AdminGuide:Service:ACD/en - Cronologia

Troccoli il 08:15, 11 mar 2022

2022-03-11T08:15:34Z

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	==Description==		==Description==

	~~<div class="mw-translate-fuzzy">~~
	The Automatic Code Distribution (ACD) service, also known as the "waiting queue" service, provides professional telephone reception by keeping callers waiting until an operator becomes available.		The Automatic Code Distribution (ACD) service, also known as the "waiting queue" service, provides professional telephone reception by keeping callers waiting until an operator becomes available.
	The incoming call is taken over by the central unit that presents the caller with a series of information through audio files, hold music, and puts the callers in a queue to distribute them to the various operators of the queue (or members) based on specific commitment policies that can be configured within each queue.		The incoming call is taken over by the central unit that presents the caller with a series of information through audio files, hold music, and puts the callers in a queue to distribute them to the various operators of the queue (or members) based on specific commitment policies that can be configured within each queue.
	The "Queues" are a mechanism analogous to the ~~Call~~ Groups, from which they differ for the possibility of defining in a more refined way the ringing strategy and for the sorting of the incoming calls, which are queued and served with a FIFO (First In First Out) policy towards the members of the queue.		The "Queues" are a mechanism analogous to the [[AdminGuide:Service:RingGroups/en\|Ring Groups]], from which they differ for the possibility of defining in a more refined way the ringing strategy and for the sorting of the incoming calls, which are queued and served with a FIFO (First In First Out) policy towards the members of the queue.
	Each queue can be associated with an arbitrary number of members (accounts), who will serve the calls addressed to it.		Each queue can be associated with an arbitrary number of members (accounts), who will serve the calls addressed to it.
	It is important to remember that an operator can be busy on more than one queue at the same time. In case of concomitance of calls waiting on more than one queue, the service will present to the operator the call coming from the queue with the highest priority.		It is important to remember that an operator can be busy on more than one queue at the same time. In case of concomitance of calls waiting on more than one queue, the service will present to the operator the call coming from the queue with the highest priority.
	~~</div>~~


	==Configuration==		==Configuration==
	[[File:PBX, Queues and Callgroups.png\|right\|300px]]		[[File:PBX, Queues and Callgroups.png\|right\|300px]]
	To access the service just click on "PBX" > "Queues and ~~call groups~~". We'll be on the page dedicated to the list of configured queues with the main parameters.		To access the service just click on "PBX" > "Queues and Callgroups". We'll be on the page dedicated to the list of configured queues with the main parameters.
	By clicking on "Add new queue", we can move on to the configuration of the new queue.		By clicking on "Add new queue", we can move on to the configuration of the new queue.
	[[File:QueueList CallgroupList.JPG\|center\|300px]]		[[File:QueueList CallgroupList.JPG\|center\|300px]]
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	[[File:Custom periodic announce.JPG\|center\|450px]]		[[File:Custom periodic announce.JPG\|center\|450px]]

	~~<div class="mw-translate-fuzzy">~~
	===On demand message===		===On demand message===
	* '''On demand play enabled''': it is possible to select the engage of the message on demand		* '''On demand play enabled''': it is possible to select the engage of the message on demand
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	[[File:On demand message.JPG\|center\|450px]]		[[File:On demand message.JPG\|center\|450px]]
	===Queue callback===		===Queue callback===
	Service enabled in case the callcenter license is assigned on the central unit. It allows the caller on hold not to remain physically on the phone for all the time before being taken over by an operator, but it gives the possibility - by pressing the key 5 - to remain virtually in the queue. A system IVR is executed, asking the caller if he wants to be called back on the current number or if he wants to be called back on another number (to be specified). The user remains virtually in the queue and his position does not change, at his turn the central unit calls the available operator who will tell the central unit to trigger the callback to the user who had booked.		Service enabled in case the callcenter license is assigned on the central unit. It allows the caller on hold not to remain physically on the phone for all the time before being taken over by an operator, but it gives the possibility - by pressing the key 5 - to remain virtually in the queue. A system [[AdminGuide:Service:IVR/en\|IVR]] is executed, asking the caller if he wants to be called back on the current number or if he wants to be called back on another number (to be specified). The user remains virtually in the queue and his position does not change, at his turn the central unit calls the available operator who will tell the central unit to trigger the callback to the user who had booked.
	* '''Callback enabled''': it is possible to select the callback on busy		* '''Callback enabled''': it is possible to select the callback on busy
	* '''Outbound Call Routing class''': e.g. Italy no cell phones, if a cell phone number is inserted, the number will not be called back.		* '''Outbound Call Routing class''': e.g. Italy no cell phones, if a cell phone number is inserted, the number will not be called back.
	* '''Outbound identity''': is a call from the central unit to outside, you can treat the outgoing number as if the caller was an extension already configured		* '''Outbound identity''': is a call from the central unit to outside, you can treat the outgoing number as if the caller was an extension already configured
	[[File:Queue callback.JPG\|center\|400px]]		[[File:Queue callback.JPG\|center\|400px]]
	~~</div>~~

