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Members (Queues)

Members (Queues)

Owned by Olesya Tantsyura
Last updated: Dec 20, 2024
10 min read

1. Description

The page is designed to add and configure queue members. Available for all queues but must be empty for inbound, inbound chat, and inbound task queues. Consists of the following elements:

  1. Creation tool (Fig.1(1));

  2. Filter block (Fig.1(2));

  3. Search field (Fig.1(3));

  4. Reset members tool (Fig.1(4));

  5. Removal tool (Fig.1(5)); 

  6. Refresh button (Fig.1(6));

  7. Registry (Fig.1(7));

  8. Pagination (Fig.1(8)).

Fig. 1.  Members page

1.1. Creation tool

Use the Add button to create a new member (Fig.1(1)). Access to the details opens after clicking on it. You can access the details of an already existing member through the entry editing tool. The tab:

Note

The maximum allowable quantity of numbers for one member is 20.

To upload subscribers from a CSV file, use the  button next to the Add button and select Imports of CSV from file.

Clicking on Imports of CSV from file opens a file selection window.

When saving, ensure the CSV file is set as the file type.

 Select the desired file on your device and click the Open button (depending on the OS, the file selection window may differ). The Import CSV modal window opens (Fig.2).

The name of the uploaded file must contain no more than 120 characters. 

The import document must have headings!

Fig. 2. File selection window

The Import CSV modal window opens (Fig.3).

1.1.1. Import CSV modal window

It is designed to configure data import. Consists of the following elements:

  1. Configuration block (Fig.3(1));

  2. Preview block (Fig.3(2));

  3. Selection block (Fig.3(3));


Fig. 3. Import CSV modal window

1.1.1.1. Configuration block

The Skip headers checkbox allows you to skip headers. At the moment, the parameter is not available for changes. The Char set field is used to select the encoding. At the moment, the parameter is not available for changes. By default, UTF-8 is used. In the Separator field, enter the punctuation mark used in the imported file. By default, a comma is used.

1.1.1.2. Preview block

This block displays the headers and several completed rows from the table that is being imported.

1.1.1.3. Selection block

In the drop-down lists, select the headers (used in the CSV file), the data from which must correspond to the parameter for which the choice is made. For example, in the name drop-down list, select Name (Fig. 4).
Fig. 4. Customize CSV file import

1.1.1.3.1. name

Required field. This field selects the name of the column specified in the import file. The data in this column corresponds to the members' names.

1.1.1.3.2. timezoneId

This field selects the name of the column specified in the import file. The data in this column corresponds to the members' time zone.

1.1.1.3.3. priority

This field selects the name of the column specified in the import file. The data in this column corresponds to the members' priority. The higher the number, the higher the priority of calling the member.

1.1.1.3.4. expireAt

This field selects the name of the column specified in the import file. The data in this column corresponds to the date and time when the term for dialing the members expires.

1.1.1.3.5. bucketId

This field selects the name of the column specified in the import file. The data in this column corresponds to the bucket id to which members need to be added.

 The id can be found in the address bar of the bucket (Fig.5). To do this, you need to go to any tab of the bucket whose id you are interested in and take the last digits in the address bar.

Fig. 5. Bucket id

1.1.1.3.6. agentId

This field selects the name of the column specified in the import file. The data in this column corresponds to the Agent ID.

The Sticky switch must be enabled when downloading Member with an assigned Agent. Otherwise, calls will not be made.

The identifier can be found in the address bar of the Agent. To do this, you must go into any tab of the Agent whose identifier you need and take the last digits in the address bar.

1.1.1.3.7. variables

This field selects the name of the column specified in the import file. The data in this column corresponds to the variable displayed when you call this member. 

1.1.1.3.8. destination

Required field. This field selects the name of the column specified in the import file. The data in this column corresponds to the member connection data. For example, a phone number.

You can enter 20 numbers or other data to connect with the Member.

