How to use Queue fallback penalty levels¶

The Queue fallback penalty levels option is used to distribute incoming calls in a queue to its members organized in groups.
Groups are created based on the same penalty value of its members.¶

Example:

• each member who receives Penalty 0, will be part of the Group 0
• each member who receives Penalty 1 will be part of Group 1, and so on.

The user groups will be called one by one, consecutively, depending on the penalty, starting with the value 0, increasing by 1, up to the maximum value of the Penalty existing in the respective queue.
When a call enters the queue, the first group of members with 0 penalty will be called for a duration equal to Queue timeout (set at Inbbound route level).
If no member of the first group answers, the next penalty group will be called until the call is answered.
If the call is not answered by any member of any group, up to the group with the highest penalty inclusive, the call is stopped.

To activate the Queue fallback penalty levels option, set the following:

1. At the queue level:¶

2. At the Inbound route level:¶

Check Queue fallback penalty levels and click on Update route:

Available in other languages: RO