	==CTI integration==		==CTI integration==

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	==Description==		==Description==

			<div class="mw-translate-fuzzy">
	The Automatic Code Distribution (ACD) service, also known as the "waiting queue" service, provides professional telephone reception by keeping callers waiting until an operator becomes available.		The Automatic Code Distribution (ACD) service, also known as the "waiting queue" service, provides professional telephone reception by keeping callers waiting until an operator becomes available.
	The incoming call is taken over by the central unit that presents the caller with a series of information through audio files, hold music, and puts the callers in a queue to distribute them to the various operators of the queue (or members) based on specific commitment policies that can be configured within each queue.		The incoming call is taken over by the central unit that presents the caller with a series of information through audio files, hold music, and puts the callers in a queue to distribute them to the various operators of the queue (or members) based on specific commitment policies that can be configured within each queue.
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	Each queue can be associated with an arbitrary number of members (accounts), who will serve the calls addressed to it.		Each queue can be associated with an arbitrary number of members (accounts), who will serve the calls addressed to it.
	It is important to remember that an operator can be busy on more than one queue at the same time. In case of concomitance of calls waiting on more than one queue, the service will present to the operator the call coming from the queue with the highest priority.		It is important to remember that an operator can be busy on more than one queue at the same time. In case of concomitance of calls waiting on more than one queue, the service will present to the operator the call coming from the queue with the highest priority.
			</div>


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	[[File:Custom periodic announce.JPG\|center\|450px]]		[[File:Custom periodic announce.JPG\|center\|450px]]

			<div class="mw-translate-fuzzy">
	===On demand message===		===On demand message===
	* '''On demand play enabled''': it is possible to select the engage of the message on demand		* '''On demand play enabled''': it is possible to select the engage of the message on demand
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	* '''Outbound identity''': is a call from the central unit to outside, you can treat the outgoing number as if the caller was an extension already configured		* '''Outbound identity''': is a call from the central unit to outside, you can treat the outgoing number as if the caller was an extension already configured
	[[File:Queue callback.JPG\|center\|400px]]		[[File:Queue callback.JPG\|center\|400px]]
			</div>

	==CTI integration==		==CTI integration==

Troccoli il 14:51, 9 mar 2022

2022-03-09T14:51:39Z

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	Return to [[AdminGuide:Service/en\|AdminGuide:Service]]		Return to [[AdminGuide:Service/en\|AdminGuide:Service]]
	<!--<br>For a description of the fields in the Administration Gui for configuring the ACD service refer to this [[AdminGuide:GUI:OperatingMenu:ACD/en\|page]].-->		<!--<br>For a description of the fields in the Administration Gui for configuring the ACD service refer to this [[AdminGuide:GUI:OperatingMenu:ACD/en\|page]].-->
	===Description===		==Description==

	The Automatic Code Distribution (ACD) service, also known as the "waiting queue" service, provides professional telephone reception by keeping callers waiting until an operator becomes available.		The Automatic Code Distribution (ACD) service, also known as the "waiting queue" service, provides professional telephone reception by keeping callers waiting until an operator becomes available.
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	[[File:Queue callback.JPG\|center\|400px]]		[[File:Queue callback.JPG\|center\|400px]]

	===CTI integration===		==CTI integration==

	You can make use of certain features of the ACD service, such as adding dynamic operators, pausing operators, and accessing the supervisor panel, directly from Kalliope CTI and Kalliope Attendant Console.		You can make use of certain features of the ACD service, such as adding dynamic operators, pausing operators, and accessing the supervisor panel, directly from Kalliope CTI and Kalliope Attendant Console.

