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KAZOO Support Channels

This documentation is curated by 2600Hz as part of the KAZOO open source project. Join our community forums here for peer support. Only features in the docs.2600hz.com/supported space are included as part of our 2600Hz Support Services plan.

Qubicle Feature List#

Core Features#

Modular Architecture#

Enables assembling different modules together to form a variety of configurations. Allows handling of different types of sessions, recipients and queues easily.

API Driven#

All actions and configuration are API driven.

Real Time Events#

Real time events for all actions performed in the queue system.

BLF Support#

Configure phones to use BLF to report on current recipient status.

Passthrough Call Properties#

Allows a configurable set of properties from the inbound call to be passed along on all relevant event messages. An example would be passing any SIP fields on all queue events for later reporting in a dashboard.

Multiple Layer stuck call prevention#

Several safeguards and timeouts to ensure that no calls are stuck in queue, or in limbo.

Integration Features#

Callflows Integration#

Route any number or extension to a queue. Allows for advanced callflows before and after a queue.

Blackhole Integration#

Receive real-time event feed over Websockets.

Basic Queue Features#

Round Robin / Least Calls / Least Offers / Most Idle routing strategies#

A variety of routing strategies for many different usage scenarios. Routing strategies are easily extendable making adding new strategies simple.

Configurable Hold Treatment#

Utilized Kazoo media files, set any hold treatment that you would like per-queue.

Queue timeout#

A configurable timeout per-queue that determines how long a session will stay queued.

Queue size limit#

A configurable limit to the number of sessions in a queue.

Queue empty timeout#

Enabled it will cause a timeout if there are no logged in recipients for a queue.

Timeouts return disposition#

All timeouts have a unique reason that can be used for routing decisions after they occur.

Escalation queue / timeout redirection#

Redirect a session to a different queue after a timeout.

Wait time estimation#

Wait time for all sessions is estimated when a session joins a queue. Adaptive algorithm for high accuracy in varying conditions.

Wrap-Up time#

A configurable amount of time before a recipient will be offered another queue call, the recipient can choose to extend or cancel this if needed.

Statistics / Reporting Features#

Daily queue stats#

Tracks average wait, overall calls, timed out calls, abandoned calls per day.

Agent session stats#

Tracks total calls, missed calls, average call time, login time, last action time, last call time per agent.

Historical stats#

Queue daily statistics are saved in MoDB.

Call Center Light UI Features#

Login / Logout as an agent#

Allows agents to login and logout of the queue system.

Agent can set themselves away for breaks#

Agents can set themselves unavailable for a period of time

Wrap-Up management#

After handling a queue call the agent is given an amount of "Wrap-Up" time to prepare for the next call. The interface displays this timer, and allows extending or canceling of time.

Convenient display of agent metrics#

A snapshot of performance metrics is easily displayed for agents.

Easy configuration of queues#

Configuration of queues is simple and quick.

Modify queue membership#

Easily change / view queue membership

Snapshot overview of all queues#

Provides an overview of all queues and their basic metrics.

Real-Time call information#

Provides real-time call information to agents

Overview of agents in queue#

Provides an overview of all agents in a given queue, and their current status (ready, away, on a call)