Queue (/queue/)

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Queue configuration

Internal numbers of the queue type are used to implement the functionality of the call center. To configure a new queue is needed to create an extension number, specifying it as the type (parameter type) value queue. After that, it becomes possible to configure the queue and queue agents through the API-interface queue.

Queue agent events (login/logout) are tracked using the resource Queue Agent Events.

The sound files required to configure the queue are uploaded using the resource Sound Files.

1 Queue configuration
2 Description of Data Structures
3 Queue Strategies
4 Queue Agents
5 Queue agent management
6 List of callers in the queue
7 Examples
8 Resources of the "Extension number" section
9 Resources of the "Client" section

Description of Data Structures

The following parameters can be configured for the queue:

Parameter	Type	Mandatory	Default value	Description

Parameter	Type	Mandatory	Default value	Description
agent_announce_sound	long	no	0	Sound that will be played to the queue agent when answering to the caller
agent_hangup_action	string	no		Can be either 'transfer' or 'quality_rate'
agent_hangup_transfer_dst	string	no		After the end of the conversation, if the agent hangs up first, the call will be forwarded to the number specified in agent_hangup_transfer_dst. Only works when agent_hangup_action = 'transfer'
agent_report_wait_time	boolean	no	true	Queue agent when answering the caller, will be told the response time in seconds for the answer by the caller
announce_frequency	long	no	0	The sound frequency announce_sound in seconds
announce_sound	long	no	0	The sound played at a specified time interval at the time the caller is waiting for an answer. The playback frequency is set by the parameter announce_frequency
append_to_cid_name_on_transfer	string	no		When forwarding to the name of the caller, a forwarding flag from this queue will be added
exit_key	string	no		The button, when pressed exits the queue. Can be a digital button, as well as buttons * and #
exit_transfer_dst	string	no		If the caller pressed the button from exit_key, he will be forwarded to this number
exit_with_no_av_agents	boolean	no	true	If this parameter is active, the call will not be queued if there are no agents in the queue
max_wait_time	long	no	0	The maximum time the caller waits in the queue are in seconds. After this time, the queue is exited
max_wait_time_with_no_agent	long	no	0	The maximum time the caller waits in the queue are in seconds. After this time, if there is no available agent in the queue, the queue is exited
no_agent_timeout_transfer_dst	string	no		If the caller left after expires max_wait_time_with_no_agent, he will be forwarded to this number
position_announce_frequency	long	no	0	The frequency of announcement of the caller position in the queue in relation to others waiting for an answer. Not used, unless specified, cannot be less than 1 second
quality_rate_finish_sound	long	no	0	The sound that will be played after the selected rating. Works only if agent_hangup_action = 'quality_rate'
quality_rate_max	long	no	0	The maximum rating that can be specified. Works only if agent_hangup_action= 'quality_rate'
quality_rate_sound	long	no	0	If the queue agent hangs up first after the end of the conversation, a sound will be played to the caller, followed by waiting for the evaluation. Works only if agent_hangup_action= 'quality_rate'
record_enabled	boolean	no	true	Enables the conversation recording in the queue
skip_busy_agents	boolean	no	true	The queue will try not to call agents engaged in a conversation not from this queue
sound	long	no	0	The main sound that will be heard by callers in the queue. Needs to specify id of the resource sound
sound_type	string	no	music	The main type of the sound can be set to music or ring. If set to ring then the caller hears normal beeps, while the passed parameter sound is ignored, and the already set sound is reset to null. If the parameter is set to music then the sound specified in the sound parameter will be played
start_sound	long	no	0	The sound played to the caller when he is queued. Played until the agents are called
strategy	string	no	"round-robin"	The strategy for calling queue agents. For details, see Queue Strategies
tier_rule_wait_multiply_level	boolean	no	true	If the parameter is set to true, the time tier_rule_wait_second is multiplied by the agent level
tier_rule_wait_second	long	no	0	Time in seconds from the start of a call to the queue, after which the next level agents are called. If the parameter tier_rule_wait_multiply_levelis is set to true then the specified time is multiplied by the agent level in the queue. If the parameter tier_rule_wait_multiply_level is set to false, then after the time indicated agents at all levels above the minimum are available for the call in accordance with the line strategy
tier_rules_apply	boolean	no	true	Whether the use of parameters are required tier_rule_wait_second and tier_rule_wait_multiply_level
timeout_transfer_dst	string	no		If the caller left after the max_wait_time, he will be forwarded to this number
try_same_agent_time	long	no	0	The system will try to connect a specific caller with a specific queue agent, if this agent has already answered to this caller before. If the connection fails or the caller has not communicated with anyone before, the call will follow the dialing queue strategy. The value is in seconds from 1 to 2592000
vm_attach_file	boolean	no	true	In addition to the notification of the incoming voicemail, the voicemail recording itself will be sent
vm_enabled	boolean	no	true	Enable/disable the voicemail in the queue
vm_greeting	long	no	0	Звук, который будет проигран перед включением голосовой почты The sound that will be played before the voicemail is started
vm_mailto	string	no		The mailbox address to which the voicemail notification will be sent
disable_answer	boolean	no	false	By default, the queue answers a call. In case disable_answer=true the queue will just ring with early media. In that case maximum time a call can be held in a queue while waiting for an agent answer is 5 minutes
hide_in_caller_id_number	string	no	null	Hiding caller_id_number for incoming calls to agents
hide_in_caller_id_name	string	no	null	Hiding caller_id_name for incoming calls to agents