Troccoli: Creata pagina con "===On demand message=== * '''On demand play enabled''': it is possible to select the engage of the message on demand * '''On demand play sound file''': it is possible to selec..."

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	[[File:Custom periodic announce.JPG\|center\|450px]]		[[File:Custom periodic announce.JPG\|center\|450px]]

	===~~Messaggio su richiesta~~===		===On demand message===
	* '''~~Abilita la riproduzione su richiesta dell’operatore~~''': ~~è possibile selezionare l’abilitazione del messaggio su richiesta~~		* '''On demand play enabled''': it is possible to select the engage of the message on demand
	* '''~~File audio per la riproduzione su richiesta~~''': ~~è possibile selezionare un~~ file ~~audio precedentemente caricato~~		* '''On demand play sound file''': it is possible to select a previously loaded audio file
	* '''~~Sequenza da digitare per l’avvio dell’annuncio su richiesta~~''': ~~sequenza che dovrà digitare l’operatore~~ in ~~conversazione su questa coda per scatenare il~~ file ~~audio caricato~~. (Es. ~~l’operatore fa ascoltare determinate condizioni al cliente tramite la digitazione di un codice personalizzabile~~)		* '''On demand play digit''': sequence that the operator in conversation on this queue will have to type to trigger the loaded audio file. (E.g. the operator makes the customer listen to certain conditions by typing a customizable code)
	[[File:~~Messaggio su richiesta~~.JPG\|~~centro~~\|450px]]		[[File:On demand message.JPG\|center\|450px]]
	===~~Richiamata su occupato~~===		===Queue callback===
	~~Servizio abilitato nel caso~~ in ~~cui sulla centrale viene assegnata la licenza~~ callcenter. ~~Consente al chiamante in attesa di non restare fisicamente al telefono per tutto il tempo prima di essere preso in carico da un operatore~~, ~~ma si dà la possibilità – premendo il tasto~~ 5 ~~– di restare virtualmente~~ in ~~coda~~. ~~Viene eseguito un~~ IVR ~~di sistema che chiede al chiamante se desidera essere ricontattato sull’attuale numero o se vuole essere richiamato su un altro numero~~ (~~da specificare~~). ~~L’utente rimane virtualmente~~ in ~~coda e la sua posizione non cambia~~, ~~al suo turno la centrale chiama l’operatore disponibile che comunicherà alla centrale di innescare la richiamata verso l’utente che si era prenotato~~.		Service enabled in case the callcenter license is assigned on the central unit. It allows the caller on hold not to remain physically on the phone for all the time before being taken over by an operator, but it gives the possibility - by pressing the key 5 - to remain virtually in the queue. A system IVR is executed, asking the caller if he wants to be called back on the current number or if he wants to be called back on another number (to be specified). The user remains virtually in the queue and his position does not change, at his turn the central unit calls the available operator who will tell the central unit to trigger the callback to the user who had booked.
	* '''~~Abilitato~~''': ~~è possibile può selezionare la richiamata su occupato~~		* '''Callback enabled''': it is possible to select the callback on busy
	* '''~~Classe di instradamento in uscita~~''': es. ~~Italia~~ no ~~cellulari~~, ~~se si inserisce un numero di cellulare il numero non verrà richiamato~~		* '''Outbound Call Routing class''': e.g. Italy no cell phones, if a cell phone number is inserted, the number will not be called back.
	* '''~~Identità in uscita~~''': ~~è una chiamata dalla centrale verso fuori~~, ~~è possibile trattare il numero in uscita come se il chiamante fosse un interno già configurato~~		* '''Outbound identity''': is a call from the central unit to outside, you can treat the outgoing number as if the caller was an extension already configured
	[[ File:~~Richiama su occupato~~.JPG\|~~centro~~\|400px]]		[[File:Queue callback.JPG\|center\|400px]]

	===CTI integration===		===CTI integration===

Troccoli: Creata pagina con "===Custom Periodic Announce=== This service can be used to communicate specific procedures to the caller. It is used to offer more frequent information in request to a specifi..."

