Calls Inbound¶

The calls inbound queue is used to handle incoming calls.

Create a New Calls Inbound Queue/Edit a Calls Inbound Queue¶

Go to Manage → Queues . To create a new queue from scratch, click Add new and select Calls inbound. To use an existing queue as a template for your new one, click Clone in the Actions column. To edit an existing queue , click its title. The queue details will open.

Calls Inbound Queue Details¶

Fill out the Unique queue number, Title and Description (optional), then set up your queue Queue Number Auto-Suggestion Daktela will automatically suggest the next available number based on previous numbers of the same queue type (including deleted ones).

Warning

To make your queue work correctly:¶

After you are done creating your Calls inbound queue, don't forget to make it the destination of one of your Call Routings.

Tip

Tip¶

Don't forget to set up:

which Agents can use the queue.
the queue's relations.
the queue's widget scheme. See Queues for instructions.

Queue Field Details¶

Open more settings using theExtended button in the top right corner.

Field	Description
Call steering description	Enter hint words for the call steering application.
Advanced settings
Allow description	Turn on to activate the description field as part of the activity created using this queue. Agents can enter a description of the activity.
Form save time (Extended)	Select the time agents have to fill out and save the activity form after the interaction with the customer ends. The "Lazy" pause will automatically be set after this time runs out.
CID prefix	Text added before the Caller ID name on extensions using this queue. Example: with prefix "Sales:", a call from John Doe displays as "Sales:John Doe". Max. 64 characters.
Recording for agent	Select a recording that will be played back to the agent before they are connected with the caller. E.g. "this call is from the Sales queue" or "the following call is from the Technical support queue". To add more recordings, go to Manage → Routings → Calls → Advanced settings → System recordings.
Play recording before joining (Extended)	Select a recording that will be played back to the customer before they join the queue. To add more recordings, go to Manage → Routings → Calls → Advanced settings → System recordings.
Play recording after joining	Select a recording that will be played back to the customer after they join the queue. To add more recordings, go to Manage → Routings → Calls → Advanced settings → System recordings. If your recording is longer than Max. waiting time, it will not be played to the end.
Ringtone	Select the music that will be played back to the caller while they are waiting in the queue or when they are put on hold. You can upload your own music in Manage → Routings → Calls → Advanced settings → Background Musics. Inherit : the ringtone from the previous application will be used. Ring : the standard ringing tone is played without any music, and the call is not actually answered until an agent picks it up. This option can only be used if no announcements before entering the queue or queue IVR are used — if they are, the Ringanswer option is played instead. Ringanswer : the standard ringing tone is played without any music. The actual call is already answered and the ringtone is being played from the media. Default : our own predefined music. None : no music (silence).
Max. waiting time	The maximum time a customer can wait in the queue. When it runs out, the call is routed to the next target. Time spent ringing at an agent ("Agent ring time") may be added to the maximum time. See the Documentation for an example.
Max. waiting count (Extended)	The maximum number of activities waiting for distribution in the queue. Activities already ringing at an agent don't count. When the limit is reached, the next activity is routed to the next target. Checked only once, when the activity enters the queue.
Priority	Set the queue's priority for distribution of activities to agents: 0 – highest, 10 – lowest. When agents are logged in to several queues, activities from queues with a higher priority will be distributed to them first.
Enter queue conditions	Select the conditions under which the caller can't enter the queue.
Remove from queue conditions	Select the conditions under which the caller will be removed from the queue.
Search agent by CRM	Turn on if you want the caller to be connected to the user of the CRM contact. This setting can't be used simultaneously with the "Call last agent" option. Exclusively - activity will be distributed only to contact's agent. If available - trying to reach contact's agent in first distribution, if they are not available, distribution strategy is used next.
Call last agent	Turn on if you want the caller to be connected to the same agent as during their last call. Don't forget to set up Last agent hours.
Last agent hours	How far back (in hours) the system looks for the agent who last spoke to the caller. This parameter will only be used if Call last agent is set to Yes.
Automatic Pause	Select if an agent that rejects or doesn't answer an activity should automatically be put on the Lazy pause.
Ring time / Agent ring time	Select how long the agent has to answer the call. Calls will be routed to the next agent after this time passes.
Wrapup time	The pause an agent gets after finishing an activity before the next one can be routed to them (the length of the Wrap pause).
Call busy agent	Turn on to allow call distribution to agents that are already speaking to someone on another call. Use only with one agent – turning this setting on overrides the distribution strategy! Used mostly when agents have external phone numbers linked through an external call routing system.
Auto answer (Extended)	Turn on if incoming activity should be answered automatically.
Distribution strategy	See more information below.
Multiple statuses	Allow or disallow users to set multiple statuses for activities using this queue.
Tab autofocus	Turn on to automatically open the tab with the activity.
Missed activities	Turn on to activate missed activity notifications which you can use to contact customers back. Set up the queues you want to use for this purpose in "Missed activity settings" below.
Idle activity notification	If an agent in another browser tab doesn't interact with an open activity for this amount of time, they receive a notification.
Blacklist database	If you select a database, users with blacklisting rights can ban a customer in the activity of this queue. The ban will be added to the blacklist of that database. For call type queues, you have the option to choose the "Global for all calls and incoming SMSes" database, which allows you to block the caller's number across all incoming routes and prevent any outgoing calls to that number.
Missed activity settings
Missed display time	Select for how long missed activity notifications stay in Missed activities.
Call queue	Select the outgoing call queue you want to use to call customers back from Missed activities.
Time limit	Choose the minimum time a call has to ring to be considered a missed call.
Auto call back	Turn on to automatically call missed calls back when an agent is available. If you select a calls outbound queue, the agent must have rights to the selected outbound queue to make automatic callbacks. Auto-callback also follows the distribution strategy configured for this queue.
