Grandstream Networks, Inc.
UCM6xxx Series – Call Queue Configuration Guide
Table of Content
INTRODUCTION ............................................................................................................. 3
CALL QUEUE OVERVIEW ............................................................................................. 4
CALL QUEUE CONFIGURATION .................................................................................. 5
Creating / Editing Call Queue .................................................................................................................... 5
Call Queue Settings................................................................................................................................... 6
Agent Login Settings (Dynamic Agents) .................................................................................................... 8
CALL QUEUE APPLICATION EXAMPLE ...................................................................... 9
Table of Figures
Figure 1: Call Queue Diagram ...................................................................................................................... 4
Figure 2: Configuring Call Queue ................................................................................................................. 5
Figure 3: Agent Login Settings ...................................................................................................................... 8
Figure 4: Call Queue flow example ............................................................................................................. 10
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UCM6XXX Call Queue Guide
INTRODUCTION
UCM6xxx series support Call Queue feature which allows incoming calls to be queued while agents are
busy with other calls. Call queue allows the UCM6xxx to keep incoming calls in a queue until an agent is
available to answer while a music on hold/announcement is played for callers during waiting time.
Call Queue feature can be used in different environments such as support call centers, offices...
The UCM6xxx Call Queue module allows you to create up to 10 call queues with 100 members and design
them using a full set of options such as music on hold to play during waiting time, wrapup time, call
distribution strategy, report hold time and more, allowing callers to speak with agents as quickly and
painlessly as possible.
This document introduces the configuration of call queue feature on the UCM6xxx series including strategy,
announcement and agent’s configuration.
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UCM6XXX Call Queue Guide
CALL QUEUE OVERVIEW
The following diagram illustrate the call queue process on the UCM6xxx:
Call Queue Agents
UCM6xxx
Callers
Figure 1: Call Queue Diagram
Call Queues consist of:
- Callers: Incoming calls placed in the queue.
- Agents: Members defined to answer the queue calls. Agents can be either static or dynamic.
- Call queue strategy: A strategy for how to handle the queue and distribute calls between members.
Ring all agents: Calls always ring at all agents’ phones until one of them answers the call.
Ring linear: The calls will ring at agents’ phones following an order previously configured. Only
for permanently assigned agents (static agents).
Ring least recently called agent: The system selects the agents who have not answered the
phone for the longest period.
Ring agent with fewest calls: The system assigns the call to the agent with the lowest number
of calls answered so far.
Ring random agent: The system will choose an agent randomly.
Round robin: It remembers the last agent who answered the phone, and new call will be
directed to the next available agent in round robin queue.
- Music on hold: Music or advertisements played for callers while waiting in the queue.
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UCM6XXX Call Queue Guide
CALL QUEUE CONFIGURATION
Creating / Editing Call Queue
The UCM6XXX series support call queue by using static agents (up to 100 agents) or dynamic agents.
Call Queue system can accept more calls than the available agents. Incoming calls will be held until next
representative is available in the system. Call queue settings can be accessed via Web GUI->PBX->Call
Features- >Call Queue.
Please refer to following steps in order to create a new call queue:
1. Access the web GUI -> PBX -> Call Features -> Call Queue.
2. Click on "Create New Queue" to add call queue.
Note: Click on to edit an existing call queue, or click on to delete it.
3. Specify the call queue extension number and name under Extension and Name fields.
4. Configure the call queue strategy under Strategy.
5. Select available agents to receive calls. This field allows to define static agents.
6. Configure music on hold and ring timeout and press Save button to apply the new changes.
Figure 2: Configuring Call Queue
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UCM6XXX Call Queue Guide
Call Queue Settings
The call queue configuration parameters are listed in the table below:
Table 1: Call Queue Configuration Parameters
Extension Configure the call queue extension.
Name Configure the call queue name to identify the call queue.
Select the strategy for the call queue.
Ring All
Ring all available Agents simultaneously until one answers.
Linear
Ring agents in the specified order.
