Queue multiple buttons or dispatch calls by hand

zaritronic

Joined
Apr 29, 2009
Messages
54
Likes
0
Points
0
#1
I have a setup such that all incoming calls will first go through a welcome message then
they will go in a queue, the intention being to let an operator managing the FOP window
to manually dispatching the call.

The operator can perform the dispatch operation by dragging & dropping the call from the
queue onto the target extension as long as there is only one call in the queue.
When more calls are in the queue, the drag & drop manipulation does not achieve the intended
objective + it kills all calls in that queue.

Is it possible for each queue to have as many slots (i.e. FOP buttons) as the max number
of calls in the queue, sort of like the way the parking lots function works?

Or, approaching the solution from a different point-of-view, how may I achieve programmatically
to park the call onto the first available parking slot?
Once the call is in its own slot of the parking lot, the operator would have no trouble
performing the intended drag & drop manipulation selectively on each call.

Or maybe somebody has found other solutions to this problem?
Thanks,
Aron
 

zaritronic

Joined
Apr 29, 2009
Messages
54
Likes
0
Points
0
#2
OK, I've found a satisfactory solution to my own question applying the following steps:

1) define as many queues as the total number of trunks where calls to
be manually dispatched will come from, then assign them meaningful names, like
for instance "Incoming Call 1", "Incoming Call 2", "Incoming Call 3", etc.
2) for all queus define parameters freely (to me it did not make sense to provide
announcement for position within the queue) except for the "Max Callers"
that has to be set to 1
3) for each queue define the "Fail Over Destination" to be next queue in
the list. For instance for "Incoming Call 1" the "Fail Over Destination"
field will be "Incoming Call 2". For "Incoming Call 2" will be "Incoming Call 3"
and so forth
4) For last queue's "Fail Over Destination" field choose it to go to an announcemnt
or wherever else you want the call to go to,
5) define your corresponding "Inbound Route" to go to the first queue "Incoming Call 1"
Alternatively you might want to insert some announcements or IVR before doing that.
The important thing being that, whenever you are ready to let the call go into the
queue, for that last task the "Next Destination" field must be set to the first
queue "Incoming Call 1"

The way it works

Whenever a call arrives it will play some announcements or IVR (if any) then will go
in "Incoming Call 1". If a call is already there waiting to be attended, then it will
"fail over" to "Incoming Call 2" an so forth.
An operator looking at the FOP panel will see only a call per queue. This graphical
result will enable s/he to selectively drag & drop specific calls onto whatever
extension s/he decides it has to be delt from.
 

zaritronic

Joined
Apr 29, 2009
Messages
54
Likes
0
Points
0
#3
I have missed few steps in my previous description. Apologies for any inconvenience.

Modify Step (5) with the following:

5a) create a ring group + choose the Incoming Call 1 as NEXT DESTINATION
5b) for the incoming route's NEXT DESTINATION choose whatever announcement you would
like the call to go through before its dispatching
5c) for the announcement's NEXT DESTINATION choose the previously define RING GROUP
 

Members online

No members online now.

Latest posts

Forum statistics

Threads
30,915
Messages
130,920
Members
17,595
Latest member
feparra121
Top