Queueing

Operator Queue Settings

• Is Operator Queue – Defines whether the Router is configured for operator functions. 
  • Note: To allow agents to park a call or email, ensure a Router with the Park function is available. Assign the appropriate agent group to this Router.
• Operator Queue Type – If Operator Queue is selected, define the type of Operator Queue here.
• Specific Media Only – Limits the Router to handling only a specific type of media.
• Media Channel Type – Specifies which communication channels the Router supports:
  • Phone
  • Email
  • WebChat
  • Text
  • WorkItem 

Note: Agents can only re-queue to Routers of the same media type they are currently working in or to unspecified Routers.

Queue Settings

• Queue Even When No Agent Is Available – Allows calls to be queued even when no agents are logged in.
• Max Queue Length per Agent – Defines the maximum number of callers that can be queued per agent.
  • If set to 0, calls will not be placed in the queue when no agents are available. In this case, the No-Agent Exception will be executed.
  • If you want the No-Agent Exception to execute, but not the Queue Time-Out Exception, set Max Queue Length per Agent to 3 and Max Queue Time to 1.
  • Note: This parameter only applies to voice calls. Emails have a fixed maximum of 3 queued emails per agent.

First Announcement

When a call enters the Router and is queued, this announcement will be played once (if enabled). Options include:

• None – No first queue announcement.
• Application – A selected Application Prompt is played.
• System – A standard system announcement informs callers they are queued, but does not mention queue position.
• Absolute Queue Position – Announces that the caller is queued, followed by their queue position.
• Relative Queue Position – Announces that the caller is queued, followed by their position relative to the number of available agents.
• Expected Waiting Time – Announces the estimated waiting time (e.g., “The expected wait time is less than 30 seconds”).
  • The wait time is calculated using a rolling average based on the last five calls.
  • Note: System Prompts 950 – 964 must be recorded to use this feature unless text-to-speech is enabled.
• First Prompt – If the First Announcement Type is set to Application, this is the prompt that will be played.
• Music on Hold (MoH) – Background music can be played while callers wait.

Queue Announcements

While a call is in the queue, messages can be played at set intervals.

• Queue Message Interval – Defines how often queue messages are played (e.g., every 20 seconds).
• Queue Message Type:
  • None – No queue messages.
  • Default System Prompt – A predefined system announcement informs callers they are queued, but does not specify queue position.
  • Application Prompt – Similar to a static system prompt, but allows selection from the Application Prompts list.
  • Absolute Queue Position – Announces how many callers are queued. This message is repeated every X seconds.
  • Relative Queue Position – Announces the number of callers in the queue relative to the number of available agents.
    • Example: If there are 10 callers and 5 active agents, the first 5 callers will hear "You are first in the queue."
    • The last 5 callers will hear "You are second in the queue."
  • Expected Waiting Time – Announces estimated wait time (only valid as a First Announcement).
  • Number of Active Agents – Announces how many agents are actively taking calls.
  • Custom – Queue messages are played using a custom user-defined application.

Additional Queue Settings

• Queue Prompt – If Queue Announcement Type is set to Application Prompt, this defines the prompt that will be played.
• Queue Announcement 2 – A secondary announcement played during the queue session.
• Add Interval Time – Enables interval timing between Queue Announcement 1 and Queue Announcement 2.
• Interval Time (sec) – Specifies the cycle time for repeating queue announcements.
• Service Level Time (sec) – Defines the number of seconds for measuring Service Level (SL).
  • Note: This does not apply to Email; email SL is defined by the Email rule settings.
• Max Queue Time (sec) – Specifies the maximum time a voice call can remain in the queue before timing out.
  • When the limit is exceeded, the call is transferred to the next step, as defined in the Exception tab under Time-Out.
• Create Sub-Router Per Skill – Enables separate Router statistics per skill on the Wallboard.