SMS queue	Select the SMS queue you want to use to text customers back from Missed activities.
Email queue	Select the email queue you want to use to email customers back from Missed activities.
Periodic announcement
IVR menu jump	The IVR played to waiting callers when no agents are available. The IVR is part of the queue and its menu can only contain single-digit options. Turn on "IVR immediately" to start it as soon as the call enters the queue; otherwise the delay before the first playback is set by "IVR repeat". The IVR keeps repeating at that interval until "Max. waiting time" runs out and the call is sent to the next target.
IVR repeat	How often the IVR is repeated. The interval is counted from the start of the IVR playback – take the length of your recording into account. If "IVR immediately" is turned off: – this is also the delay between the call entering the queue and the first IVR playback. – if you select "Don't repeat", the IVR is not played at all.
IVR immediately	Turn on to play the IVR selected in "IVR menu jump" immediately when the call enters the queue and no agent is available. When off, the first playback starts after the "IVR repeat" interval.
Position announcement (Extended)	Turn on to let the caller know how many people are ahead of them in the queue.
Position announcement repeat (Extended)	Select how often the position announcement should be repeated. The interval is counted from the beginning of the announcement playback.
Announcement language	Select the announcement language.
Monitoring
Show monitoring notifications to agent	An icon is placed in the call activity showing that call monitoring is active for the specific agent.
Play monitoring audio notification in call	A recording played in the call which notifies the agent about monitoring start and stop. Select your recordings in the fields below.
Recording at monitoring start	Select a recording that will be played when call monitoring is started.
Recording at monitoring stop	Select a recording that will be played when call monitoring is ended.
Recordings
When to record calls	Select if and when calls using this queue should be recorded. Note that these settings can be defined on user and queue level and if they are set differently, if one of these is set to record, then the call will be recorded. Do not record : Calls are not recorded. Note that if this setting is used in the user or queue and the other (user or queue) is set to record calls, the call will be recorded anyway. Record from call start : Recording starts from the moment the call first reaches the user or queue (includes ringing and early media). Continues across transfers to other agents in the same queue. If the call is transferred to a different queue, the new queue's recording setting takes over. Stops if the call is transferred to an external number. Record after call is bridged : Recording starts when the call parties are connected (no ringing or early media). Continues across transfers to other agents in the same queue. If the call is transferred to a different queue, the new queue's recording setting takes over. Stops if the call is transferred to an external number. Record after call is bridged including call transfer : Same as Record after call is bridged, but recording also continues when the call is transferred to an external number.
Allow call recording interruption	Select if the user or users calling via this queue can pause and resume call recording. Note that if this setting is different in the user or the queue, if one of these is set to "Yes", then recording can be interrupted.
Recording retention	Select how many days to keep recordings of calls made using this queue. The value can't be more than the Maximum recording retention value which is set globally for the entire contact centre. Leave empty or set to 0 to use the Maximum queue recording retention value.
Notification when recording is started	Select the sound played when call recording starts.
Notification when recording is stopped	Select the sound played when call recording stops.
Thresholds (Extended)
Threshold max time (Extended)	Calls waiting longer than the set time will turn red in the realtime panel and on wallboards.
Threshold free users (Extended)	When fewer than the set number of agents is available, agents will turn red in the realtime panel and on wallboards.
Threshold waiting calls (Extended)	When more than the set number of calls is waiting, calls will turn red in the realtime panel and on wallboards.
Forms
Use record form	Turn on if you want to use a record form. Don't forget to add the record form to your widgets using the grey Widgets button in the Actions column of the queue list.
Select records	Turn on to allow agents to manually pick and call any campaign records that meet the relevant conditions.
Skip records	Turn on to allow agents to manually pick and call any campaign records that meet the relevant conditions.
Campaigns	Select the campaigns you want to connect with this queue. If a call's phone number is part of a record in one of the campaigns selected here, agents can assign the call to the campaign record in the campaign widget. Example: Agent Fred opens a campaign form and makes a call but the customer does not answer. The customer calls back when they see the missed call and gets through to agent Jane. She will be able to assign the call to the original campaign and be able to use the the same form as Fred. If no campaigns are selected , the new record will automatically be created in this queue.
Next targets
Target if not answered	Select where the call will be routed if it is not answered – ie. when Max. waiting time, Max. count waiting, Enter queue conditions or Remove from queue conditions are met.
Target if answered	Select where the call will be routed after an answered call is ended by the agent.
Macro links (Extended)
Links (Extended)	Set up an external URL, e.g. a customer card, that can be opened when using this queue. Name: enter the button label that appears when multiple addresses are set up. URL: enter an external URL address. You can use wildcards that will automatically be replaced with current values (all activity properties are available, e.g. {{user.title}} is the title of the user assigned to the activity). Open: enable to automatically open the external URL when an agent accepts an activity using this queue. Unique: when an agent has multiple activities in this queue open at the same time, enable to open each external URL in a separate new window. Disable to open in the same window. Popup: enable to open the external URL in a popup window instead of a new tab. Set up the width and height of the popup window.
Macro transport
Transports (Extended)	Set up predefined activity transfers and invites for agents using this queue. Title : enter the name that will be displayed in the transfer/invite dropdown menu. Destination : enter the phone number queue or user number that you want to transfer to/invite Transfer and Invite : turn on the option you want to use or both.
Tickets
Category	Select a category that will automatically be assigned to tickets created in activities using this queue.

