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Asterisk Tutorial 21 - Asterisk Call Queues

Asterisk Tutorial 21 - Asterisk Call Queues

Introducing Asterisk Phone Systems – Professional Call Queuing with Asterisk Queues

So here we are with our latest tutorial from our Introducing Asterisk series. This time around we take a look at the topic of Asterisk Queues. Building on from our last tutorial on Automatic Call Distribution (ACD) in Asterisk, today’s tutorial focuses on Call Queuing.

First however, a few questions that should be answered:

What Is Call Queuing & Why Do We Need It?

These are both very good questions that should be answered before moving forward with this tutorial. Last week we took a look at the concept of ACD and setup up a basic configuration. This could well be enough as the perfect solution for small office home office (SOHO) environments. But what if your company is an SMB or larger?

How do you handle and try to answer all your incoming calls? Well there are two options,; either you have an employee for every caller which is stupidly expensive and a waste of resources. Or you go with option 2 – Call Queuing.

Call Queuing will enable you to handle multiple calls simultaneously with less staff, plus giving your company an image boost. How bad would it be if your callers kept calling and getting a busy tone? Call Queuing helps you avoid this, making sure your company reputation isn’t damaged as well as adding an air of professionalism to your corporate image. Now that sounds like a much better and more beneficial solutions, doesn’t it?

How do we use Asterisk Queues?

So here we are with the how part. Watch the tutorial video above and find out.

In today’s tutorial you will discover what you need to know about the Asterisk file queues.conf where we will also demonstrate how to configure your queues. Moreover, we also introduce the Asterisk queues application as well as how to modify your dialplans to incorporate your new queue.

Stay tuned for next time when we take a more detailed look at call strategies. What they are, what they mean and when to use them.

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Final Word

A well-configured business phone system that oozes useful tools, delivers excellent audio quality and intuitive call flows will leave callers with a highly professional impression. The configuration options and application availability and how well they are utilized will have a decisive impact on how professionally you manage your calls and therefore how your customers view your company. The switch to a pascom VoIP phone system solution provides the opportunity to not only upgrade your internal collaboration but also to redefine telephony in your company.

If you would like more information regarding pascom and our Asterisk based PBX software, please visit our website or give the pascom team a call on +49 991 29691 0 to discuss your requirements and get started within minutes using our free hosted business VoIP phone system edition.

Until next time, comment, share and like and most importantly – Happy VoIPing!

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Philipp Meixner, CEO
As a communications agency with just under 20 employees, the pascom phone system is perfect for us. The technical concept simply functions, which is what you want. The service is exceptional and always accessible (even if it is rarely needed) and as one of the agency’s business partners, we can only recommend pascom: open, straightforward, pleasant to work with - great. Thank you pascom!

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Stephan Förderung, CEO
We chose pascom because their phone systems offer a sleek, easy-to-use UC client and administration UI whilst providing us with all the PBX and UC features, control and visibility that we could need from our business communications solution. As a result of our excellent experience, we are happy to recommend pascom phone systems to all our customers.

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Lars Hoeger, IT Director
When we make decisions regarding new systems, we want to make sure that we have both reins firmly in our hands. Therefore, it is essential to implement systems which adhere to OpenStandards, allowing us to seamlessly connect and integrate these into our existing systems. In addition, we require reliable suppliers, who are ready to customise their solutions to our requirements, which is why we chose pascom who offer exactly this service and more.

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Kassandra Martin, Deputy Director & Reception Manager
We chose pascom as our telephony solution in part due to the scalability, flexibility and ease of deployment. In addition, the pascom platform functions perfectly with our digital guest directories in our rooms whilst offering the largest range of features at easily the most cost effective price compared to alternative solutions. A further deciding factor was the wide choice of compatible hardware that choosing pascom afforded us.

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Wake & Camp Ruhlsdorf

Markus Gerlitzki, Managing Director
My team and I pride ourselves on the level of excellent care we provide our guests. However, it can be distracting when the phone is always ringing and we constantly answer the same questions. Thanks to the pascom phone system, we have been able to set up an automated attendant self-service hotline which allows guests to quickly get answers and if required callers can be quickly and efficiently routed to an employee. The system greatly improves customer service with around-the-clock answers around opening times and courses and therefore reduces the strain on employees, ensuring we are free to cater to the needs of our on-site guests.

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