1.1.1.3.8. commPriority

This field selects the name of the column specified in the import file. The priority for the communication destination is indicated in these columns. One column has data about one communication destination. It is used when one member has several communication options, for example, two phone numbers.Fig. 6. An example of a table for loading members with two phone numbers

Attention!

The order of the selected columns from the file in the Communication destination field must match the selected columns in the Communication priority and Communication code fields (Fig.7).

The higher the number, the higher the priority.Fig. 7. An example of filling data in a modal window when loading subscribers with two phone numbers

1.1.1.3.9. code

Required field. This field selects the name of the column specified in the import file. The data in this column corresponds to the communication code. 
The code can be found on the Communication types page in the Code column.

1.1.1.3.10. description

This field selects the name of the column specified in the import file. The data in this column corresponds to the description of a member.

The information entered here is displayed in the Information tab of the Workspace when you have a call from this Member`s number.

1.1.1.3.12. dtmf

This field selects the name of the column specified in the import file. The data in this column corresponds to the DTMF data. 

Numbers and letters w and W are allowed,
where:
W - a pause of 1 sec;
w - a pause of 0.5 sec.

For example, 

WW3w5 - a call came in, the receiver was picked up, and after two seconds, there was up to dialing 3, and then after another 0.5 seconds - 5.

After setting the required fields, the Save button becomes active. Required fields are marked with *. After clicking the Save button, the modal window closes, and entries from the CSV file are added to the registry.

If you need to create a copy of a Member, go to the tab of this Member and click the  button near the Save button. And choose Save as (Fig.8).

Fig. 8. Save as

If the Member's End cause was Expired, then to continue working with this Member, it is necessary to change the time before which the call had to be made.

1.2. Filter block

It is designed to filter the data displayed in the registry entries. Contains:

  1. Filtering fields (Fig.9(1));

  2. Reset filters button (Fig.9(2));

  3. Expand filters button (Fig.9(3)).

Fig. 9. Filter block

1.2.1. Filtering fields

Available fields for filtering:

  • From - date and time of member creation;

  • To - date and time of member creation;

  • End cause;

  • Basket;

  • Priority (From and To fields).

By default, the From filter field is set to the first day of the last month.

For example, when opening the page on 09/21/2023, the From filter field will display the value 08/01/2023.00:00:00, and the To filter field will display the value 09/21/2023.23:59:59.

By default, the range of filtered records will vary from 28 to 62 days, depending on the day the page was opened.

1.2.2. Reset filters button

1.2.3. Expand filters button

1.3. Search field

The search is performed by name and exact number match.

1.4. Reset members tool 

The  button (Fig.1 (4)) is used to reset members. This button opens the Reset members modal window (Fig. 10).


Fig. 10. Reset members modal window 

Click the Reset button in the modal window and reset the dialing for members with unsuccessful attempts to connect.

Attention!

If the termination reason is expired, then for the next call, you need to change the time in the Expire field on the page of this member! Otherwise, this member will not be called.

1.5. Removal tool

The button (Fig.1(5)) is used to delete members (items). Click on this button opens a list with options (Fig.11):

  • Delete all items;

  • Delete all filtered items;

  • Delete N selected items.


Fig. 11. Removal tool

Click on one of the options confirms the deletion of the items specified in this option.

1.6. Refresh button

1.7. Registry

The registry is a list of entries of existing objects in this section, each of which consists of a set of fields:

  1. Checkbox;

  2. Name;

  3. Created at;

  4. Offering at;

  5. Destinations;

  6. Priority;

  7. End cause;

  8. Attempts;

  9. Editing tool;

  10. Removal tool.

1.7.1. Checkbox

Used to select one or more entries. An additional removal tool appears after selecting one or more entries. Information about the number of records selected for deletion appears when you hover over this tool.

1.7.2. Name

The names of the members are displayed.

1.7.3. Created at

The time when the member was added to the queue is displayed.

1.7.4. Offering at

Displays the time when you need to call back the member. You can set this time in call processing.