Distribution Strategy¶

The distribution strategy you select determines how activities that use the queue will be allocated to your agents. Each strategy takes into account agents' priority (also know as penalty ) in the queue depending on the rights they use (0 – highest priority, 10 – lowest priority). You can set up the priorities in each queue by clicking Change in the Agents column. Examples below illustrate how each distribution strategy distributes activities to agents. We will work with 6 agents and their priorities in the queue:

Rachel and Paul – priority 0 – the most competent to deal with activities in the queue
Tom and Sophie – priority 5 – can help out if Rachel and Paul are busy
Julia and Terry – priority 9 – should only answer activities in the queue if there is no other option Everyone
This strategy first distributes the activity to all the users with the highest priority at once. If they are available, it will ring there until Wait time runs out or all agents reject the activity.
If there are no agents with the highest priority available or if no one in the group answers the activity, it will be distributed to all users of the next priority group.
If there are no agents available or if the activity is rejected or not answered before Wait time runs out, it will distributed to all agents
with higher priority if they become available while it is ringing.
with lower priority. Example 1:
All agents are available.
An activity comes in via the queue and starts ringing for Rachel and Paul. Neither of them answer and Wait time runs out.
The activity starts ringing for Tom and Sophie as they have the next priority. They both reject the activity.
The activity goes back to Rachel and Paul as they are available and have the highest priority. Example 2:
Everyone but Julia is chatting to customers.
An activity comes in via the queue and starts ringing for Julia. As it's ringing, Tom's and Sophie's activities end. Julia doesn't answer and Wait time runs out.
The activity starts ringing for Tom and Sophie. Meanwhile, Rachel's activity ends. Tom rejects the activity, Sophie doesn't answer and Wait time runs out.
The activity starts ringing for Rachel as she has the highest priority. Everyone in Priority Order
This strategy first distributes the activity to all the users with the highest priority at once. If they are available, it will ring there until Wait time runs out or all agents reject the activity.
If there are no agents with the highest priority available or if no one in the group answers the activity, it will be distributed to all users of the next priority group.
If there are no agents with the next priority available or if no one in the group answers the activity, it will be distributed to all users of the next priority group in line, regardless of any agents that have become available in higher priorities.
If the activity is not answered even in the group with the lowest priority, distribution will start again from step 1.

Example 1:

All agents are available.
An activity comes in via the queue and starts ringing for Rachel and Paul. Neither of them answer and Wait time runs out.
The activity starts ringing for Tom and Sophie as they have the next priority. They reject the activity.
The activity starts ringing for Julia and Terry as they have the next priority. They reject the activity.
The activity goes back to Rachel and Paul – the distribution starts again from the beginning. Example 2:
Everyone but Julia is chatting to customers.
An activity comes in via the queue and starts ringing for Julia. As it's ringing, Tom's and Sophie's activities end. Julia doesn't answer and Wait time runs out.
Because Julia is in the lowest priority, the activity goes back to the beginning, but Rachel and Paul are busy, so it starts ringing for Tom and Sophie. They don't answer and Wait time runs out.
The activity goes back to Julia as she is the only agent available in the next priority group. Least Recent

Info

Least recent call distribution : the time of the last call is calculated based on activities in the last 2 hours.

