Queue Profiles Module Documentation

Table of Contents

1. Navigation & Access
2. Screenshots & Visual Interface
3. Module Overview (Technical)
4. Module Overview (Commercial/Business)
5. Module Overview (End User/Administrator)
6. User Roles & Key Capabilities
7. Configuration Tabs
8. Settings Reference
9. Common Scenarios & Examples
10. Limitations & Important Notes
11. Troubleshooting Tips
12. Glossary
13. Model Context Protocol (MCP) AI Integration

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Navigation & Access

To access the Queue Profiles configuration module:

1. Log in to the Ring2All Web Portal (https://<domain-or-ip>/login).
2. In the left navigation sidebar, expand Settings.
3. Under PBX, click Queues Profiles (/settings/pbx/queue-profiles).
4. To create a new queue distribution policy template, click + Add Profile (/settings/pbx/queue-profiles/new). To edit an existing profile, click on the profile row or the Edit action button.

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Screenshots & Visual Interface

Queue Profiles Directory

Centralized inventory of contact center ACD queue behavior templates, detailing profile names, descriptions, associated tenant domain, and real-time operational status.

Queue Profile Configuration Form

Granular policy editor defining agent hunt strategies, member timeouts, active call skipping, tier rules and level progression, wrap-up announcement sounds, and maximum wait thresholds.

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1. Module Overview (Technical)

What Are Queue Profiles?

Queue Profiles are call center configuration templates that define how queues handle calls, route to agents, manage tiers, and control caller experience. They are assigned to queues in the Queues module.

Architecture

┌─────────────────────────────────────────────────────────────────┐
│                Queue Profiles Architecture                     │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│  Admin Panel                                                    │
│  ┌──────────────────────────────────────────────────────────┐   │
│  │        Queue Profiles                                    │   │
│  │                                                          │   │
│  │  Tabs:                                                   │   │
│  │  ├─ General (max wait, no answer, queue size)           │   │
│  │  ├─ Caller Experience (sounds, announcements)           │   │
│  │  ├─ Tier Rules (escalation, wait times)                 │   │
│  │  └─ Advanced (debug, agent cooldown)                    │   │
│  │                                                          │   │
│  └──────────────────────────────────────────────────────────┘   │
│       │                                                         │
│       ▼ Assigned to queues                                     │
│  ┌──────────────────────────────────────────────────────────┐   │
│  │        Queues Module                                     │   │
│  │                                                          │   │
│  │  Sales Queue → Profile: aggressive-routing              │   │
│  │  Support Queue → Profile: tiered-escalation             │   │
│  │  VIP Queue → Profile: immediate-connect                 │   │
│  │                                                          │   │
│  └──────────────────────────────────────────────────────────┘   │
│       │                                                         │
│       ▼ Applied by queue handler                               │
│  ┌──────────────────────────────────────────────────────────┐   │
│  │        Queue Lua Handler                                 │   │
│  │                                                          │   │
│  │  Load profile settings → Apply to call                   │   │
│  │  ├─ Tier rule wait times                                │   │
│  │  ├─ Agent routing logic                                 │   │
│  │  ├─ Announcements and sounds                            │   │
│  │  └─ Timeout and delay settings                          │   │
│  │                                                          │   │
│  └──────────────────────────────────────────────────────────┘   │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘

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2. Module Overview (Commercial/Business)

Business Value

Queue Profiles provides customized call center behavior:

Without Profiles	With Profiles
Default handling	Custom routing
One-size-fits-all	Different strategies
Fixed escalation	Tiered escalation
No announcements	Full caller experience

Use Cases

1. Tiered Escalation

   • Wait times per tier
   • Automatic escalation

2. Caller Experience

   • Position announcements
   • Estimated wait time

3. Agent Optimization

   • Skip busy agents
   • Cooldown periods

4. High-Priority Queues

   • Immediate routing
   • VIP handling

Feature Highlights

Feature	Benefit
Tier Rules	Escalation control
Announcements	Caller experience
Agent Cooldown	Prevent burnout
Max Queue Size	Capacity control
Progressive Ring	Ring more agents
Whisper Tone	Agent notification

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3. Module Overview (End User/Administrator)

What Can You Do?

