Queues

Queues leverage a prioritization system to optimize agent allocation for inbound calls. Queues are not an actual VICIdial entity and is simply a concept to help better understand how waiting calls are routed by their respective AGI scripts. Both Inbound Calls and Outbound Calls have their own unique, albeit similar, AGI script that handles numerous potential configuration options and adjusts the call handling accordingly.

Key functionalities of the queue mechanism include:

• Continuous Availability Monitoring: Upon call initiation, a script executes every second to assess agent availability, factoring in queue position, drop settings, NANQUE settings, and other relevant parameters.

• Efficient Call Routing: When a call reaches the head of the queue, a temporary lock is applied to the live agents table, ensuring data integrity during the allocation process. The system then selects the most suitable agent based on availability, rank, wait time, and other predetermined criteria.

• Prevention of Call Duplication: The locking mechanism safeguards against multiple scripts or queued calls inadvertently assigning the same call to multiple agents, thus maintaining call integrity and preventing resource conflicts.

• Seamless Call Transfer: Once the optimal agent is identified, the call is promptly routed to their queue, and the lock on the agents table is released, enabling uninterrupted system operation.