[FW][IMP] VoIP: Call queues changes

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 <voip/axivox/music_on_hold>`
 
 Add a queue
 ===========
 
 To add a call queue in Axivox, navigate to the `Axivox management console
 <https://manage.axivox.com>`_. 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
+  <dial_plan_basics>`.
+- :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
-   <https://manage.axivox.com>`_.
-#. 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 <https://manage.axivox.com>`_.
+  - Static agents are always signed into the call queue.
 
-Connect via Axivox queue
-------------------------
+- Manager logs in specific agents, via the `Axivox management console <https://manage.axivox.com>`_.
+- 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 <https://manage.axivox.com>`_ 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 <https://manage.axivox.com>`_ 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
+<https://manage.axivox.com>`_, 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
-<https://manage.axivox.com>`_, and click :guilabel:`Queues`, located in the left-hand column.
+<https://manage.axivox.com>`_, 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
-<https://manage.axivox.com>`_, 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. The agent is
+disconnected from the queue after a short, two-second message.