Queue Strategies

At any strategy the agents with the lowest level are called first. If the agents of the current call level are busy or are in a state of temporary unavailability, for example, after no answer or rejection of the previous call (see the agent configuration), then agents of the next level are called. If the parameter tier_rules_apply value is true, the next-level agents start to be called after the time specified by the parameter tier_rule_wait_second, the report begins when the current level agents start calling. If the parameter tier_rule_wait_multiply_level value is true, then the time tier_rule_wait_second is multiplied by the agent level.

Strategy	Description

Strategy	Description
ring-all	All available agents are called simultaneously. If the parameter tier_rules_apply is true, the agents with the lowest level are called first then after the time specified by the parameter tier_rule_wait_second, the next level agents are called and so on
longest-idle-agent	The agent is called with the longest waiting time since the last call
round-robin	Agents are called according to their position (the position parameter when adding the agent to the queue)
top-down	Agents are called in the positions order starting from the first
agent-with-least-talk-time	The agent with the least talk time is called
agent-with-fewest-calls	The agent with the fewest calls is dialed
sequentially-by-agent-order	Agents are called sequentially in such order of their levels and positions. The agent with the lowest level and position is always called first.
random	Agents are called in a random order

Queue Agents

The queue agents can be of two types: local, when the agent is an extension number of the telephone terminal type, and remote, when the specified external number is the queue agent. Both types of agents have the following configurable parameters:

Parameter	Type	Mandatory	Default value	Description

Parameter	Type	Mandatory	Default value	Description
busy_delay_time	long	no	0	If the agent was busy at a call attempt then no calls will be sent to it, during the time specified in this parameter in seconds
call_timeout	long	no	0	Time in seconds during which the agent is called
extra_params	string	no		Additional parameters
name	string	no		Queue agent name
no_answer_delay_time	long	no	0	If the agent did not answer the call, no calls will be sent to it during the time in seconds specified in this parameter
number	string	no		Queue agent number
reject_delay_time	long	no	0	Time in seconds since the agent's last rejection of the call, during which no calls will be sent to it
status	object	no		The agent status. Accepts one of the values: "logged_out", "available". In the status available the agent is available for calls, in the status logged_outno calls to the agent are not sent
wrap_up_time	long	no	0	Time in seconds since the last conversation of the agent during which no calls will be sent to it
agent_sound_id	long	no	0	Звук, проигрываемый вызывающему абоненту и агенту очереди при ответе этим агентом The sound played to the caller and the queue agent when answered by that agent

Queue agent management

In order for an agent to receive calls from a queue, the agent must be added there. Adding the agent to the queue, removing it from there, as well as changing its level and position in the queue are carried out through the resources "local agent in the queue"and "external agent in the queue" for local and external agents, respectively.

When adding a local agent to the queue, the following parameters can be configured:

Parameter	Type	Mandatory	Default value	Description

Parameter	Type	Mandatory	Description
agent_id	long	yes	Identifier of the local agent
level	long	no	Agent level in queue
position	long	no	Agent position in the queue

When adding an external agent to the queue, the following parameters can be configured:

Parameter	Type	Mandatory	Default value	Description

Parameter	Type	Mandatory	Description
agent_id	long	yes	Identifier of the external agent
level	long	no	Agent level in queue
position	long	no	Agent position in the queue

The value of the counter of callers in the queue (generated based on dial-in and hangup events) can be obtained using the resource
GET /extension/{extension_id}/queue/status/

This resource returns the responses in the form:

{
  "answered_members": 0,
  "trying_members": 0,
  "waiting_members": 0
}

where the parameter trying_members is the number of callers and waiting the queue agents' response. Because the number of requests is limited, it is recommended to request the number of callers in the queue exactly by the queue events. Is possible to add events answer of the extension numbers themselves (the queue agents).