Least Recent
Ring the agent who has been called the least recently.
Strategy Fewest Calls
Ring the agent with the fewest completed calls.
Random
Ring a random agent.
Round Robin
Ring the agents in Round Robin scheduling with memory.
The default setting is "Ring All".
Select the Music On Hold class for the call queue.
Music On Hold Note: Music On Hold classes can be managed from Web GUI-> PBX->Internal
Options->Music On Hold.
Configure whether the callers will be disconnected from the queue or not if the queue
has no agent anymore. The default setting is "Strict".
Yes
Callers will be disconnected from the queue if all agents are paused or invalid.
Leave When
No
Empty
Never disconnect the callers from the queue when the queue is empty.
Strict
Callers will be disconnected from the queue if all agents are paused, invalid or
unavailable.
Configure whether the callers can dial into a call queue if the queue has no agent. The
default setting is "No".
Yes
Dial in Empty Callers can always dial into a call queue.
Queue No
Callers cannot dial into a queue if all agents are paused or invalid.
Strict
Callers cannot dial into a queue if the agents are paused, invalid or unavailable.
Dynamic Login If enabled, the configured PIN number is required for dynamic agent to log in. The
Password default setting is disabled.
If enabled, the UCM will replace the caller display name with the Call Queue name the
Replace Caller ID
caller know whether the call is incoming from a direct extension or a Call Queue.
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UCM6XXX Call Queue Guide
Configure the number of seconds an agent will ring before the call goes to the next
Ring Time Out
agent. The default setting is 15 seconds.
Configure the number of seconds before a new call can ring the queue after the last
Wrapup Time call on the agent is completed. If set to 0, there will be no delay between calls to the
queue. The default setting is 15 seconds.
Retry Time Configure the number of seconds to wait before ringing the next agent.
Configure the maximum number of calls to be queued at once. This number does not
include calls that have been connected with agents. It only includes calls not connected
Max Queue
yet. The default setting is 0, which means unlimited. When the maximum value is
Length
reached, the caller will be treated with busy tone followed by the next calling rule after
attempting to enter the queue.
If enabled, the UCM6100 will report (to the agent) the duration of time of the call before
Report Hold Time
the caller is connected to the agent. Default setting is "No".
If enabled, users will be disconnected after the configured number of seconds. The
Wait Time default setting is "No".
Note: It is recommended to configure "Wait Time" longer than the "Wrapup Time".
If enabled, the calls on the call queue will be automatically recorded. The recording
Auto Record files can be accessed in Queue Recordings under web GUI->PBX->Call
Features->Call Queue.
If enabled, the incoming call for the call queue will be routed to the destination
Enable
configured in the next field if none of the agents answers the call after ringing for a time
Destination
of “Ring Timeout”.
Configure the global timeout (in seconds) of call queue. It must be bigger than the
Queue Timeout value of ring timeout. The call in the queue will be transferred to the failover destination
directly if this time is exceeded.
Failover Configure the call destination for the call to be routed to if no agent in this call queue
Destination answers the call.
When present in an INVITE request, the alert-Info header field specifies and alternative
Alert-Info
ring tone to the UAS.
Enable Feature
Enable feature codes option for call queue. For example, *83 is used for “Agent Pause”
Codes
Select the available users to be the static agents in the call queue. Choose from the
Agents available users on the left to the static agents list on the right. Click on to
arrange the order. Same agent can be member in different call queues.
Notes:
Call queue feature code "Agent Pause" and "Agent Unpause" can be configured under Web
GUI->PBX->Internal Options->Feature Codes. The default feature code is *83 for "Agent Pause" and
*84 for "Agent Unpause".
Queue recordings are shown on the Call Queue page. Click on to download the recording file
in .wav format; click on to delete the recording file. To delete multiple recording files by one click,
select several recording files to be deleted and click on “Delete Selected Recording Files” or click on
“Delete All Recording Files” to delete all recording files.
