Part of the VQ Plus Commercial Module
This wiki describes the additional options that the VQ Plus commercial module adds to the built-in Queues module:
Initial minimum and maximum penalties
Queue penalty rules
Multiple failover destinations
Auto Unpause if Life
These options are found in the Queue Plus Options tab of a queue in the Queues module.
Log into the PBX GUI
In the top menu go to Applications
In the drop-down menu go to Queues
Select an existing queue to edit, or create a new queue
Go to the Queue Plus Options tab
The minimum, maximum and raise penalties an agent to included in this queue. The queue will only try agents whose penalties are within this range. These penalties can change dynamically if a queue rule is also applied below. To use either of these settings, click the Enable checkbox and enter a number into the field.
Select a queue penalty rule from the drop-down menu in order to apply rules. (Default = none.) These rules are part of the generated queuerules.conf, and allow the QUEUE_MIN_PENALTY, QUEUE_MAX_PENALTY and QUEUE_RAISE_PENALTY to change as a caller ages in a queue. You can also set the Initial values (min, max, raise) when using rules.
Default = None. You can select a different destination from the drop-down menus.
A queue normally allows you to set one failover destination, but with VQ Plus you can also set different failover destinations based on the reason for the caller exiting the queue.
The default failover destination is set at the bottom of the General Settings tab for the queue. The system uses this default unless you override it in the Queue Plus Options tab.
You can change the failover destination by using the drop-down menus for any of the failover types:
Yes/No: Whether to temporarily ignore an agent who has previously not picked up the active call (this is done on a per-call basis).
Yes/No: Whether to enable the auto-unpause if life feature. If enabled in conjunction with Join/Leave When Empty: Yes (found in the Capacity Options tab), the system will automatically un-pause ALL agents in a queue upon a new caller entering the queue when any agent shows a "sign of life" in the form of INUSE, RINGINUSE, ONHOLD, etc.
Most installations should keep "auto-unpause if life" disabled.
When finished editing Queue Plus Options - as well as the other options in your queue - click the Submit button, then click the Apply Config button.