Options

Clock Settings

• Clock – Assigning a Clock to the Router ensures that opening hours are checked before routing a call.
  • If the Clock returns Open, the call proceeds as usual.
  • If Closed, the next step defined under Clock Closed Exception (in the Exceptions tab) is executed.
  • If no next module is specified for the Clock Closed Exception, the call or text interaction follows the default routing.
  • If the Clock has special exceptions (e.g., Christmas exceptions), the defined exception module is executed.
• Clock Closed Prompt – This prompt is played before executing the Clock Closed Exception. Note: This prompt is not played in cases where a Clock Exception within the Clock settings itself is triggered.

Hot Item

A Hot Item is a temporary announcement used to communicate important information, such as special promotions or updates on known issues.

• Play Hot Item – Enables playback of the Hot Item announcement.
• Hot Item Prompt – Assigns the specific prompt containing the recorded Hot Item message.
• Play Hot Item Menu – Allows callers to interact with the announcement using an Option Menu.
• Hot Item Menu – Select from available menus in the dropdown; this menu is played if Play Hot Item Menu is checked.

Call Recording Settings

• Ask Recording – Defines whether the caller should be asked about recording preferences:
  • Ask Recording: The caller is prompted to press 1 if they want the call recorded.
  • Ask No Recording: The caller is prompted to press 1 if they do not want the call recorded.
• Ask Recording Prompt – Plays the prompt related to recording preferences.
• Pre-Queue Prompt – A message played when the call enters the Router.
  • Not played if the Clock is closed.
  • If a Hot Item is active, this prompt plays after the Hot Item prompt and menu.

Option Menu (During Queuing)

While the call is waiting for an available agent, an Option Menu can be offered.

• Play Option Menu – Enables the Option Menu for queued callers.
• Option Menu – Select an available menu from the dropdown list.
• Play Option Menu First After X Cycles – Specifies after how many queue intervals (from the Queuing tab) the Option Menu should be played initially.
  • 0 = Played immediately after the first cycle.
  • Empty field = Uses default cycle settings.
• Then After X Cycles – Defines how often the Option Menu should repeat after the first playback.
  • 0 = Played every cycle.
• Play Only If Expected Waiting Time Exceeds (Seconds) – The Option Menu is triggered only if the Expected Waiting Time (based on the last 10 calls) exceeds the defined value.
  • 0 = Expected Waiting Time is ignored.
• Play Only If Service Level Drops Below (%) – The Option Menu is triggered only if the Service Level (calculated over the last 10 calls) drops below the configured percentage.
  • 0 = Service Level is ignored.

On Exit (No Agent, Full Queue, or Timeout)

• Play Option Menu on No Agent, Full or Timeout – The Option Menu is played if no agents are available, the queue is full, or a timeout occurs during opening hours.
• Exit Menu – Select an available menu to be played when the Option Menu on No Agent, Full, or Timeout is triggered.
• Play Option Menu or Exit Menu Until X Minutes Before Closing – Defines how long the menu will be played before the Clock reaches its closing time.
• Keywords – For reference purposes, assisting engineers and administrators.

Additional Notes

• If Play Hot Item is deactivated, the system prompts for the related outbound service to start.
  • Callers who requested a callback when the issue is resolved will now receive their callback.
  • Ensure a Notification Prompt is defined in the Outbound Services Module.
• Supervisors can start or stop outbound services directly within the Supervisor application.

Routing

The Routing settings define how calls are intelligently directed to agents based on various criteria, including availability, skills, and previous interactions.

Calendar-Based Routing

• Calendar Routing – If enabled, routing will follow the availability of agents as defined in the Routing Calendar.
  • Note: Calendar routing cannot be used for Operator Routers.
  • Requirements:
    • A valid Calendar Integration licence.
    • Calendar switching must be configured by Cirrus.
    • If an agent is not logged in, they will automatically be logged in via their mobile extension and assigned a PhoneAgent licence.
• Routing Calendar - Email Address – The User’s Email Address must be linked to the Routing Calendar, where agents and their availability are defined.