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	===Queue users===		===Queue users===

	* '''~~Messaggi di benvenuto~~''': ~~è possibile selezionare un~~ file ~~audio precedentemente caricato~~		* '''Welcome sound file''': you can select a previously loaded audio file
	* '''~~Classe di musica d’attesa~~''': ~~il chiamante~~, ~~dopo il messaggio di benvenuto~~, ~~può ascoltare una musica di attesa~~ (~~caricata precedentemente~~) ~~o il normale tono di squillo~~		* '''MOH class''': the caller, after the welcome message, can listen to a hold music (previously loaded) or the normal ringing tone
	* ~~'''Annuncia la posizione in coda'''~~: ~~opzione che permette la comunicazione al chiamante della propria posizione in coda~~		* Periodically position announce enabled": option that allows the caller to be informed about his queue position.
	* '''~~Frequenza annuncio di posizione in coda~~ (sec.)''': ~~inserimento di una cifra che indica ogni quanti secondi aggiornare il chiamante del suo posizionamento in coda~~		* '''Periodically position announce frequency (sec.)''': insert a number that indicates every how many seconds to update the caller of his queue position
	* '''~~Annuncia il tempo di attesa stimato~~''': ~~calcolato sulla base delle statistiche del motore di accodamento~~, ~~è possibile scegliere se annunciarlo ogni tot di secondi come la frequenza di annuncio della posizione in coda~~, ~~solo una volta~~, ~~o non annunciarlo~~.		* '''Estimated waiting time announce''': calculated on the basis of the queuing engine statistics, you can choose whether to announce it every few seconds as the queue position announcement frequency, only once, or not to announce it.
	~~Questo messaggio si innesca soltanto qualora il tempo di attesa medio sia superiore ai due minuti~~		This message is only triggered if the average waiting time is more than two minutes.
	[[File:~~Utenti della coda~~.JPG\|~~centro~~\|400px]]		[[File:Queue users.JPG\|center\|400px]]

	===~~Annuncio periodico personalizzato~~===		===Custom Periodic Announce===
	~~Strumento adottato, ad esempio, per comunicare al chiamante determinate procedure~~. ~~È utilizzato per offrire informazioni più frequenti~~ in ~~richiesta~~ a ~~una determinata coda~~		This service can be used to communicate specific procedures to the caller. It is used to offer more frequent information in request to a specific queue
	* '''~~Abilita l’annuncio periodico~~''': ~~è possibile selezionare l’abilitazione dell’annuncio~~		* '''Periodic announce enabled''': you can select to enable the announcement.
	* ~~'''File~~ audio ~~per l’annuncio periodico''': è possibile selezionare un~~ file ~~audio precedentemente caricato~~		* Periodic announce sound file: you can select a previously loaded audio file.
	* '''~~Intervallo di riproduzione dell’annuncio periodico~~ (sec.)''': ~~inserimento del tempo~~ (in sec.) ~~dopo cui partirà ciclicamente il messaggio periodico~~		* '''Periodic announce interval (sec.)''': insert the time (in sec.) after which the periodic announcement will start cyclically
	[[File:~~Annuncio periodico pers~~.JPG\|~~centro~~\|450px]]		[[File:Custom periodic announce.JPG\|center\|450px]]

	===Messaggio su richiesta===		===Messaggio su richiesta===

Troccoli il 11:08, 9 mar 2022

2022-03-09T11:08:37Z

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	~~<div class~~=~~"mw-translate-fuzzy">~~		===Immediate failover for new calls if===
	===~~Configuration~~===		If a caller enters one of the possibilities listed in the image below, an overflow can be triggered immediately, even if the maximum waiting time and the maximum number of users in the queue have not been reached.
			[[File:Failover calls.JPG\|center\|400px]]
			===Instant overflow for calls in queue===
			Immediate overflow for calls already in queue for a specific amount of time and in case of the possibilities listed in the image below
			[[File:Failover queue.JPG\|center\|400px]]

	~~The service can be enabled/disabled and configured in the PBX -> [[AdminGuide:GUI:OperatingMenu:ACD&RingGroups/en\|ACD and ring groups]] page.~~		===Queue users===

	===~~CTI integration===~~

	You can make use of certain features of the ACD service, such as adding dynamic operators, pausing operators, and accessing the supervisor panel, directly from Kalliope CTI and Kalliope Attendant Console.

