diff --git a/content/applications/productivity/voip/axivox/call_queues.rst b/content/applications/productivity/voip/axivox/call_queues.rst index f97ae6de43..f5425af402 100644 --- a/content/applications/productivity/voip/axivox/call_queues.rst +++ b/content/applications/productivity/voip/axivox/call_queues.rst @@ -2,172 +2,117 @@ Call queues =========== -A call queue is a system that organizes and routes incoming calls. When customers call a business, -and all of the agents are busy, the call queue lines up the callers in sequential order, based on -the time they called in. +A call queue organizes and routes incoming calls when all agents are busy, placing callers on hold +in the order they called. This system helps manage high call volumes more efficiently, ensures fair +workload distribution, and provides a more predictable experience for both callers and agents. -The callers then wait on hold to be connected to the next available call center agent. - -Implementing a call queue system reduces stress for employees, and helps build brand trust with -customers. Many companies use call queues to set expectations with customers, and to distribute the -workload equally amongst employees. - -This document covers the process required to configure call queues (with advanced settings), as well -as how to log into a call queue from the Odoo database. +This document explains how to configure call queue settings and log into a queue from the Odoo +database. .. seealso:: - :ref:`voip/axivox/music_on_hold` + :ref:`Set up on hold music ` Add a queue =========== To add a call queue in Axivox, navigate to the `Axivox management console `_. In the left menu, click :guilabel:`Queues`. Next, click -:guilabel:`Add a queue`. Doing so reveals a blank :guilabel:`New queue` form with various fields to -fill out. - -Name ----- - -Once the :guilabel:`New queue` page appears, enter the :guilabel:`Name` of the queue. - -Internal extension ------------------- - -Choose an :guilabel:`Internal extension` for the queue. This is a number to be dialed by users of -the database to reach the login prompt for the queue. - -Strategy --------- - -Next, is the :guilabel:`Strategy` field. This field determines the call routing of received calls -into this queue. - -The following choices are available in the :guilabel:`Strategy` drop-down menu: - -- :guilabel:`Call all available agents` -- :guilabel:`Calls the agent who has received the call for the longest time` -- :guilabel:`Calls the agent who has received the least call` -- :guilabel:`Call a random agent` -- :guilabel:`Call agents one after the other` -- :guilabel:`Call agents one after the other starting with the first in the list` - -Choose a strategy that best meets the company's needs for customers in the queue. - -Maximum waiting time in seconds -------------------------------- - -In the :guilabel:`Maximum waiting time in seconds` field, determine the longest time a customer -waits in the queue before going to a voicemail, or wherever else they are directed to in a dial -plan. Enter a time in seconds. - -Maximum duration of ringing at an agent ---------------------------------------- - -In the :guilabel:`Maximum duration of ringing at an agent` field, determine the longest time an -individual agent's line rings before moving on to another agent, or moving to the next step in the -dial plan. Enter a time in seconds. +:guilabel:`Add a queue`. From here, set up the call queue. + +- :guilabel:`Name`: The call queue's name. A required field. +- :guilabel:`Internal Extension`: The extension agents can transfer callers to. A required field. +- :guilabel:`Strategy`: How calls are routed. Choose the option that best matches the company's + needs for this call queue: + + - :guilabel:`Call all available agents`: The call is sent to every agent. + - :guilabel:`Calls the agent who has received the call for the longest time`: The call is sent to + the agent with the longest idle time. + - :guilabel:`Calls the agent who has received the least call`: The call is sent to the agent who + has handled the fewest calls in a time window. + - :guilabel:`Call a random agent`: The call is sent to a random agent. + - :guilabel:`Call agents one after the other`: The call is sent to the next agent in a specified + order. This order is remembered, and the order does not reset after each call. + - :guilabel:`Call agents one after the other starting with the first in the list`: The call is + sent to the next agent in a specified order. This order is remembered, and the order does reset + after each call. + +- :guilabel:`Maximum waiting time in seconds`: How long a customer can wait in the queue before + getting forwarded to voicemail or a specific agent. +- :guilabel:`Maximum duration of ringing at an agent`: How long an individual agent's phone rings + before the call gets moved onto the next step in the dial plan. Learn more about :doc:`dial plans + `. +- :guilabel:`Static agents`: Agents in the queue who receive calls without logging in. +- :guilabel:`Dynamic