puzz-dusqueueThe SIP-PBX DUStel business has been extended with an Automated Call Distribution (or Queue-System). The System can be applied in all orders or support-hotlines . A company offers a hotline phone number for their customers. Customers who call this number, are placed in a queue, until an employee answers the call. This employee does not have to sit in the office while using our DUStel business, but can be distributed worldwide in a Homeoffice. This and much more is possible with DUSqueue.

The DUSqueue is enabled for each DUStel business right now. Under Apps -> Queue Settings you can setup a queue within a minute. Under the user queue statistics are detailed statistics for the queue they are available. There, all calls will be counted, calculated totals and average values ​​over waiting times and much more (see Tab 1).

The performances of the queues in each:

Leistungsmerkmal Wert
Number of different queues per tariff

Logical limitation by number of telephone numbers of the customer account

Number of entries per queue

Logical limitation by number of telephone numbers of the customer account

Number of agents (SIP ports) per queue

Logical limit by number of SIP ports of the customer account

Number of timerules each number rules

unlimited 

Files for music on hold per phone number

1 (MP3-Format)

Files for message when switched off per queue

1 (MP3-Format)

Files for greeting with activated queue

1 (MP3-Format)

Files for announcement of queue to agent

1 (MP3-Format)

BLF (Busy Lamp Field) support all ports (agents)

Yes, via subscriptions 

Announcement of the waiting time for the caller to the agent

can switched off

Announcement of the position of the caller in the queue

can switched off

Announcement of the calculated waiting time for the caller

Yes, no, yes but once at the beginning

Ring time, ring pause

configurable

Wrapup time (pause after the call an agent)

configurable

Agent can pause/unpause (no call will be routed to agent)

Pause and unpause via speeddial *30/*31

Statistics 

Detailed per queue, overview agents, agent details

Tab 1

Illustration 1 Main Screen Illustration 2 Number administration Illustration 3 Audio file administration Illustration 4 Agent administration
   
 Illustration 5 Time control Illustration 6 Test run of a timetable Illustration 7 Statistics