• Create queue profile templates
• Configure tier escalation rules
• Set caller announcements
• Configure agent timeouts
• Set queue capacity limits
• Enable position/wait time announcements
• Configure progressive ringing

Queue Profiles Interface

┌─────────────────────────────────────────────────────────────────┐
│              Queue Profiles                                     │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│  Manage queue profile configurations for call center queues    │
│                                                                 │
│  [+ Create Profile]                                             │
│                                                                 │
│  ┌───────────────────────────────────────────────────────────┐  │
│  │ Name               │ Description         │ Status       │  │
│  ├────────────────────┼─────────────────────┼──────────────┤  │
│  │ default            │ Standard queues     │ ✓ Enabled    │  │
│  │ tiered-escalation  │ Multi-tier routing  │ ✓ Enabled    │  │
│  │ aggressive         │ Fast routing        │ ✓ Enabled    │  │
│  │ vip-priority       │ VIP customers       │ ✓ Enabled    │  │
│  └───────────────────────────────────────────────────────────┘  │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘

Profile Edit View

┌─────────────────────────────────────────────────────────────────┐
│              Edit Queue Profile                                 │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│  [General] [Caller Experience] [Tier Rules] [Advanced]         │
│  ─────────────────────────────────────────────────────────────  │
│                                                                 │
│  General Settings                                               │
│                                                                 │
│  Queue Profile Name: [tiered-escalation         ]              │
│                                                                 │
│  Max Wait Agents: [5                ]                          │
│    Maximum number of agents waiting in queue                    │
│                                                                 │
│  Max No Answer: [3                ]                            │
│    Maximum unanswered calls before agent skip                   │
│                                                                 │
│  Queue Max Size: [50               ]                           │
│    Maximum callers in queue (0 = unlimited)                     │
│                                                                 │
│  Agent No-Answer Delay: [10              ]                     │
│    Delay before considering agent unavailable                   │
│                                                                 │
│  Member Delay: [2                ]                             │
│    Delay before ringing member                                  │
│                                                                 │
│  Member Timeout: [30               ]                           │
│    Timeout for member to answer                                 │
│                                                                 │
│  [Save] [Cancel]                                                │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘

Quick Tips

[!TIP] Tier Rules: Enable for complex escalation scenarios.

[!TIP] Agent Cooldown: Give agents time between calls.

[!NOTE] Profile Assignment: Profiles are assigned in Queues module.

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🎯 User Roles & Key Capabilities

Role	Permissions	Key Capabilities
Super Administrator	Full Access (read, write, delete)	Configure enterprise ACD queue profiles, define global escalation algorithms, and set agent dispatch thresholds.
Contact Center Supervisor	Domain Management (read, write)	Customize agent cooldown wrap-up periods, configure caller queue position announcements, and adjust tier wait escalation times.
Support Specialist	Read & Diagnostic (read)	Audit queue profile settings, diagnose tier escalation delays, and verify queue capacity limits.
Contact Center Agent	Operational	Receive routed calls according to queue profile policies, respect cooldown timers, and respond to whisper notifications.

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4. Configuration Tabs

General Tab

Field	Description
Queue Profile Name	Unique identifier
Max Wait Agents	Agent limit in queue
Max No Answer	Unanswered calls before skip
Queue Max Size	Caller capacity limit
Agent No-Answer Delay	Time before unavailable
Member Delay	Pre-ring delay
Member Timeout	Answer timeout