agents`: Agents who must log into the queue to receive calls from it. .. seealso:: - For more information on dial plans, visit: - + - :ref:`voip/axivox/music_on_hold` - :doc:`dial_plan_basics` - :doc:`dial_plan_advanced` -Adding agents -------------- - -The final two fields on the :guilabel:`New queue` form revolve around adding agents. Adding -:guilabel:`Static agents` and :guilabel:`Dynamic agents` are two pre-configured methods for adding -agents onto the call queue during the configuration. - -.. _voip/axivox/static-agents: - -Static agents -~~~~~~~~~~~~~ - -When :guilabel:`Static agents` are added, these agents are automatically added to the queue without -the need to log in to receive calls. - -.. _voip/axivox/dynamic-agents: - -Dynamic agents -~~~~~~~~~~~~~~ - -When :guilabel:`Dynamic agents` are added, these agents have the ability to log into this queue. -They are **not** logged-in automatically, and **must** log in to receive calls. - -Be sure to :guilabel:`Save` the changes, and click :guilabel:`Apply changes` in the upper-right -corner to implement the change in production. - Agent connection ================ -There are three ways call agents can connect to an Axivox call queue: +Agents have three ways to join a call queue: -#. Dynamic agents connect automatically. -#. Manager logs in specific agent(s), via the `Axivox management console - `_. -#. Agent connects to the queue in Odoo, via the *VoIP* widget. +- Static agents connect automatically. -.. seealso:: - See the documentation on setting :ref:`voip/axivox/dynamic-agents` in the `Axivox management - console `_. + - Static agents are always signed into the call queue. -Connect via Axivox queue ------------------------- +- Manager logs in specific agents, via the `Axivox management console `_. +- Agent connects to the queue in Odoo, via the **VoIP** widget. + +Connect to the queue through Axivox +----------------------------------- -After the initial configuration of the call queue is completed, with the changes saved and -implemented, a manager can log into the `Axivox management console `_ and -connect dynamic agents to the queue manually. +Once the call queue is set up and the changes are applied, a manager can log into the `Axivox +management console `_ and connect dynamic agents to the queue manually. -To connect an agent, click :guilabel:`Queues`, located in the left-hand column. Doing so reveals the +To connect an agent, click :guilabel:`Queues`, located in the left-hand menu. Doing so opens the :guilabel:`Queues` dashboard, with a few different columns listed: - :guilabel:`Name`: name of the queue. - :guilabel:`Extension`: number of the extension to be dialed to reach the queue. -- :guilabel:`Agent Connection`: number to dial to log into the queue. -- :guilabel:`Agent disconnection`: number to dial to log out of the queue. -- :guilabel:`Connected Agents`: name of agent connected to the queue. +- :guilabel:`Agent Connection`: number to dial for dynamic agents to log into the queue. +- :guilabel:`Agent disconnection`: number to dial for dynamic agents to log out of the queue. +- :guilabel:`Connected Agents`: name of agents connected to the queue. The following buttons are also available on the :guilabel:`Queues` dashboard: - :guilabel:`Connect an agent`: manually connect an agent to the queue. - :guilabel:`Report`: run a report on the queue. - :guilabel:`Delete`: delete the queue. -- :guilabel:`Edit`: make changes to the settings of the queue. +- :guilabel:`Edit`: make changes to the queue's settings. When agents are connected to the queue, or are live with a customer, they are displayed under the :guilabel:`Connected Agents` column. If they are static agents, they **always** show up as connected. -Connect an agent by clicking the orange button labeled, :guilabel:`Connect an agent`. Then, select +Connect an agent by clicking the orange button labeled :guilabel:`Connect an agent`. Then, select the desired agent's name from the drop-down menu, and click :guilabel:`Connect`. +To manually log a dynamic agent out of a call queue, navigate to the `Axivox management console +`_, and click :guilabel:`Queues` from the left-hand menu. Then, click the +green :guilabel:`Refresh` button at the top of the :guilabel:`Connected agents` column. From here, +click the red :guilabel:`Disconnect` button, and they are immediately disconnected. This can be +helpful in situations where agents forget to log out at the end of the day. + .. image:: call_queues/call-queue.png - :align: center :alt: Call queue with connected agents column highlighted and connect an agent and report buttons highlighted. -.. seealso:: - For more information on static and dynamic agents, see this documentation: - - - :ref:`voip/axivox/static-agents` - - :ref:`voip/axivox/dynamic-agents` - Report ~~~~~~ -Click :guilabel:`Report` to check on the reporting for a particular queue, in order to see who -connected when, and what phone calls came in and out of the queue. This information is showcased on -a separate :guilabel:`Queue report` page, when the green :guilabel:`Report` button is clicked. +Click :guilabel:`Report` to open a :guilabel:`Queue report` page that shows queue activity. This +report includes who connected and when when, as well as what phone calls were handled by the queue.f +This information is showcased on a separate :guilabel:`Queue report` page. -Reports can be customized by date in the :guilabel:`Period` field, and specified in the +Set the report's date in the :guilabel:`Period` field. To pick a specific date range, use the :guilabel:`From` and :guilabel:`to` fields. The information can be organized by :guilabel:`Event -type`, and :guilabel:`Call ID`. +type` (covered below), and :guilabel:`Call ID`. -When the custom configurations have been entered, click :guilabel:`Apply`. +Generate the report by clicking :guilabel:`Apply`. Each report can be exported to a :abbr:`CSV (comma separated value)` file for further use and analysis, via the :guilabel:`Export to CSV` button. @@ -187,59 +132,42 @@ options: - :guilabel:`No one is answering` - :guilabel:`No one is answering, the caller hangs up` - :guilabel:`Transfer` -- :guilabel:`Blind Transfer` - -.. image:: call_queues/event-type.png - :align: center - :alt: Event types in the Axivox queue reporting feature. - -There is no limit to how many options can be selected from the :guilabel:`Event type` drop-down -menu. +- :guilabel:`Blind Transfer` (when the caller is transferred without interacting with an agent) +Any or all of the thirteen options can be selected from the :guilabel:`Event type` drop-down menu. Clicking :guilabel:`Check all` selects all the available options from the drop-down menu, and clicking :guilabel:`Uncheck all` removes all selections from the drop-down menu. To select an individual :guilabel:`Event type`, click on the desired option in the drop-down menu. .. image:: call_queues/report.png - :align: center :alt: Axivox queue report with result, event type, and period highlighted. Connect to queue on Odoo ------------------------ -Dynamic agents can connect manually to the Axivox call queue from the Odoo *VoIP* widget, once the -*VoIP* app is configured for the individual user in Odoo. +Dynamic agents can connect manually to the Axivox call queue from the Odoo **VoIP** widget once the +**VoIP** app is configured for the individual user in Odoo. -.. seealso:: - :doc:`axivox_config` - -To access the Odoo *VoIP* widget, click the :guilabel:`☎️ (phone)` icon in the upper-right corner of -the screen, from any window within Odoo. +To access the Odoo **VoIP** widget, click the :icon:`oi-voip` :guilabel:`(VoIP)` icon in the +upper-right corner of the screen anywhere in an Odoo database. .. seealso:: - For more information on the Odoo *VoIP* widget, see this documentation: :doc:`../voip_widget` + - :doc:`axivox_config` + - :doc:`../voip_widget` -For an agent to connect to the call queue, simply dial the :guilabel:`Agent connection` number, and -press the green call button :guilabel:`📞 (phone)` icon in the *VoIP* widget. Then, the agent hears -a short, two-second message indicating the agent is logged in. The call automatically ends -(disconnects). +For an agent to connect to the call queue, dial the :guilabel:`Agent connection` number, and then +press the green call button :icon:`fa-phone` :guilabel:`(phone)` icon in the **VoIP** widget. Then, +the agent hears a short, two-second message indicating the agent is logged in. The call +automatically ends. To view the connected agents in a call queue, navigate to the `Axivox management console -`_, and click :guilabel:`Queues`, located in the left-hand column. +`_, and click :guilabel:`Queues` from the left-hand menu. Then, click the green :guilabel:`Refresh` button at the top of the :guilabel:`Connected agents` -column. Any agent (static or dynamic) that is connected to the queue currently, appears in the -column next to the queue they are logged into. - -To log out of the queue, open the Odoo *VoIP* widget, dial the :guilabel:`Agent disconnection` -number, and press the green call button :guilabel:`📞 (phone)` icon. The agent is disconnected from -the queue after a short, two-second message. - -To manually log a dynamic agent out of a call queue, navigate to the `Axivox management console -`_, and click :guilabel:`Queues`, located in the left-hand column. Then, -click the green :guilabel:`Refresh` button at the top of the :guilabel:`Connected agents` column. +column. Any agent, static or dynamic, that is connected to the queue currently appears in the column +next to the queue they are logged into. -To disconnect an agent manually, click the red :guilabel:`Disconnect` button, and they are -immediately disconnected. This can be helpful in situations where agents forget to log out at the -end of the day. +To log out of the queue, open the Odoo **VoIP** widget, dial the :guilabel:`Agent disconnection` +number, and then press the green call button :icon:`fa-phone` :guilabel:`(phone)` icon. 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