Queue

Any call that comes in on an inbound group is kept in a queue until an agent is free to answer it. As soon as an agent is available to answer a call, the call with the lowest relative queue order is sent to the free agent.

Relative queue order

Relative queue order is calculated using the following formula:

Queue place + (Call priority - Calls jumped over) * 1.1

Where:

• Queue place: the actual place in the queue, ranging from 1 to the maximum number of members in the queue as defined in the inbound group properties.
• Call priority: the priority of the call, as assigned in the properties of an inbound number, e-mail box or chat room (a number from 1 to 99, highest priority being 1).
• Calls jumped over: the number of calls that have "jumped over" this call (i.e. the number of calls with a higher queue place that have been processed before this call).

For example: A queue has five calls in it, as follows:

So the call in place 3 in the queue is the first to be transferred, since its relative queue order value is the lowest (4.1). The calls in places 1 and 2 have been jumped over. The queue now looks like this:

The next call to be transferred will be the call in queue place 2.