	~~You can, for example:~~

	* activate the Call Center license from System settings -> LIcenses;
	* in multi-tenant systems, assing the license to the desired tenant;
	* assign a role to a user.

	~~Upon opening Kalliope CTI, you will have available:~~

	* a new tab allowing you to view the queues you belong to and change your pause status if necessary;

	~~[[File:Acd Kcti Tab.png\|center]]~~

	* for supervisors, the supervisor panel.

	~~[[File:Acd Supervisor Panel link.png\|center]]~~
	~~</div>~~

	~~===Utenti della coda~~===

	* '''Messaggi di benvenuto''': è possibile selezionare un file audio precedentemente caricato		* '''Messaggi di benvenuto''': è possibile selezionare un file audio precedentemente caricato

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	* '''Failover''': We can perform an audio file and then an failover action, which can be chosen in the drop-down menu		* '''Failover''': We can perform an audio file and then an failover action, which can be chosen in the drop-down menu

	[[File:~~Parametri coda~~.JPG\|centro\|600px]]		[[File:Queue Parameters.JPG\|centro\|600px]]


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	[[ File:Richiama su occupato.JPG\|centro\|400px]]		[[ File:Richiama su occupato.JPG\|centro\|400px]]

	==~~Integrazione con~~ CTI==		===CTI integration===
	~~E’ possibile fruire di specifiche funzionalità messe a disposizione da~~ ACD ~~direttamente dai software~~ Kalliope CTI e Kalliope Attendant Console ~~quali ad esempio aggiunta dinamica degli operatori, metter in pausa gli operatori, accedere al supervisor pannel~~.
	~~<br>~~		You can make use of certain features of the ACD service, such as adding dynamic operators, pausing operators, and accessing the supervisor panel, directly from Kalliope CTI and Kalliope Attendant Console.
	~~Si consideri il seguente esempio~~:
	~~<br>~~		You can, for example:
	* ~~attivare la licenza del modulo call center da Impostazioni di Sistema~~ -> ~~Licenze <br>~~
	* ~~nel caso di versione multitenant~~, ~~assegnare la licenza al~~ tenant ~~desiderato <br>~~		* activate the Call Center license from System settings -> LIcenses;
	* ~~assegnare il ruolo di Supervisore all’utente preposto~~		* in multi-tenant systems, assing the license to the desired tenant;
	~~<br>~~		* assign a role to a user.
	~~All’apertura del software~~ Kalliope CTI ~~si avrà a disposizione~~:
	~~<br>~~		Upon opening Kalliope CTI, you will have available:
	* ~~Un nuovo~~ tab ~~che consente di visualizzare le code a cui appartiene ed eventualmente mettersi in pausa.~~
	~~<br>~~		* a new tab allowing you to view the queues you belong to and change your pause status if necessary;

	[[File:Acd Kcti Tab.png\|center]]		[[File:Acd Kcti Tab.png\|center]]
	~~<br>~~
	* ~~Nel caso di ruolo di supervisore è possibile accedere al Super visor~~ panel		* for supervisors, the supervisor panel.

	[[File:Acd Supervisor Panel link.png\|center]]		[[File:Acd Supervisor Panel link.png\|center]]

Troccoli il 11:02, 9 mar 2022

2022-03-09T11:02:42Z

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	IMPORTANT NOTE: if an operator with the lowest penalty does not answer, also if it is available, the queuing engine will not pass the call to the operators with the next higher penalty but will continue to make the operator with the lowest penalty ring. In the specific example, if extension 100 is available, the queue will always let it ring until it answers, without scaling to extensions 102 and 101 with a higher penalty.		IMPORTANT NOTE: if an operator with the lowest penalty does not answer, also if it is available, the queuing engine will not pass the call to the operators with the next higher penalty but will continue to make the operator with the lowest penalty ring. In the specific example, if extension 100 is available, the queue will always let it ring until it answers, without scaling to extensions 102 and 101 with a higher penalty.