Caller Experience Tab

Field	Description
Announce Hold Time	Tell caller wait time
Announce Position	Tell caller queue position
Announce Estimated Hold Time	Estimated wait announcement
Welcome Sound	Played on queue entry
Exit Sound	Played on queue exit
Ringback Tone	Tone while waiting
Agent Whisper Tone	Agent notification sound
Play Ringback Before MOH	Ringback then music
Announce Wrap-up Message	Post-call message
Announce Resume Playback	Resume after announcement

Tier Rules Tab

Field	Description
Tier Rules Apply	Enable tier escalation
Tier Rule Wait	Seconds per tier
Tier Rule Wait Multiply Level	Multiply wait by tier level
Tier Rule No Agent No Wait	Skip empty tiers
Tier Rule Max Wait	Maximum tier wait
Tier Skip Busy Agents	Skip busy agents
Tier Randomize Agents	Random agent selection
Tier No Wait	Immediate tier skip
Tier Wait Stop Sound	Sound between tiers
Reserve Agents	Reserve selected agents

Advanced Tab

Field	Description
Skip Agents With Active Call	Skip busy agents
Agent Cooldown Time	Rest time between calls
Agent Busy Delay	Delay when busy
Agent Reject Delay	Delay after rejection
Strict Retry	Strict retry logic
Ring Progressively	Add agents over time
Log Debug Info	Enable debug logging
Truncate Agents on Load	Clear agents on reload

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5. Settings Reference

Common Profile Types

Profile	Settings
Default	Standard settings
Aggressive	Short timeouts, fast escalation
Tiered	Multi-tier with wait times
VIP	Immediate routing, short waits

Tier Rule Logic

Tier 1: Wait tier_rule_wait seconds
    ↓ (no answer)
Tier 2: Wait tier_rule_wait × 2 seconds (if multiply enabled)
    ↓ (no answer)
Tier 3: Wait tier_rule_wait × 3 seconds
    ↓ (max wait reached)
Exit to destination

Timing Recommendations

Setting	Typical Value
Member Timeout	20-30 seconds
Agent No-Answer Delay	5-10 seconds
Tier Rule Wait	30-60 seconds
Agent Cooldown	5-15 seconds

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6. Common Scenarios & Examples

Scenario 1: Basic Queue Profile

1. Create new profile
2. Set Max No Answer = 3
3. Set Member Timeout = 30
4. Enable Announce Position
5. Save

Scenario 2: Tiered Escalation

1. Create new profile
2. Enable Tier Rules Apply
3. Set Tier Rule Wait = 60 seconds
4. Enable Tier Rule Wait Multiply Level
5. Set Tier Rule No Agent No Wait = Yes
6. Save

Scenario 3: VIP Priority

1. Create new profile
2. Set Member Delay = 0
3. Set Member Timeout = 15
4. Set Tier Rule Wait = 15
5. Enable Announce Estimated Hold Time
6. Save

Scenario 4: Agent-Friendly

1. Create new profile
2. Set Agent Cooldown Time = 10
3. Set Max No Answer = 2
4. Enable Skip Agents With Active Call
5. Save

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7. Limitations & Important Notes

Technical Notes

[!NOTE] Profile Assignment: Profiles are assigned in Queues module.

[!NOTE] Tier Rules: Require tiers to be configured in queue.

[!WARNING] High Thresholds: Very high member timeouts can frustrate callers.

Best Practices

1. Balance Wait Times: Not too long, not too short
2. Enable Announcements: Keep callers informed
3. Use Cooldowns: Prevent agent burnout
4. Test Tier Rules: Verify escalation works
5. Monitor Metrics: Adjust based on data

Tier Rule Behavior

Flag	Effect
Multiply Level	Tier 2 waits 2x, Tier 3 waits 3x
No Agent No Wait	Skip tiers with no agents
Skip Busy Agents	Don’t offer to busy agents
Randomize Agents	Random within tier

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8. Troubleshooting Tips

Common Issues

Symptom	Possible Cause	Solution
Calls not escalating	Tier rules disabled	Enable Tier Rules Apply
Agent overloaded	No cooldown	Set Agent Cooldown Time
Queue full	Max size reached	Increase Queue Max Size
Long wait times	Slow escalation	Reduce Tier Rule Wait
No announcements	Not enabled	Enable Announce Position

