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Call routing strategy

  • strategy = rrmemory, default value; the variable describes how the calls will be distributed to queue members
    Choose the strategy according to the nature of your business.

Available strategies:

  • ringall
    It calls all the available channels at the same time, until one answers the call.
    Although it is the simplest call routing strategy, it has the advantage that all the operators within a department (members of a queue) can hear the call; therefore the chances for a caller to benefit from a shorter waiting time until his call is taken by an agent increase.
    This call routing strategy allows you to view the statistics of missed calls per queue (not per user).
    Call monitoring will reveal if this strategy suits best your business.

    This strategy can be used for queues with up to 5 members!

  • rrmemory
    The Memory Round Robin strategy allows one call at a time of active devices or agents which are logged in the queue. The strategy memorises which device or agent took the last incoming call and continues with the next agent, when a new call appears.
    E.g.: the first call is sent to agent 1; if the call is not answered after ringing a certain number of times, the call is sent to agent 2, who answer it and the call queue position is memorised. When a new call appears, it will be distributed to the next agent (3).
    The advantage of this strategy over ringall is that it allows to view statistics of missed calls per agent.
  • leastrecent
    It calls the member that was least recently called in this queue
  • fewest calls
    It calls the agent with the fewest calls taken in this queue
  • random
    It calls randomly any member of the queue
  • linear
    It calls the members in the order in which they are listed in Members area or in the order in which you specify in the Order column
  • wrandom
    I calls randomly, but taking into account the values ​​of the penalty attribute associated with each member of the queue.
    Penalty will be defined numerically and can take values ​​between 0 and 999.
    The greater the penalty for a member, the greater the probability of delivering the call to it.
    This strategy uses the penalty value to determine which of the queue members has the highest "weight" and the highest chances of receiving the call.

How to use Penalty feature based on the chosen call routing strategy:

  • strategy = ringall
    If the strategy is defined as ringall, PBX will prioritize the calls to the group of available members and with the lowest Penalty value
  • Queue members can have the following extensions and penalty values defined:
    Queue member 1 => SIP/200,0
    Queue member 2 => SIP/201,20
    Queue member 3 => SIP/202,30
    Queue member 4 => SIP/203,20
  • Distribution of calls will be made as follows:
  • if extension 200 is not busy, then only 200 will ring (because penalty = 0)
  • if extension 200 is busy, then on;y 201 and 203 will ring (because penalty = 20)
  • if 200, 201 si 203 extensions are busy, then 202 will call (because penalty = 30)

Please note!
If 200 didn't answer, then it will NOT be automatically routed to 201(the next depending on the penalty), but it will continue to call 200 until it is answered. PBX will move to next extension only if 200 is busy or unavailable (paused/logged out) .
As a rule, regardless any chosen strategy (except wrandom), the agent/ group of agents with the lowest penalty will be prioritized for the delivery of the call.
The Penalty variable is useful when there are favourite agents or when some agents are better suited to take calls from a certain queue than other members. In these situations, use penalty to "penalize'' (lower their priority) the agents you want to answer calls only when the others are unavailable (logged out / paused).

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