1.7.5. Destinations

The member's phone number is displayed. If the member has more than one phone number, their quantity (excluding the number shown) is indicated next to the number. When you click on the number, the Destinations modal window opens (Fig. 12). All numbers, a type of connection, and a priority of numbers are displayed in the modal window.

Fig. 12. Destinations modal window

1.7.6. Priority

The calling priority of the member is displayed. The higher the number, the higher the priority, which means the faster it will be called.

1.7.7. End cause

  • Missed  - missed by an agent. It is present only in the preview dialer when the dialer has not contacted the agent and, accordingly, does not dial the member;

  • Timeout - present in calls that have processing configure. It is set if the agent did not have time to finish processing in time;

  •  Failed - did not get through to the member;

  •  Abandoned - got through to the member, but there was no connection with an agent;

  • Success - successful call;

  • Cancel - сall canceled. You don't need to call the member;

  • Expired - the time until it was necessary to make a call passed, but there was no call.

1.7.8. Attempts

Displays the number of attempts to dial this member.

1.7.9. Editing tool

1.7.10. Removal tool

Fig. 13.  Modal confirmation window

1.8. Pagination

2. Opportunities

2.1. Add a new member

Goal

Add a new member

Goal

Add a new member

Preconditions

  1. Access to the Admin application;

  2. Access to the Queues section in the Admin application;

  3. Permission to create in the Queues section;

  4. The presence of a queue

Steps

  1. Click the Add button. The General tab opens.

  2. Enter data. 

  3. Go to the Connection type tab.

  4. Add a сonnection type. The Save button becomes active.

  5. Go to the Variables tab if you need to add variables for this member.

  6. Enter data.

  7. Click the Save button. 

Result

Data saved. Member added.

2.2. Remove a member from the queue

Goal

Remove a member from the queue

Goal

Remove a member from the queue

Preconditions

  1. Access to the Admin application;

  2. Access to the Queues section in the Admin application;

  3. Permission to select and delete in the Queues section;

  4. The presence of at least one queue;

  5. At least one member entry.

Steps

  1. Find the member you want to delete in the registry entries;

  2. Click on the delete button - . A modal window opens to confirm the deletion;

  3. Click the Yes button.

Result

The modal window closes. The member has been removed.

2.3. Remove several members

Goal

Remove several members

Goal

Remove several members

Preconditions

  1. Access to the Admin application;

  2. Access to the Queues section in the Admin application;

  3. Permission to select and delete in the Queues section;

  4. The presence of at least one queue;

  5. At least one member entry.

Steps

  1. Find the members you want to remove in the registry entries. Select them using the checkbox;

  2. Click on the remove button at the top of the registry. A modal window opens to confirm the deletion.

  3. Click the Yes button.

Result

The modal window closes. The members have been removed.

2.4. Edit a member

Goal

Change member options 

Goal

Change member options 

Preconditions

  1. Access to the Admin application;

  2. Access to the Queues section in the Admin application;

  3. Permission to edit in the Queues section;

  4. Availability of at least one queue.

Steps

  1. Find the member you want to edit in the registry.

  2. Click on the edit button in the entry of this member. The General tab opens.

  3. Open the detail you need.

  4. Make changes.

  5. Click the Save button.

Result

Data saved.

2.5. Add members by importing a CSV file

Goal

 Add members by importing a CSV file

Goal

 Add members by importing a CSV file

Preconditions

  1. Access to the Admin application;

  2. Access to the Queues section in the Admin application;

  3. Permission to select in the Queues section;

  4. Availability of at least one queue.

  5. Availability of a CSV file;

Steps

  1. Click the import CSV file button - . The Import CSV modal window opens.

  2. From the field, select the column names (used in the CSV file) whose data must match the parameter for which the selection is being made. For example, in the name drop-down list, select Name (Fig. 4). The Add button becomes active.

  3. Fill in at least the required fields.

  4. Click the Add button.

Result

The modal window is closed. Members from the CSV file are added to the registry of records.

 

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