Entertainer – Dstny

Introduction

The content in an entertainer, entertains the caller while in the queue. Defines the flow of actions and announcements presented to the caller. The entertainer is running in loops. It executes/evaluates all actions in the flow and when it reaches the end of the flow it goes back to the top and loops the flow again.

Under Admin, press Entertainers:

Press "+ Add" to create a new entertainer.

Existing entertainers can be copied, edited and deleted.

Choose among available actions, drag and drop to add them in your queue flow.

An entertainer can be used at one or several queues.

Available actions

Wait

This action plays ringtones or music, which is the most basic action used in entertainers. Choose among available sources and the time to play the ringtone/music.

List of sources, where music starting with RF is royalty free music. Ringtones are also included.

Queue position

Plays the queue position of the current call.

The position can either be played every loop or only on change. Position will only be played if it is same or better then last queue position anouncement.

It is possible to play queue position at the current queue or at a virtual queue.
A virtual queue is a selected group of queues which is created in Admin.

Queue time

Queue time can be played in three different versions:

Expected queue time is the average of the last ten answered calls.

Longest queue time is the time in queue for the call first in line, i.e. have the longest queue time.

Expected remaining queue time is Expected queue time minus the time that the caller have spent in queue.

Enter the minimum and maximum queue time to be announced.

Sound file

Choose a sound file to be played in queue.

It is possible to create (+), change (pen) and delete (trash can) a soundfile.

Select "Lock call when playing" if the complete sound file shall be played before connecting the call to an available agent.

Available agents

Plays the number of available agents logged in at the current queue.

It is possible to enter a lowest level of available agents that will be announced.

Rules

Rules are used together with other actions, to set conditions when an action shall be activated.

For further info, see separate article.

Callback

Select or create a soundfile for offering callback along with touch tone and a queue where the callback will be queued. The callback can either be called from the same queue or a separate queue.

Additional configuration must be done in the queue settings.

Transfer to number

Transfer the call to an external number.

Lock

This action locks the caller to the queue for all actions that are connected.

The caller will stay in the queue until unlocked even if there are available agents.

The call is unlocked when leaving the lock action.

If the lock is put first in the flow, the call will be locked and will be forced into the queue even if there are available agents.

Latest agent

This action is used to reserve an incoming call to the agent it last was connected to on this queue.

It is best to use it together with the lock action and put it as the first block in the flow to prevent the call to be connected to an agent before it is reserved.