Skill-Based Routing

• Minimum Skill Score – Specifies the minimum required skill level an agent must have to receive a call.
  • If an agent's skill rating is below this threshold, they will not receive the call.
  • Skill ratings range from 0 (lowest) to 9 (highest).
  • Exceptions exist – see "Skill-Based Routing" for details.
• Minimum Skill Score Decline Per Minute (Default = 0) – Allows the minimum skill requirement to decrease over time if no eligible agents are available.
  • Example: If an agent meeting the original minimum skill score is unavailable, the system progressively lowers the threshold to prevent long waiting times.

Routing Calls to Previously Contacted Agents

• Route to Previous Agent – Enables calls to be directed to the last agent the caller interacted with.
  • Note: This option does not apply to operator queues.
• When Contacted in Last X Days – If enabled, calls will be routed to the agent last contacted within X days.
  • To prevent long wait times, also configure:
    • When Available Within (seconds) – Defines how long to wait before routing the call elsewhere.
    • To Other Agent When Not Available – Enables calls to be routed to other available agents if the previous agent is unavailable.
  • Setting "0" includes the complete call history.
• Also Search in Other Routers – If the last-contacted agent is no longer assigned to any group within the current Router, selecting this option enables the system to search other Routers for the agent.

Wait Time & Fallback Options

• When Available Within (seconds) – If the previous agent is occupied, the system will wait the specified number of seconds before attempting to route the call to them.
• To Other Agent When Not Available – If the agent is not available within the wait time, this option allows calls to be routed to another available agent.
  • If disabled, the system will follow one of these exceptions:
    • No-Agent Exit (Exception tab) – If no agent is available.
    • Timeout Exit – If the agent does not become available within the wait time.

Ring Fencing (Agent Reservation)

Ring fencing ensures that a set number of agents remain available for a Primary Router, preventing excessive allocation to Secondary Routers.

• Ring-Fenced Agents – The Router aims to have a specific number of available agents at all times.
  • Example: If "Ring-Fenced Agents" is set to 2, the Router will attempt to keep two agents available at all times.

Configuration Steps:

1. Define a Primary Router with Ring-Fenced Agents > 0.
2. Set other Secondary Routers with Ring-Fenced Agents = 0 (these routers share agents with the primary router).
3. When routing calls, the Router checks whether allocating an agent violates the ring-fencing limit.
4. If the allocation violates the ring fence, the agent is skipped.

• Important: Ensure only one Primary Router is configured. If an agent is ring-fenced in multiple Routers, they may become isolated.
• Supervisors can modify Ring-Fenced Agent settings within the Supervisor application.

Optimisation & Special Routing Rules

• Optimise on SL (Default = false) – Alters the first-in, first-out logic.
  • Short calls within the defined service level time receive higher priority.
  • Helps maintain an optimal Service Level by ensuring quick resolutions are prioritised.
• Ignore Status (Default = false) – Overrides an agent’s availability status.
• If enabled:
  • The agent receives calls on their logged-in device (PC or mobile), even if marked Unavailable.
  • The agent must accept the call, even if in a meeting or otherwise occupied.
  • For private calls, the agent’s configured forwarding rules apply.

Agent

The Agent settings define how calls are handled by individual agents, including CLI configuration, call management, recording, and post-call activities.

Caller Line Identification (CLI) Settings

• CLI Selection – If agents can select a CLI (based on Selectable CLI Options in Configuration Settings), they will be able to choose from available numbers in their client or mobile app.
  • If CLI selection is not enabled, the predefined CLI for the Router will be used for outgoing calls.
  • If an agent is a member of multiple Routers, the CLI of the first assigned Router will be used.
  • If no CLI is defined, the applicable CLI for the User will be used.

Agent Messaging & Busy Actions

• Agent Message – Displays a message in the Client application when an agent logs in and is assigned to one or more Groups within the Router.
• Agent Busy Action – Defines system behaviour when a call is routed to an agent who is unavailable due to a collision or private call:
  • Register as Busy for a While – If the agent is busy (e.g., on a private call), they are marked Busy and will automatically switch to Available after 1 minute.
  • Switch Agent to Not Available – If busy, the agent is switched to Not Available and must manually change their status back to Available.
    • For phone-based agents, availability is restored automatically after 1 minute.
• No Answer Time-Out – If an agent does not answer within the configured number of seconds, their status is automatically changed to Offline.
  • The agent must manually change their status back to Available OR
  • The system will automatically switch them to Available after the configured Forced Offline Expiry Time configured by Cirrus.

