Telebroad offers various apps and services. In some of them we refer to Queues and Agents. In other we refer to Groups and Users. How are these differ?


An Agent is defined by having a specific task relating to receiving or making phone calls. Agents can be assigned a specific priority. Usually the term is related to a call center. So, for example, we talk about an agent of a sales department who is tasked with placing or receiving calls from clients interested in the product of the company.

 

A User on the other hand has no specific phone related tasks, but  is someone with a phone extension who is  able to make or receive calls. Users have no priorities. Usually the term is related to a simple phone system that provides communication services to a company that does not require call center capabilities. So, for example, we can talk about a user of the accounting department, whom we setup with a specific phone extension. While this extension assists him with his daily work routine, his main job is not about making or receiving calls on it.  

 

A Queue is a collection of agents, while a Group is a collection of users. The difference is that queues are built with certain distribution rules, relating to agent’s priorities, to handle overflow and call assignments.

 

For example if a client calls a technical support queue, his call will first go to the agent with the highest priority ranking. If this agent and all agents are busy the call will be transfered to other queues based on predefined rules.

 

A group on the other hand has no special distribution rules, since users have no priorities. If a client calls a technical support group, his call will be transfered to specific extensions (without regard to any priority) or all the phones in the group will ring. If all agents in this group are busy the call will not go to another group, but simply will end up in a user’s mailbox.