Here are some suggestions I propose to be implemented within each Queue's Settings sections.
- Each Queue should have it's own Voicemail Mailbox that can be access via the Contact Center GoTo App section to see new voicemail messages, listen to the voicemail messages and ability to delete the email messages. Also some sort of notification, pop-up, etc. when in the GoTo App to notify when a new Queue caller has left a message. We should not have to use a Dial Plan for a queue just to send a caller to voicemail…and other features listed below. Ring Groups have their own voicemail mailbox, queues should also have their own.
- Each Queue within the Settings Section needs options for Closed queue, All agents logged out conditions, Leave a voicemail or Max Wait timer is met that all do NOT follow the same "escape" node path. Each of these options should be configurable to allow unique destinations, there are times a max wait may need to go to another Queue, or maybe a Supervisor or higher tiered agent list to take those calls, not always be forced to go to voicemail. Maybe all agents are logged out due to a special company/department meeting for a single queue, etc. where you could send those calls to another Queue. Again, not be forced to follow the same path as the "leave a voicemail" (pressing "Star" option) using the Escape path on the Queue node. We should be able to call a Queue extension without the need for a Dial Plan to be setup so we can within the Queue's own Settings sections, program where we want to send the callers…including the "star" option. Then in a Dial plan off an AA you select the option to go to a queue and all call routing is handled within the Queue not via nodes on top of nodes. I.E. - All agents logged out - have a drop down options where we can send that call. I.E. Max Timer is met - have drop down options where we can send that call. I.E. "star" also define where to send that call. Again, all these settings taking in place within each Queue Settings, so we do not need a separate Dial plan for each queue limiting us to only two "escape" paths. Plus with the Voicemail Mailbox within a queue it too can be administered in the Queue and not via different section (Shared VM or Direct Extension) and take up another PBX resource that has to be accessed outside the queue to be administered for something that should be within the Queue settings.
- . Tiered Agent levels and ability in the call routing within the Queue to always go to a specific agent. Then only if they are not able to take the call, does it ring to the next tier and so on where you may have several tiers of agents, So all the "Tiered" agents are still part of the Queue, but Agent "A" gets all calls on say Tier "0". If that one, or more agents, in Tier "0" cannot answer any new callers waiting in Queue, now you offer after, say after a period of time, the callers to the next Tier of agents (Tier "1"). The same thing then occurs if that Tier and the "top" Tier agents are still busy on other calls to now offer call to next Tier (Tier "2") of agents. Of course, if someone in Tier "0" is free at any time during these Tier offerings, the call ALWAYS gets offered to them first. Also add a round Robin Ring agents' option.
moderator edit: title for clarity