Call Recording & Summaries

• Voice Recording – Automatically records all calls for the Router on the server.
  • Cirrus can set a backend configuration for VoiceRecordingMode = 1 so that agents can manually stop and restart recordings.
• Create Call Summaries – Generates AI-based call summaries.

Post-Call Actions

• After Call Work Time (ACW Time) – Sets a cool-down period after a routed call:
  • During this time, no new calls will be transferred to the agent.
  • The UCS system automatically changes the agent's status to AfterCallWork.
  • When the ACW time expires, if the agent has not manually changed their status, UCS automatically switches them to Available.
• Call Qualification – Enables agents to classify calls for statistical analysis.
  • Call qualification types are defined by the Administrator.
• Mandatory Call Qualification – Requires agents to select a Call Qualification before receiving new routed calls.
  • If the agent does not make a selection within ACW time + 1 minute, UCS automatically switches them to Available.
• Multiple Call Qualifiers – Allows agents to select multiple call qualification options.

Agent & Router Management

• Keep Last Agent In – Warns the last remaining agent in an assigned group to either:
  • Deactivate themselves from the group, or
  • Change their status to Unavailable.
  • The warning is only shown during opening hours if the Router has a Clock assigned.
• Log Off Agents After Clock Closed – Automatically logs off agents after the Clock closes (provided the Router had been open earlier in the day).
  • If calls remain in the queue, logout is postponed until the queue is empty.
  • If an agent works for multiple Routers, all assigned Routers must be closed for automatic logout to apply.
  • Park Routers are excluded from this check.
  • Agents cannot log in after the clock is closed.
  • Agents can log in before the clock opens.

Agent Call Confirmation

• Ask for Confirmation for Phone-Based and Remote Agents (Default = false) – If enabled, phone-based agents and remote extension agents must confirm a routed call by pressing 1.
  • This prevents calls from being routed to an agent’s private voicemail.
  • If an agent presses any other digit or does not respond, their status is switched to Offline.
• Confirmation Prompt – Plays a prompt asking the agent to confirm the incoming call.

CLI Display for Agents

• CLI to Agent Type – Defines which CLI is shown to phone-based agents in their phone display:
  • Use Channel CLI – Displays the CLI for the channel.
  • Use Caller CLI (Default) – Displays the CLI for the caller.
  • Use as CLI – Displays the CLI defined in the CLI to the Agent.
• CLI to Agent – Customises how CLI is displayed when "Use as CLI" is selected:
  • If set to Use Caller CLI, $CLI represents the caller CLI.
  • Example: If the value is 33$CLI, the agent will see "33" followed by the caller's CLI in their phone display.

Call Information

• Info – Displays additional call details in the Client for routed calls.

Exceptions

The Exceptions section specifies the next step in the call flow for various scenarios where the call exits the Router. One common scenario is when a caller exceeds the maximum queue time. In such cases, options may include offering a callback service or transferring the call to an external department.

Clock Closed

• If a Clock is assigned to the Router and returns as closed, define how the call should be handled.
• Clock Exceptions follow the Next Module specified for that Clock Exception.
• If no Next Module is defined, the call will enter the queue as usual.

No Agent

• In the General tab, the setting Queue Even When No Agent Is Available determines whether calls should be queued when no agents are logged in.
• If this setting is not enabled, the No Agent exception is triggered when:
  • All agents assigned to the Router are logged off or marked as unavailable.
  • If Skill-Based Routing is enabled, and all available agents have a skill rating below the required minimum, they will be marked as not ready.

Queue Full

• When the maximum number of queued callers is reached, the system will reject additional calls.
• Excess callers are redirected to the destination set for the Full exception.