List of callers in the queue

GET /extension/{extension_id}/queue/status/members/

This resource returns the responses in the form:

{
  "call_api_id": "string",
  "joined_datetime": "string",
  "number": "string",
  "serving_agent": "string",
  "state": "string",
  "wait_time": 0
}

Through the call_api_id parameter, you can transfer or delete a call using Current Calls (/current_calls/)

Examples

As an example, let's create an internal number of the "queue" type, configure it, create local and external agents and add them to the queue.

1. Using the "resource Extension number", create an internal number of the "queue" type:

System response:

{
  "status": "active",
  "domain": "sip.ringme.ru", 
  "create_date": "2020-03-16 12:11:13", 
  "name": "000*370", 
  "dial_rule_limit": null, 
  "extension_group_id": null, 
  "label": "test queue", 
  "caller_id_name": null, 
  "client_id": 12,
  "extra_params": null, 
  "message_did": null, 
  "dial_rule_id": null, 
  "ani_rfc3325": false, 
  "type": "queue", 
  "id": 208, 
  "did_as_transfer_caller_id": null
}

2. Set up the queue as follows:

The main sound of the queue should be the sound with the ID 36;
The sound of the announcement is the sound with the identifier 35;
The announcement should be played every 15 seconds;
The maximum waiting time in the queue is 1800 seconds;
If the maximum waiting time has been exceeded forward the caller to the number 333;
Calling strategy of the queue agents - "Call everyone";
Recording of conversations in the queue is enabled;
Higher-level agents should start to be dialed if the lower-level agents do not respond within 15 seconds.

3. Create a local queue agent:

System response:

4. Create an external queue agent:

System response:

5. Add the local agent to the queue with the first position and the first level:

System response:

6. Add an external agent to the queue with the first position and the second level:

System response:

Resources of the "Extension number" section

Queue configuration

PUT /extension/{extension_id}/queue/

Update the queue parameters

URL Parameters

Name	Type

Name	Type
extension_id	string

JSON Parameters

Name	Type	Mandatory

Name	Type	Mandatory
agent_announce_sound	long	no
agent_hangup_action	string	no
agent_hangup_transfer_dst	string	no
agent_report_wait_time	boolean	no
announce_frequency	long	no
announce_sound	long	no
append_to_cid_name_on_transfer	string	no
exit_key	string	no
exit_transfer_dst	string	no
exit_with_no_av_agents	boolean	no
max_wait_time	long	no
max_wait_time_with_no_agent	long	no
no_agent_timeout_transfer_dst	string	no
position_announce_frequency	long	no
quality_rate_finish_sound	long	no
quality_rate_max	long	no
quality_rate_sound	long	no
record_enabled	boolean	no
skip_busy_agents	boolean	no
sound	long	no
sound_type	string	no
start_sound	long	no
strategy	string	no
tier_rule_wait_multiply_level	boolean	no
tier_rule_wait_second	long	no
tier_rules_apply	boolean	no
timeout_transfer_dst	string	no
try_same_agent_time	long	no
vm_attach_file	boolean	no
vm_enabled	boolean	no
vm_greeting	long	no
vm_mailto	string	no

Response fields

Name	Type

Name	Type
agent_announce_sound	long
agent_hangup_action	string
agent_hangup_transfer_dst	string
agent_report_wait_time	boolean
announce_frequency	long
announce_sound	long
append_to_cid_name_on_transfer	string
exit_key	string
exit_transfer_dst	string
exit_with_no_av_agents	boolean
max_wait_time	long
max_wait_time_with_no_agent	long
no_agent_timeout_transfer_dst	string
position_announce_frequency	long
quality_rate_finish_sound	long
quality_rate_max	long
quality_rate_sound	long
record_enabled	boolean
skip_busy_agents	boolean
sound	long
sound_type	string
start_sound	long
strategy	string
tier_rule_wait_multiply_level	boolean
tier_rule_wait_second	long
tier_rules_apply	boolean
timeout_transfer_dst	string
try_same_agent_time	long
vm_attach_file	boolean
vm_enabled	boolean
vm_greeting	long
vm_mailto	string

Get a list of callers in the queue

Configuration of the local agent queue

Configuration of the remote agent in the queue

Resources of the "Client" section

Local agents

External agents