We need the following features for the Queue (ACD)
- We need to have a view (Call Monitor) in the Yeastar without using QueueMetrics to see how many calls are waiting in the queue and who is logged in.
- We need the ability to have a pick up code to pick up a call waiting in the queue or to be able to transfer a waiting call out the queue.
- We need to have the Asterisk Queue Callback feature so that a caller can hang up and keep their position in the queue.
The integration of QueueMetrics its not user friendly and doesn’t work well with Yeastar and callers get stuck in the queue for a long time without any explanation why it’s not being transferred.