Queue Abort

• If the Router presents an Option Menu, callers may select "Stop Waiting" to exit the queue.
• These callers are routed to the destination specified for the Abort exception.

Queue Time-Out

• The Router includes a configurable timer that defines the maximum time a caller can remain in the queue.
• When this timer expires, the caller is redirected to the destination set for the Time-Out exception.

Interview

The Interview Module allows a questionnaire to be presented to callers after their conversation with an agent. The call remains active while the interview is conducted, extending into a series of attendant menus. If the call is released before the interview begins, the caller can be contacted via an outbound call or SMS to complete the questionnaire.

Key Steps in the Interview Function

1. Select/identify which calls should include an interview.
2. Conduct the interview immediately after the agent conversation.
3. Set up an outbound call if the caller has already hung up before the interview begins.
4. Monitor results—supervisors can review interview responses via agent reports.

Note: A separate license is required for the Interview Module.

Interview Settings

• None – No interview menu is presented to the caller.
• At the End of the Call – The interview menu is played immediately after the agent disconnects.
• In a Callback Call – If the call ends before the interview begins, the system calls the caller back, and the interview menu is played.
  • An Outbound Service named Interview Callback is automatically created.
  • The sender channel must be selected in the Outbound Service settings.
• Either One – If the agent disconnects, the interview plays immediately.
  • If the caller has already hung up, they will be called back, and the interview menu will play.
• Via SMS – The interview menu is sent via SMS to the caller’s mobile phone.
  • A Text Channel must be configured by Cirrus.
  • An Outbound Service named Interview Callback is automatically created.
  • Select the correct Text Channel in the Outbound Service settings.
• Via Email – The interview menu is sent via email to the caller’s registered email address.
  • This option is only available if the caller's email address is known, e.g., via an external lookup.
  • An Outbound Service named Interview Callback is automatically created.
  • Select the correct Email Account as the sender address.

Additional Interview Configuration Options

• Delay (minutes) – Defines the number of minutes before the interview begins (for callback calls or SMS-based interviews).
• Interview Percentage – The system will ask the caller to participate if the percentage of positive responses for the day is below the defined threshold.
• Prompt to Ask Participation – The prompt played to invite the caller to participate.
  • Expected inputs: "1" for Yes, "2" for No.
  • A configuration option exists to switch between Ask for Confirm (0) or Ask for Deny (1) for interview participation.
• Menu – Defines the Interview Menu presented to the caller.

CRM

The CRM integration enables seamless connectivity with a CRM system by triggering a CRM URL when an incoming call is received by the Client for this Router. If phone numbers are detected, they are automatically activated for click-to-call functionality.

Configuring CRM Integration

CRM URL – Defines the URL to initiate the CRM system.

• Startup arguments can be included to pass specific details (see the table below for available arguments).
• Example:

http://CRMsystem/popup.asp?User=$Agent&CallingNumber=$CLI&ID=$CallerID

• To force a call to open in a specific browser, modify the CRM URL:

“C:\Program Files (x86)\Google\Chrome\Application\Chrome.exe”;http://CRMsystem/popup.asp?User=$Agent&CallingNumber=$CLI&ID=$CallerID

• Note: If a forced browser is used, Web Popup must be configured in the Client Settings to automatically display the CRM screen.

CRM Only for External Callers – If enabled, the CRM URL will only be triggered for external callers.

Available Startup Arguments

CRM System Behaviour

• When an incoming call reaches the Router, the Client fires the defined CRM URL and displays the caller details in the caller info window.
• The CRM URL set in the Router overrides any Web integration URL in the CRM tab of Client Settings.

Important Notes

• CRM Web Integration must be enabled in Client Settings.
• Ensure a ";" separator is used between the executable path and parameters in command-line CRM configuration.

Threshold Email Alarms

The Threshold Email Alarm section allows you to configure email notifications when specific thresholds are breached or resolved.

Configuration Options

• Define which thresholds will trigger an email alert.
• Specify the recipient email addresses for notifications.
• Emails are sent when an alarm occurs as well as when the issue is cleared.