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UCM6XXX Call Queue Guide
Agent Login Settings (Dynamic Agents)
Under Call Queue page, users can also configure Agent Login Extension Postfix and Agent Logout
Extension Postfix. These settings allow to login/logout from a specific queue manually. Logged in agents
are considered as dynamic agents.
Click on "Agent Login Settings" to configure Agent Login/Logout Extension Postfix settings as displayed
on following figure:
Figure 3: Agent Login Settings
Example:
- Call Queue extension is 6500.
- Agent Login Extension Postfix is * .
- Agent Logout Extension Postfix is ** .
To login as dynamic agent and start receiving calls, users could dial 6500*
To Logout, users should dial 6500**. Once logged out, the user will stop receiving queue calls.
Note: Dynamic agents don't need to be listed as static agent and can log in/log out at any time.
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UCM6XXX Call Queue Guide
CALL QUEUE APPLICATION EXAMPLE
The company ABC has different departments (Sales, Marketing, Support…) and needs to manage incoming
calls per department.
In this scenario we will assume the following:
Inbound route is configured to redirect all the incoming calls to a main IVR and caller needs to specify
which department to reach by pressing corresponding key (IVR already configured).
Sales department has 5 members with extensions: 1000, 1001, 1002, 1003, 1004.
Incoming calls to Sales department should ring all Sales agents.
Marketing department has 3 members with extensions: 1005, 1006, 1007.
Incoming calls to Marketing department should ring in order.
Support department has 10 members with extensions: 1008, 1009, 1010, 1011, 1012, 1013, 1014,
1015, 1016, 1017.
Incoming calls to Support department should ring the available agent.
In order to fulfill company ABC requirements, we need to create 3 call queues, define corresponding
members and ring strategies.
The following steps show how to achieve this:
1. Access UCM6XXX web GUI > PBX > Call Features > Call Queue.
2. Click on to create a new call queue.
3. Specify the call queue extension number under Extension field.
4. Define a name for this call queue.
5. Configure the call queue strategy under Strategy.
6. Select available agents to receive calls.
7. Press Save button to apply the new changes.
Repeat above steps for each call queue. The following table shows required settings for each queue
respecting the company requirements.
Call Queue Call Queue Strategy Static agents
Extension Name
6500 Sales_queue Ring All 1000, 1001, 1002,
This strategy will make all members ring at 1003, 1004
the same time when receiving queue calls,
until one of the members answers.
6501 Marketing_queue Linear 1006, 1005, 1007
This strategy will make the queue call ring at
first extension in the list (1006), if no answer
it will ring 1005, if no answer it will ring 1007.
6502 Support_queue Round Robin 1008, 1009, 1010,
This strategy will ring first available agent, 1011, 1012, 1013,
the second call will ring the first available 1014, 1015, 1016,
agent ignoring the agent that answered 1017
previous call.
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UCM6XXX Call Queue Guide
The following figure shows company ABC call queue flow:
Incoming Calls
Main IVR
To speak with Sales To speak with Marketing To speak with Support
press 1 press 2 press 3
Sales_queue Marketing_queue Support_queue
Ring in order
All available
sequence of 1st Call 2nd Call
agents will
available
ring at same
agents
time
Agent 1: 1006 Agent 1: 1008 Ringing No Ring
Agent 1: 1000
No answer Agent 2: 1009 No Ring Ringing
Agent 2: 1001
Agent 2: 1005 Agent 3: 1010 No Ring No Ring
Agent 3: 1002
Agent 4: 1011 No Ring No Ring
No answer
Agent 4: 1003
Agent 3: 1007 Agent 5: 1012 No Ring No Ring
Agent 5: 1004
Agent 6: 1013 No Ring No Ring
Agent 7: 1014 No Ring No Ring
Agent 8: 1015 No Ring No Ring
Agent 9: 1016 No Ring No Ring
Agent 10: 1017 No Ring No Ring
Figure 4: Call Queue flow example
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UCM6XXX Call Queue Guide