	~~<div class~~="~~mw-translate-fuzzy~~">		===Queue Parameters===
	~~Within each~~ queue, ~~operators may be assigned different~~ "~~penalty~~" ~~values (~~the ~~lower~~ the ~~value~~, the ~~greater their ability~~ and ~~therefore their chance of being engaged~~ by the ~~system)~~. ~~For example~~, ~~see~~ the ~~following list of members of a~~ queue:		[[File:Auto Pause Enabled.JPG\|right\|250px]]
			* '''Auto pause enabled'''': functionality that pauses an operator who does not answer a queued call. The operation of this option changes depending on the '''ringing strategy''' you choose. In the case of "ringall" it is not important: the automatic pause is not activated. The concept of automatic pause is introduced for callcenter features that allow the central unit to define the roles of supervisor and queue operator. If a user is a queue operator, one of the possibilities is "to pause". A "paused" user is a user who is registered, available and free at telephone level, but cannot be engaged by the queue. The pause/non-pause status is traced in the central unit registers, in order to control the pause time of the operator. The pause is managed through codes that we've already seen in the section of the "Numbering Plan" and by typing the codes - that can be customized - it is possible to pause or un-pause.
	[[File:~~Acd Members~~.~~png~~\|~~350px~~\|~~center~~]]		* '''Ring Strategy''': drop-down menu that allows you to define the commitment policies of the operators on the queue, i.e. the way the system distributes the incoming calls in the queue to the various operators. Drop-down menu choices:
			‣ '''Ringall''': the call arrives at the same time to all free operators in the queue, taking into account the penalty values.
	~~Whenever~~ the ~~strategy~~ is ~~set~~ to ~~"Ringall",~~ the ~~service will ring~~ only the ~~available operators with~~ the ~~least penalty~~. ~~In this example~~, extension ~~100 will ring if it~~ is ~~not busy~~, ~~unregistered, or paused, otherwise both 102~~ and ~~101 will ring~~. ~~Should they also be unavailable~~, ~~103 will ring~~.		[[File:RingAll EN.JPG\|center\|250px]]
			‣ '''Linear''': the call is forwarded to the first free operator according to the sequence in which the members of the queue have been defined (from top to bottom) ignoring the concept of penalties which only applies to ringall
	'''~~N.B.~~''': should the operator ~~with~~ the ~~least penalty be available but fail to answer, the queuing engine~~ will not ~~pass~~ the call to ~~operators with a higher penalty but rather keep ringing~~ the operator ~~with~~ the ~~least penalty. In this example~~, ~~if extension 100 is available~~, it will ~~keep~~ ringing ~~until~~ the operator ~~answers, and~~ the call will not be ~~passed~~ to ~~extensions 102 and 101~~.		[[File:Linear EN.JPG\|center\|250px]]
			‣ '''Less recent''': assigns the call to extensions that have not answered the call for the longest time. The queuing engine of the central unit takes into account the last time the operator served a call from the queue and, consequently, assigns it exclusively to the extension that has not answered the call for the longest time
	If the ~~Call Center module~~ is ~~enabled~~, ~~automatic callback~~ is ~~available. If all operators are busy,~~ the caller ~~may choose~~ to ~~be called back by pressing 5~~. ~~The PBX will ask them~~ to ~~select~~ the number on which ~~they wish to be called as soon as~~ an ~~operator~~ is ~~free~~. ~~It is possible to choose which outbound routing class and corresponding identity to use~~.		[[File:Less Recent EN.JPG\|center\|250px]]
	~~</div>~~		‣ '''Fewestcalls'''': assigns the call to the operator who has answered the least number of calls that is calculated on the current day, unless the central unit restarts
			[[File:Fewest calls.JPG\|center\|250px]]
			‣ '''Round robin memory''': distributes calls with round robin mode among available operators and remembers the last one that tried to call
			[[File:Round robin memory.JPG\|center\|250px]]
			‣ '''Round robin ordered''': like RRMemory, but the order of the operators given in the configuration file is respected
			[[File:Round robin ordered.JPG\|center\|250px]]
			‣ '''Random''': assigns the call randomly among the available operators
			[[File:Random EN.JPG\|center\|250px]]
			* '''Ring timeout''': indicates how many seconds the terminal of the engaged operator should ring (e.g. 15 sec). During these seconds, if the conditions change (another operator becomes free and we are in a ringall policy) the queue will not present the call to the operator who has just become free in the meantime, but will include him in the pull of the callable operators only at the expiration of the next ring timeout
			* '''Retry interval''': the engaged operator rings for a specific number of seconds, there will be a wait of e.g. 5 seconds and then it will go to choose the next operator according to the selected ringing strategy; it will ring again for 15 sec. During the 5 seconds the caller is in the queue and no operator rings.
			* '''Rest interval''': indicates the time (sec.) for which the operator who has just ended the call service (related to the queue), will not be engaged by the queue
			* '''Announce sound file''': option that allows to select a previously loaded audio file. When the operator answers the call, before being connected to the caller, he will listen to an audio file that will remind him which queue the call came from. This kind of option is useful for multiservice call centers that answer on behalf of third parties, for the operator - sometimes - it is functional to present himself to the caller
			* '''Report hold time enabled''': this option allows you to tell the operator how long the caller has been on hold.
			* '''Ring in use enabled''': allows to activate an option if a queue is particularly important, for example related to a high priority service. When engaging operators you ignore
			* Max waiting time (sec.)'': parameter that monitors the maximum waiting time beyond which an overflow action is triggered (see below).
			* Maximum length'': parameter that monitors the maximum number of users allowed in the queue beyond which an overflow action is triggered (see below). (e.g. by entering 0 there are no limitations)
			* '''Failover''': We can perform an audio file and then an failover action, which can be chosen in the drop-down menu