Check Profile Settings

SELECT
  name,
  settings
FROM public.queue_profiles
WHERE name = 'profile-name';

Debug Tier Escalation

1. Enable Log Debug Info
2. Monitor Telephony Server logs
3. Check tier transitions
4. Verify agent availability

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9. Glossary

Term	Definition
Queue Profile	Queue behavior template
Tier	Agent priority level
Tier Rule Wait	Time per tier level
Escalation	Moving to next tier
Cooldown	Rest time between calls
Member Timeout	Agent ring time
Whisper Tone	Agent notification

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Model Context Protocol (MCP) AI Integration

The Ring2All PBX platform integrates deep AI assistance via the Model Context Protocol (MCP). The Queue Profiles module provides comprehensive tools that allow the PBX AI Copilot to query ACD distribution templates, create or update queue policies, inspect tier escalation settings, and verify caller wait-time parameters.

Available MCP Tools

Tool Name	Operation Type	RBAC Risk Level	Description
list_queue_profiles	Read / Query	low	Lists all Queue Profiles in the PBX (call center configuration templates controlling queue timeouts, tier rules, and caller experience).
get_queue_profile_status	Read / Details	low	Retrieves the detailed configuration, timers, and assigned queues of a specific Queue Profile by name or ID.
create_queue_profile	Write / Creation	medium	Creates a new ACD queue profile template with customizable member delays, timeouts, and tier escalation rules.
update_queue_profile	Write / Update	medium	Updates an existing Queue Profile template’s settings, timers, or enabled status.
delete_queue_profile	Delete	high	Deletes a Queue Profile template after verifying no active call center queues are currently using it.

Tool Input Schemas & Parameters

1. list_queue_profiles

{
  "name": "list_queue_profiles",
  "description": "List all Queue Profiles in the PBX.",
  "inputSchema": {
    "type": "object",
    "properties": {
      "search": {
        "type": "string",
        "description": "Filter by profile name or description (e.g. 'Support Tier 1', 'VIP Escalation')."
      }
    }
  }
}

2. get_queue_profile_status

{
  "name": "get_queue_profile_status",
  "description": "Get configuration and settings of a Queue Profile by name or ID.",
  "inputSchema": {
    "type": "object",
    "properties": {
      "identifier": {
        "type": "string",
        "description": "The name or numeric ID of the queue profile (e.g. 'Default Profile' or '1')."
      }
    },
    "required": ["identifier"]
  }
}

Natural Language Prompts

User Request	Invoked MCP Tool	Expected AI Response
“Show me all ACD queue profiles configured for our contact center.”	list_queue_profiles	Returns table of queue profiles with member timeouts, tier escalation flags, and assigned queue counts.
“Inspect the escalation settings on the ‘Sales Aggressive’ queue profile.”	get_queue_profile_status({ identifier: "Sales Aggressive" })	Reports tier rule wait times, agent cooldown duration, and tier level progression.
“Create a new queue profile for Tier 2 Technical Support with a 20-second ring timeout.”	create_queue_profile({ name: "Tier 2 Tech Support", settings: { memberTimeout: 20, tierRuleWaitSec: 15 } })	Validates uniqueness and creates profile template, returning the created configuration.

Multi-Tenant & Security Safeguards

• Domain Isolation: Queue profiles are isolated to the caller’s tenant domain (domain_id), strictly separating ACD templates between organizations.
• Unique Name Enforcement: Profile names are checked case-insensitively (LOWER(name)) upon creation and update to prevent duplicate templates.
• Reference Integrity Protection: delete_queue_profile automatically verifies whether any active call center queue is currently bound to the profile before allowing deletion.
• Audit Logging: All creation, modification, and deletion events are permanently tracked in the PBX audit logs.

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Documentation last updated: January 2026