Understand the Queue Announcement Play Strategy

Overview

Queues of Yeastar S-Series PBX are designed to receiving calls in a call center, which integrate rich, powerful and flexible settings. The aim of this article is to explain how  the queue prompts are played based on an actual testing case.

Announcement Play Strategy

 1. Set up the queue 6700 according to your actual needs and here we take below key settings as an example.

 

2. To analyze the queue call flow, try to log in SSH of PBX: 

https://support.yeastar.com/hc/en-us/articles/225066728-How-to-Login-the-SSH-of-Yeastar-MyPBX 

 

3. Have call tests and below is the brief call flow for this example.

• First caller extension 1007 calls queue 6700, the only queue agent 1003 answers the call and talks with 1007 all the time during the test.
• Second caller extension 1008 calls queue 6700, nobody answers the call all the time during the test.
• Third caller extension 1006 calls queue 6700, nobody answers the call all the time during the test.

 

4. Copy the Asterisk CLI log in the PuTTy to text tool like Notepad++.

Press Ctrl + F to search the key word play in the current file.

 

5. Queue Prompt Play Analysis.

First caller extension 1007 calls queue 6700, the only queue agent 1003 answers the call and talks with 1007 all the time during the test.

• The Join Announcement is played to the caller 1007 once prior to joining the queue 6700.
• The Agent Announcement is played to 1003 prior to bridging in the caller.
• The system prompt 'record/ls_builtin_member_service.gsm' is played to both 1003 and 1007 at the same time.

     Prompt content: 1003 will be connected. Please wait.

 

The second caller extension 1008 calls queue 6700, nobody answers the call all the time during the test.

• The Join Announcement is played to the caller 1008 once prior to joining the queue 6700.
• The Caller Position Announcement 'queue-youarenext.gsm' is played to 1008

Prompt content: "Your call is now first in line and will be answered by the next available representative."

• The Caller Position Announcement 'queue-thankyou.gsm' is played to 1008

Prompt content: "Thank you for your patience."

• Caller Position Announcements 'queue-youarenext.gsm' and 'queue-thankyou.gsm' are played approximately every 15 seconds.
• Agent 1003 rings for 30s and timeout. Retry in 10 seconds.
• By that analogy, 1008 reaches the Caller Max Wait Time 300s, queue timeout to failover destination Hangup.
• As for the Periodic Announcement which is set as 60s, it plays about every 1 minute and 40 seconds. That is because the Agent Timeout with 30s and Prompts with 10s occupy the extra times. 

     Periodic Announcement 60 = Agent Timeout 30s+Prompts 10s(Caller Position            Announcements+Customized Prompts).

 

The third extension 1006 calls queue 6700, nobody answers the call all the time during the test.

• The Join Announcement is played to the caller 1006 once prior to joining the queue 6700.
• The Caller Position Announcement 'queue-thereare.gsm' is played to 1006

     Prompt content: You are currently caller number.

• The Caller Position Announcement 'digits/2.gsm' is played to 1006 since 1008 is the first caller who is on hold as well.

     Prompt content: Two. 

• The Caller Position Announcement 'queue-callswaiting.gsm' is played to 1006

     Prompt content: Waiting to speak with a representative.

• Caller Position Announcement 'queue-thankyou.gsm' is played to 1006

     Prompt content: Thank you for your patience.

• Above four Caller Position Announcements are played approximately every 15 seconds.
• Agent 1003 rings for 30s and timeout. Retry in 10 seconds.
• When the hold time reaches 2 minutes for 1006, it plays below three prompts:

     'queue-holdtime.gsm' content: The estimated hold time is currently.

     'digits/2.gsm' content: Two. 

     'queue-minutes.gsm' content: Minutes.

• By that analogy, 1006 reaches the Caller Max Wait Time 300s, queue timeout to failover destination Hangup.

• As for the Periodic Announcement which is set as 60s, it plays about every 1 minute and 40 seconds. That is because the Agent Timeout with 30s and Prompts with 10s occupy the extra 40 seconds. 

Acutal duration of the Periodic Announcement  = Agent Timeout(30s)+ Prompts 10s(Caller Position        Announcements+Customized Prompts) + Periodic Announcement Frequency(60s) = 1 minute and 40 seconds.