Edit/Modify Queue Campaign

The General settings of the Queue Campaign can be edited here:

• Name

• Active/Inactive: With the toggle-switch, you can START or STOP the Queue Campaign. Please note that the Campaign runs only if the status "Active" is chosen. 

• Trunk and Trunk Backup (if the main trunk is unreachable, the system will check if the trunk backup is available)

• Time interval 

•  Check Duplicate Option, can be set to:

  • Never will skip any check about the number being already loaded into the system (this may cause a multiple presence of the same number in the Hopper or the Final list)

  • Always (default value) means that the system before loading the number checks if it is not already in any list (Hopper or Final)

  • Only if Open means that the system before loading the number checks if it is not already in the Hopper list only 

• Cut Digits: insert the number of the caller id digits to prevent the customer to view (0 for none).

• Description (optional)

In this Section you can set:

• Method: the chosen dialing method. A list of configuration parameters will be shown according to the chosen method

• Max concurrent calls: the maximum number of concurrent calls that will be originated by the dialer for this campaign (where 0=unlimited calls)

• Agent Timeout: How many seconds to ring an agent’s device (default=3)

Here you can set:

• Queue Options: voice queue option strings. For more details about the available options see Asterisk 18 wiki pages https://wiki.asterisk.org/wiki/display/AST/Asterisk+18+Application_Queue )

• Queue Timeout: time in seconds the dialer waits for a call in the queue to be answered before dropping it. If the call is dropped, the dialer will not recall the contact in this queue campaign (Default value=3)

• Strategy: distribution strategy of queue calls to the agents in the queue. You can choose among the following values: Round Robin Memory, Least Recent, Fewest Calls, Random, Linear (Default value=Round Robin Memory. The list of strategies that can be applied is related to the type of Method chosen.

• Retry: time in seconds to wait before trying to ring the next agent in a queue (Default=2).

• Wrapup time: the number of seconds to keep a member unavailable in the queue after completing a call (Default=0)

• Weight: Defines the weight of a queue. A queue with a higher value will get priority when members are associated with multiple queues (Default=1)

• Music on Hold: the music class that is applied for this queue. (Default=asterisk's default class). The default Music on Hold class we provide is noise (it means "no silence" when on hold). You can also create your own music class under Music On Hold section.

• Cally Square project: if you select an IVR project from the list, the dialer will forward the call to the IVR before putting it in a queue. This is helpful if you want to perform other functions like: query a database, playback or set a variable and so on, before forwarding the call in a queue (Default=None). In all cases the IVR is started for the customer, excluding the Preview campaigns, where it is started for the Agent. (To create an IVR Project, you need to use Cally Square).

• Cally Square project after queue: if you select an IVR project from the list for:

  • Progressive, Predictive, Power queue campaigns, the dialer will forward the flow to the IVR project only if the caller exits the queue for timeout (the IVR is started for the customer)

  • Preview, the dialer will forward the flow to the IVR project when the contact is not reachable any more (for reasons like: busy, no Answer, congestion, no such number) or when the customer ends the call (the IVR is started for the agent).

If you select an IVR project in this field, the following switch is shown (in all cases excluding Preview):

 If you switch it on, if it is the Agent to hang up the call up, the IVR project is executed too.   Anyway, the project will never be executed when it is the customer to hang the call up.

• Caller ID Name: when the dialer generates calls to contacts, it will set the outgoing caller ID name.

• Caller ID Number: when the dialer generates calls to contacts, it will set the outgoing caller ID number.

• Random Outgoing CallerId Number: the number of digits (starting from the end) to replace with random digits (0= none).

• Originate Timeout: time in seconds the dialer waits for a contact to answer the call (Default=30). If the call is not answered within the originate timeout, the call originate status will be set to No Answer and this contact will be recalled according to the Retry Settings parameters: 

  • global max retries

  • no answer max retries 

  • no answer retry times

• Telephone Prefix (if any): you can add numbers and/or "+" symbol. The Prefix will be added to every contact of the lists associated to the campaign. 

Global

• Global max retries: the maximum number of times the dialer will recall a contact irrespective of the reason the call failed. After the global max retries, the dialer will consider the contact closed and will not recall again (Default=4).

Congestion

• Congestion Max retries: the maximum number of times the dialer will recall a contact failed for congestion reason (Default=3).

• Congestion Retry Time: time in minutes the dialer will wait before recalling a contact failed for congestion reason (default=150). The dialer will recall for congestion max retries as long as the global max retries is not reached. If congestion max retries is exhausted before global max retries, the contact will be closed for congestion and will not be called again.

Busy

• Busy Max retries: the maximum number of times the dialer will recall a contact failed for busy reason (default=3).

• Busy Retry Time: time in minutes the dialer will wait before recalling a contact failed for busy reason (default=150). The dialer will recall for busy max retries as long as the global max retries is not reached. If busy max retries is exhausted before global max retries, the contact will be closed for busy and will not be called again.

No Answer

• No Answer Max retries: the maximum number of times the dialer will recall a contact failed for no answer reason (default=3).

• No Answer Retry Time: time in minutes the dialer will wait before recalling a contact failed for no answer reason (default=150). The dialer will recall for no answer max retries as long as the global max retries is not reached. If no answer max retries is exhausted before global max retries, the contact will be closed for no answer and will not be called again.

No Such Number

• No Such Number Max retries: the maximum number of times the dialer will recall a contact failed for no such number reason (default=3).

• No Such Number Retry Time: time in minutes the dialer will wait before recalling a contact failed for no such number reason (default=150). The dialer will recall for no answer max retries as long as the global max retries is not reached. If no such number max retries is exhausted before global max retries, the contact will be closed for no such number and will not be called again.

Drop

• Drop Number Max retries: the maximum number of times the dialer will recall a contact failed for drop reason (default=3).

• Drop Retry Time: time in minutes the dialer will wait before recalling a contact failed for drop reason (default=150). The dialer will recall for drop max retries as long as the global max retries is not reached. If drop max retries is exhausted before global max retries, the contact will be closed for drop and will not be called again.

Abandoned

• Abandoned Max retries: the maximum number of times the dialer will recall a contact failed for abandoned reason (default=3).

• Abandoned  Retry Time: time in minutes the dialer will wait before recalling a contact failed for abandoned reason (default=150). The dialer will recall for abandoned max retries as long as the global max retries is not reached. If abandoned max retries is exhausted before global max retries, the contact will be closed for abandoned and will not be called again.

Machine

• Machine Max retries: the maximum number of times the dialer will recall a contact failed for machine reason (default=3).

• Machine Retry Time: time in minutes the dialer will wait before recalling a contact failed for machine reason (default=150). The dialer will recall for machine max retries as long as the global max retries is not reached. If machine max retries is exhausted before global max retries, the contact will be closed for machine and will not be called again.
  

Agent Reject

• Agent Reject Max retries: the maximum number of times the dialer will recall a contact failed for agent reject reason (default=3).

• Agent Reject Retry Time: time in minutes the dialer will wait before recalling a contact failed for agent reject reason (default=150). The dialer will recall for agent reject max retries as long as the global max retries is not reached. If agent reject max retries is exhausted before global max retries, the contact will be closed for agent reject and will not be called again.