Queues

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Queues allow more callers than available destinations. Callers hear music on hold until a destination is free to take their call.

To add a new queue

  1. Log in to the VProvider web interface.
  2. If you wish to record calls to this queue, make a record group.
  3. Go to Features ยป Queues.
  4. Click the “New” button.
  5. Enter the following:
    • A name for the queue.
    • Optionally a description.
    • The owner. This person may edit the queue even if they are not an administrator.
    • The priority for the queue. Calls on high priority queues get delivered first. Calls on queues of the same priority are delivered on a first come, first serve basis.
    • What order to try queue destinations.
    • Which destination or destinations to call within each priority.
    • Whether to request destinations to auto-answer. This only affects local SIP handsets, and only if the handset supports this feature.
    • How long to ring each destination for. If a destination does not answer, the call is returned to the queue and other destinations tried.
    • Whether to allow destinations to forward calls on wards. This is not recommended as it can cause loops.
    • Whether to screen calls. If set to yes, the destination will be asked if they wish to accept the call.
    • Which record group to use to record calls, if you have any.
    • Which music to play to callers on hold, if you have any.
    • Whether to play the uploaded message. This option is only shown if you have already uploaded a message for this queue.
    • Whether to play the caller’s position in the queue.
    • Whether to play message and/or position before entering the queue.
    • How often to play the message and/or position.
    • The wrap-up time. Destinations will not be tried for this length of time after their last answered call that was delivered via a queue.
    • Whether to log out destinations if they miss a certain number of calls.
    • Whether or not to allow calls to call themselves back when the reach the head of the queue, and what callerid to use when calling them back.
    • The destination to route calls to this queue to if none of the destinations answer before the maximum hold time, or maximum calls are reached.
    • Whether to display this queue in the control panel.
    • The maximum number of queued calls. If additional calls enter the queue, they will sent immediately to the maximum calls or maximum hold time destination.
    • How long to hold for before giving up.
    • Whether to exit if no destinations are logged in when the call enters the queue.
  6. Click the “Save” button.
  7. Click the “Add a destination” link.
  8. Choose the destination.
  9. Click the “Save” button.
  10. Repeat for other destinations as desired.
  11. Optionally, make a feature code or feature codes pointing to “Log in to all queues”, “Log out from all queues”, or “Toggle availability in all queues”.
  12. Optionally, make a number or numbers (or IVR menu destinations) pointing to “Log in to all queues”, “Log out from all queues”, or “Toggle availability in all queues” to allow external queue destinations to set their availability.

Each destination will only be sent one call at a time.