	[[File:Parametri coda.JPG\|centro\|600px]]		[[File:Parametri coda.JPG\|centro\|600px]]

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2022-03-09T10:46:34Z

Creata pagina con "For the penalty-based distinction to work, the '''ringing strategy''' (field present in the "Queue Parameters") must be of type '''ringall''', i.e. all operators must ring (th..."

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	[[File:New Queue.JPG\|centro\|600px]]		[[File:New Queue.JPG\|centro\|600px]]

	~~<div class~~="~~mw-translate-fuzzy~~">		===Members===
	~~When the ACD service presents~~ a ~~call~~ to an operator, ~~it will inform them~~ of the ~~queue identifier via audio and/or telephone display so that they can best deal with~~ the ~~customer~~'~~s request~~.		We can defines the list of operators assigned to this queue.
	~~</div>~~		To add them, just click on the "Add Member" button, you can choose between several '''extensions''' and select '''account''' for each one. If the extension has more than one account assigned, you can choose on which account (terminal) to commit the extension.
			The '''Penalty''' is a value that can be assigned to each operator: the lower the value, the greater the chance of being engaged by the queuing engine. The lower the penalty, the more the operator is a '''holder''' of the service of that queue.
			[[File:Members.JPG\|center\|350px]]

	~~Perché funzioni la distinzione basata sulle penalità è necessario che la~~ '''~~strategia di squillo~~''' (~~campo presente nei “Parametri della coda”~~) ~~sia di tipo~~ '''ringall''', ~~cioè devono squillare tutti gli operatori~~ (~~non c’è una distribuzione mirata sul singolo operatore~~). ~~Quindi soltanto gli operatori disponibili con la più bassa penalità andranno ad essere impegnati~~. ~~Si prenda ad esempio la seguente lista di membri di una coda~~:		For the penalty-based distinction to work, the '''ringing strategy''' (field present in the "Queue Parameters") must be of type '''ringall''', i.e. all operators must ring (there is no targeted distribution on the single operator). Therefore, only the available operators with the lowest penalty will be engaged. Below there's an example of member list of a queue:
	[[File:Acd Members.png\|350px\|center]]		[[File:Acd Members.png\|350px\|center]]

