Queue's

Maximum waiting time

How to calculate the actual waiting time? The formula is as follows:
(Desired maximum waiting time / Queue ring time) = Ax
Ax Round up = Actual maximum waiting time.

Example

The queue ring time is set to 25 seconds and the maximum queue time is set to 35 seconds.
As in the above formula can be seen, determining wether a caller has reached the maximum wait time is depending on the queue ring time. After 25 seconds this is reviewd. Then the maximum wait time is not yet reached. The next interval at which this is reviewed is 25 seconds later, at 50 seconds. However the maximum wait time has already been reached. The actual waiting time is therefore 50 seconds.

Pro tip: Use a maximum waiting time which is always the exact multitude of a queue ring time.

Announcement timing

  • If an agent is released from a call simultaneously with the playback of an announcement (number of people waiting), the caller will first hear the announcement.
  • If a caller is the first one in the queue, the caller will not hear the queue waiting time.
  • If two prompts are likely to be played at the same time than compass will prevent this by postponing one of the two prompts.
  • The first announcement prompt will add ± 4 seconds to the total play time.
  • The text ‘minute’ in the waiting announcement isn’t spoken out.
  • The repeating time for the queue position announcements is a minimum of 15 seconds.

Preventing missed calls for queue’s

If after the first call the extension didn’t answer, the queue places multiple calls untill it answeres (depending on the ring strategy). All those calls, if unanswered are registered as missed calls on these phones.

However when a personal call is missed between the missed calls of queue, it is not immediately clear which missed calls are from the queue and which are from personal calls.

This behaviour can be solved with a second identity which is linked to the same user.

Using a secondary identity

When a second identity is registered on a device which supports this, than the logging of missed calls can be switched of for this second identity. With Snom phones this is possible.

For the first and primary identity personal missed calls are still logged. The second identity can be solely used for queue’s, for which missed calls are disabled on the phone.

The disadvantage is that a second identity can not be logged out and in via the mobile application. This must therefore be done with a star code.

In addition, this solution isn’t always conveniant in a situation with different phone types. Not all phones are supporting multiple identities which leads to chnaging experiences.

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