => 60,+1,+1,+1
        • penaltychange => 70,+1,+1,+1
        • penaltychange => 80,+1,+1,+1
        • penaltychange => 90,+1,+1,+1
        • penaltychange => 100,+1,+1,+1
  2. Call Queuer Creation
    • Call Queuer "Reception"
      • Extension of the reception :8002 (for this example but can be configure as you want)
      • Reception
        • General Settings
          • When no agent is available : "Go to the second action"
          • Configure "Voice Mail extension" => extension of the first user
        • Time base setting :
          • Activate : up to you
            • but in any case you will have to configure the different configuration to avoid issue
          • If "yes" don't forget to create an opening hour extension and select it in this section
        • First action
          • Play Welcome message : up to you (don't forget to record it)
          • Queue : Select Queue "Reception"
          • Queue Rule : "AQRxxxxxxx"
          • Waiting Time before second action (default 30s) = 110 (if 10 users)
          • While waiting :
            • recommendation :
              • If Welcome message => select the music
              • If no welcome message => select the ringtone
        • Second action
          • When Time Out - Action : Play a message and then send to voicemail
            • Don't forgot to record the voicemail message
        • Advanced Settings
          • Penalty
            • Ring all agents with penalty lower or equal to ="0"
            • Agent must have a penalty higher or equal to = "0"
            • Agent must have a penalty lower or equal to = "0"
  3. Users
    • users must be added in the queue (see general documentation)
    • define the penalty for each users in the queue
      • penalty 0 to 10

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