How can I find out how calls are in the queue on any given extension or how many lines are active?

Alpha_A

Hello,

Im trying to look for a way on how to know how many calls are in a queue

on any given extension (eg. how many people are waiting to speak to a sales

representative) and also how many channels per DID are actually being used.

As i mentioned in one of my other posts that im trying to setup a voip based

call centre with a minimum of three staff members but hope to increase staff

numbers later.

If i can see how many calls are in a queue then i can see how many extra staff

members i need. If i can see how many channels are being used and not being

used, then i can see how many channels i can remove to save some money.

Anyone ideas?

Thanks,

Ben

pythonpoole

You can see how many channels are in use via the small icons in the IVM status bar. Each icon represents a line or channel (if using VoIP) and changes colour based on line status. The problem is the indicators will only let you know how many lines are currently being used in IVM, and this independent to how many channels may still be in use elsewhere on your VoIP network (e.g. after transferring the call to an agent, or someone making an outbound call). Depending on the PBX system you are using, you may or not be able to acquire info about exactly how many concurrent calls are in progress.

As for calls in queue, it depends on what PBX system you are using. For example the Asterisk PBX (For Linux) can show the status of all lines, extensions and queues (I believe a plug in/additional module may be necessary), whereas Axon (the PBX software developed by NCH for Windows/Linux) does not have the ability to view the number of callers in queue or similar info (as of yet). Although there is always the possibility of reviewing the logs and using that data to determine how many calls were active at a given time and so on.