When requesting the setup of a Call Queue through Tinkle Help, please consider the following settings. However, if you are uncertain about any of these options, please leave them as their default values.
General
The "Name" field represents the designated name of the queue.
The "Number" field is optional and can be utilized for direct entry into the queue, typically for transferring a caller.
The "Play to the caller" feature allows you to select the audio experience for callers waiting in the queue. Options include predefined Music On Hold, Continuous ringing, or a combination where Music On Hold plays until the user’s phone begins ringing.
"Queue timeout" refers to the maximum duration a caller may remain in the queue before being redirected to the destination specified in the “On timeout” setting.
The "Weight" parameter assigns a relative importance to queues. Queues with higher weights are prioritized for available channels when the same user is part of multiple queues. This mechanism is applicable only in non-user ordered queues, such as those using the ring all strategy.
The “On timeout” setting designates the destination for callers once the "Queue timeout" period has elapsed.
Users
The call distribution strategy can be configured as follows:
- Ring All: All users are rang simultaneously.
- Round Robin: Users are rang one at a time in a sequential manner.
- Random: Users are rang in a random order.
- Least Recent: The user who has not been rang for the longest time is selected.
- Fewest Calls: The user with the least number of calls is rang.
- Linear: Users are rang in the specified order.
The "Ring when in use/offline" feature ensures that the user is dialed regardless of their current status, whether they are actively engaged in another call or marked as offline. This function is particularly beneficial for utilizing the "Additional Destination" or FMFM (Follow Me Follow Me) for the extension.
The "User timeout" setting specifies the duration for which the system will attempt to ring the user.
"Wrap-up time" designates the interval granted to the user after concluding a call, allowing them time to prepare before receiving another call. Please note that this feature may not be applicable if the user is part of multiple queues.
The "Wait time for retry" determines the interval before the system attempts to dial the user again.
The "Auto pause" feature automatically places a user in a "Paused" state if they do not respond to a call.
The "Auto pause delay" setting introduces a delay in activating the auto pause feature, measured in seconds from the last call received by the user. For instance, if this is configured for 360 seconds, and a call is presented to the user 180 seconds after their last answered call, they will not be auto paused if they do not answer. However, if a new call is presented 360 seconds or more after their last answered call, they will then be auto paused. If the user has not received any calls, this setting will have no effect.
The "On No Available Members" option specifies the destination to follow when all users are offline, paused, or have set Do Not Disturb (DND). This setting is not triggered as long as at least one member is available, even if they are busy.
The "On No Free Members" option determines the destination to follow when all users are busy, offline, paused, or have set DND.
The "User Announce" message is played to the user upon their answer.
The "User confirm message" is played to the user when they confirm their availability to accept the call.
Periodic Announce
The "Announce Frequency" setting determines the intervals at which announcements are played to the caller.
The "Periodic Announce" feature allows for the selection of specific announcements to be played during the call.
Abandoned Calls
The "Notify Abandoned Calls to Email" feature enables notifications when a caller disconnects before being served. To ensure successful receipt of these notifications, it is essential to define an Email Template.
Additionally, the "Call Back Abandoned Calls" feature automatically adds callers who have hung up to the queue call back list, facilitating efficient follow-up.
Position/Time Announce
The "Announce Frequency" setting determines how often announcements are played to the caller.
The "Announce Hold Time" feature allows for the announcement of the estimated hold time to the caller.
The "Announce Position" feature provides the caller with their current position in the queue.