	~~Qualora la politica di impegno degli operatori sia impostata su “RingAll” solo gli operatori disponibili con la più bassa penalità squilleranno~~. ~~Nel caso specifico di questo esempio~~, ~~se l’interno~~ 100 ~~non dovesse essere già occupato~~, ~~non registrato o in pausa~~, ~~squillerà solo lui~~. ~~Altrimenti squillerebbero contemporaneamente gli interni~~ 102 e 101. ~~Solo se anche questi ultimi fossero occupati~~, ~~non registrati o in pausa squillerebbe l’interno~~ 103.		If the operator commitment policy is set to "RingAll", only the available operators with the lowest penalty will ring. In the specific case of this example, if extension 100 is not already busy, unregistered or paused, it will ring. Otherwise, extensions 102 and 101 would ring at the same time. If these extensions are also busy, unregistered or paused, extension 103 will ring.
	~~NOTA IMPORTANTE~~: ~~qualora un operatore con la penalità minore non dovesse rispondere~~, ~~sebbene disponibile~~, ~~il motore di accodamento non passerà la chiamata agli operatori con penalità immediatamente superiore ma continuerà a far squillare l’operatore con penalità minore~~. ~~Nell’esempio specifico se l’interno~~ 100 ~~risultasse disponibile la coda farebbe squillare sempre lui fintantoché non dovesse rispondere~~, ~~senza scalare sugli interni~~ 102 e 101 a ~~penalità superiore~~.		IMPORTANT NOTE: if an operator with the lowest penalty does not answer, also if it is available, the queuing engine will not pass the call to the operators with the next higher penalty but will continue to make the operator with the lowest penalty ring. In the specific example, if extension 100 is available, the queue will always let it ring until it answers, without scaling to extensions 102 and 101 with a higher penalty.

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2022-03-09T10:39:36Z

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	~~<div class~~=~~"mw-translate-fuzzy">~~		==Configuration==
	* Ringall: ~~the call is presented simultaneously to all free operators in the queue;~~		[[File:PBX, Queues and Callgroups.png\|right\|300px]]
	* Linear: the call is presented to the first free operator in a predefined order;		To access the service just click on "PBX" > "Queues and call groups". We'll be on the page dedicated to the list of configured queues with the main parameters.
	* Leastrecent: the call ~~is presented to the operator who hasn~~'~~t answered a call for~~ the ~~longest time;~~		By clicking on "Add new queue", we can move on to the configuration of the new queue.
	* Fewestcalls: the call is presented to the ~~operator who has answered~~ the ~~fewest calls;~~		[[File:QueueList CallgroupList.JPG\|center\|300px]]
	* RRMemory: distributes calls in round robin mode among the available operators and rememers the last one it tried to ~~call;~~
	* RROrdered: as RRMemory but respects the ~~order~~ of the ~~operators in the configuration file;~~
	* Random: ~~the call is presented randomly among the available operators~~.
	~~</div>~~


	~~<div class=~~"~~mw-translate-fuzzy~~">		There are the following fields:
	~~An operator can be a member of several queues with different priorities. If multiple calls occur at~~ the ~~same time~~, the ~~service will present~~ to the ~~operator~~ the ~~one originating~~ from the ~~highest priority queue~~.		* '''Enabled''': a button that allows to select the queue as active/inactive
	~~</div>~~		* '''Name''': you can insert the name you want to give to the queue (e.g. "Assistance")
			* '''Priority''': numerical value that allows you to define which queue should have priority over the others, the higher the value, the higher the priority
			* '''CLID name prefix''': the prefix is added to the caller ID (CLID) and allows to indicate on the display of the telephone terminal the specific queue from which the call comes (e.g. "ASS" for "Assistance")
			* '''Checktime''': it is possible to choose the time controls already previously configured

	[[File:~~Aggiungi Nuova coda parametri~~.JPG\|centro\|600px]]		[[File:New Queue.JPG\|centro\|600px]]

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