A queue is used to make sure all incoming phonecalls will be answered in the correct order.

All the steps will be performed in the Wachtrij tab from the callflow.

  1. Check the Handel gesprekken op volgorde af checkbox.

  2. Use the dropdown menu next to Wachtrij audio meldingen to select a media file to be played while the caller is in the queue.

  3. Use the dropdown menu next to Line hunting policy to set a line hunting strategy for incoming calls. See below for a table with an explanation.

  4. Set the amount of seconds before the next phone (from the Line hunting policy) needs to ring in the Line hunting timeout field.

  5. Check the Match beller checkbox if you want to connect the phonecall to the user who has most recently answered the call from this number.

  6. Set the amount of seconds before the phone changes status to available again in the Afhandeltijd (s) field.

  7. Set the maximum amount of people that can be in the queue in the Maximum aantal wachtenden field. If you leave this field empty there is no limit.

  8. Use the dropdown menu next to Rapporteer het aantal wachtenden to configure how the caller will be notified about their position in the queue. See below for a table with an explanation.

  9. Set the amount of seconds between each Rapporteer het aantal wachtenden notifications in the Rapportageperiode aantal wachtenden (s) field.

  10. Use the dropdown menu next to Opnamen aantal wachtenden to select a media file to be played to announce the position in the queue.

Line hunting policy

Meaning

Geen

All phones in the callflow will ring simultaneously.

Linear

Phone calls will ring the first phone available, starting from the first phone in the callflow.

Circular

First phone call will ring the first phone in the callflow, second phone call will ring the second phone in the callflow. It will ignore the availability from the previous phones.

Most Idle

Phone calls will ring the phone that has been idle for the longest time.

Least Idle

Phone calls will ring the phone that has been idle for the shortest time.

All

Phone calls will randomly ring phones that are available.

Rapporteer het aantal wachtenden

Meaning

Nooit

The position in the queue will never be announced.

Periodiek

The position in the queue will be announced every x seconds. Set the amount of seconds in the Rapportageperiode aantal wachtenden field.

Tussen meldingen

The position in the queue will be announced between the Wachtrij audio meldingen.

Periodiek, start direct

The position in the queue will be announced every x seconds and at the beginning of the queue. Set the amount of seconds in the Rapportageperiode aantal wachtenden field.

Tussen meldingen, start direct

The position in the queue will be announced between the Wachtrij audio meldingen and at the beginning of the queue.