When you request a call queue to be setup by the Tinkle Help, you should consider the following settings but if you do not know the answer these can be left as default.
General
Name is the name of the queue
Number, optional, can be used to enter the queue directly, usually it is used to transfer a caller to a queue
Play to the caller allows to choose what to play to the caller waiting in the queue. You can play the defined Music On Hold, Continuous ringing or Music On Hold until the user phone is ringing and then ringing
Queue timeout is the amount of time the caller can be hold in the queue before being sent to the destination specified in the “On timeout”
Weight assigns to the queues a 'weight'. Weight of the queue when compared to other queues, higher weights get first shot at available channels when the same user is included in more than one queue, it works only in not user ordered queues, like ring all strategy.
On timeout is the destination to send the callers when the "Queue timeout" is expired
Users
Strategy can be one of the following:
- Ring All – All users are rang at the same time
- Round Robin – users are rang, one at the time, in a round robin way
- Random – users are rang in a random order
- Least Recent – The least recent user is rang
- Fewest Calls – The user with the fewest calls is rang
- Linear – users are rang in the order specified.
Ring when in use/offline always dials the user, even if in use or offline, useful to use the "Additional Destination" or FMFM for the extension
User timeout defines how long to ring the user
Wrap-up time sets the amount of time to grant to the user after one call is finished, before sending another call. It can be not possible to use if the user is in multiple queue
Wait time for retry set the amount of time before dialing again an user
Auto pause automatically set an user in "Pause" if it is not answering to a call
Auto pause delay this setting will delay the auto pause of an user by auto pause delay seconds from when it last took a call. For example, if this were set to 360 seconds, and a new call is presented to the user 180 seconds after they last took a call, they will not be auto paused if they don't answer the call. If presented with a call 360 seconds or later after answering the last call, they will then be auto paused. If they have taken no calls, this will have no effect
On No Available Members If all the users are offline, paused or have set DND, then this destination will be followed. It is not followed when at least a member is available, even if busy
On No Free Members If all users are busy, offline, paused or have set DND, then this destination will be followed
User Announce is the message played to user when he answers
User confirm message When the user with confirm answers, play this message to invite to accept the call.
Periodic Announce
Announce Frequency sets the time to play the announce to the caller
Periodic Announce permits to select which announce to play
Abandoned Calls
Notify abandoned calls to email permits to be notified when a caller hangup before being served. An Email Template needs to be defined to be sure to be able to receive the email
Call back abandoned calls automatically insert abandoned callers in the queue call back list
Position/Time Announce
Announce Frequency sets the frequency of the announce
Announce holdtime enables the hold time to announce
Announce position enables the position to announce