Info

By default, the Least recent distribution strategy takes into account All activity types except Custom. If you want it to only take into account Only same activity type as this queue or All activity types, go to Global Settings, and change the Least recent – check by activity types field.

This strategy first distributes the activity to an available agent with the highest priority.
If there are several agents that have the highest available priority, the one with the longest time since closing their last activity will be selected. If that is the same as well, the agent that has been logged in to the queue longest will be selected.
If there are no agents available or if the activity is rejected or not answered before Wait time runs out, it will go to another agent
with higher priority if they become available while the activity is ringing.
with the same priority.
with lower priority if there are no agents with the same or higher priority available. If an agent is the last available one with the highest priority and they reject or don't answer an activity, it will be distributed to them again straight away (unless Automatic pause is turned on). Example 1:
All agents are available.
An activity comes in via the queue and starts ringing for Rachel. She doesn't answer and Wait time runs out.
The activity goes to Paul. He doesn't answer and Wait time runs out.
The activity goes back to Rachel. She doesn't answer and Wait time runs out.
The activity goes back to Paul.
Unless both Paul and Rachel Go Unready or start a pause, the activity will never go to a lower priority. Example 2:
Everyone but Julia is chatting to customers. Automatic pause is turned on in the queue, meaning that if an agent doesn't answer an activity, they will be put on an unpaid pause.
An activity comes in via the queue and starts ringing for Julia. As it's ringing, Tom's, Sophie's and Rachel's activities end (in that order). Julia doesn't answer and Wait time runs out – she is put on an unpaid pause.
The activity goes to Rachel because she has the highest priority. She doesn't answer and Wait time runs out – she is put on an unpaid pause.
Paul is still busy, so the activity proceeds to the next priority.
The activity goes to Tom as he has been inactive longer than Sophie. Random in Priority Order
This strategy first distributes the activity to a random available agent with the highest priority to whom the activity has not yet been distributed.
If the activity is rejected or not answered before Wait time runs out, it will go to another agent to whom the activity has not yet been distributed
with the same priority.
with lower priority if there are no agents with the same priority available.
Once the activity has been distributed to all agents in all priority groups and no one has answered, the process begins again from step 1. Example 1:
All agents are available.
An activity comes in via the queue and starts ringing for Rachel. She doesn't answer and Wait time runs out.
The activity goes to Paul. He doesn't answer and Wait time runs out.
The activity goes to the next priority group, to a random agent –Tom. He doesn't answer and Wait time runs out.
The activity goes to Sophie. She rejects it.
The activity goes to the next priority group, to a random agent – Julia. She doesn't answer and Wait time runs out.
The activity goes to Terry. He rejects it.
The process starts again from step 1. Example 2:
Everyone but Julia is chatting to customers.
An activity comes in via the queue and starts ringing for Julia. As it's ringing, Tom's, Sophie's and Rachel's activities end. Julia doesn't answer and Wait time runs out.
Julia was the only available agent in the lowest priority – the activity will go to Rachel (Paul is still busy). She doesn't answer and Wait time runs out.
The activity goes to the next priority – first to Tom, then Sophie. They both don't answer.
The activity goes back to Julia.

Warning

Call Last Agent¶

If Call Last Agent is turned on and a call comes in before Last Agent Hours runs out, it will first be distributed to the agent that spoke to the customer last. If the agent rejects the call or doesn't answer before Ring time runs out, distribution will continue from the beginning as per the diagrams above. The time the call spends ringing at the last agent is counted towards Max. waiting time .

Notes¶

Auto call back: When you have a missed call from a customer Daktela will autamaticly call back to that number. Make sure you have a assign device or you are not on pause, to auto call back wont work. Max. waiting time and Ring time : even though Max. waiting time defines how long the caller can stay in the queue before being sent to the next target, in some cases they may actually remain in the queue longer – potentially up to the sum of Max. waiting time and Ring time. This is because Ring time defines how long agents have to answer calls. If the call starts ringing at an agent just before Max. waiting time runs out, the caller will stay in the queue until the agent answers or the agent's Ring time runs out too. Example: Max. waiting time set to 10 seconds. Ring time set to 10 seconds.

The caller is waiting in the queue for a free agent.
After 7 seconds, an agent becomes available.
The call starts ringing at the agent
The agent doesn't answer and after 10 seconds, the call is routed to the next target. Total wait time is 17 seconds.
The agent answers after 5 seconds. Total wait time is 12 seconds.