Q-Director: call routing

Turn call routing on, set the countdown and the notes engineers owe, decide who counts as free and how the Who to try first list is ordered, and manage the sound library.

Last updated 18 days ago

The Call Routing tab of Q-Director Settings holds every number, switch and list behind Who to try first and the call offers that dispatchers send to engineers. Administrators and people with the Q-Director Configuration role use it. Nothing is routed unless a dispatcher selects Send a call: these settings decide how the list is ordered, how long an engineer has to answer and what they owe afterwards.

Before you start. The browser extension must be version 0.27 or later for the people who dispatch and for the engineers who receive. The list reads the phone system, the shift and lunch plan, the appointments in HaloPSA and each engineer's open tickets; where one of those is not connected, the list says so and does not guess. Q-Director Settings explains how to reach the page and its other tabs.

Open the tab

Open Q-Director Settings and select Call Routing in the column of tabs, or go straight to it with the address /qdirector-settings?tab=call-routing. The tab has its own Save changes button at the top right; the page's Save Changes button is hidden here. Defaults puts every value back to its default on the screen, and nothing is kept until you select Save changes. After a save, the page shows what was stored, with every value brought inside its limits, and the card says who changed it last and when, in UTC.

General

Setting	Default	What it does
Call routing is on	On	When it is off, the list, sending a call and the offers are all unavailable, and the extension hides them.

Countdown and delivery

The countdown starts when the card appears on the engineer's screen, not when the dispatcher sends it.

Setting	Default	What it does
Countdown	30 seconds (10 to 120)	Time to answer a live call, one with a caller on hold.
Call-back countdown	120 seconds (30 to 600)	Time to answer when the caller was told someone will call back.
Delivery window	10 seconds (5 to 30)	How long a card may take to appear on a connected engineer's screen before the offer moves on as did not reach them.
Delivery window, not connected	20 seconds (5 to 60)	The same, when the dispatcher names someone who shows as not connected.
Answer grace	2 seconds (0 to 5)	An answer that arrives this long after the deadline still counts, to allow for network delay.
Time added by the first chat message	30 seconds (0 to 120)	The engineer's first message to the dispatcher adds this much, once. 0 turns it off.
Dispatcher time additions	2 times (0 to 5)	How many times a dispatcher may add 30 seconds to one offer.

Where a call goes next

When an engineer declines or lets it ring out, the call moves to the next person on the list, or comes back to the dispatcher.

Setting	Default	What it does
Most people to try	3 (1 to 10)	How many engineers one call may be offered to before it comes back to dispatch. A dispatcher may lower it for one call, never raise it.
A named send that fails goes on to the next best person	Off	Off: a call sent to one named person comes back to the dispatcher when they decline or miss it. On: it carries on down the list.
Assign an unassigned ticket to whoever accepts	On	Applies to a call that carries a ticket with no owner. A ticket that already has an owner is never reassigned.

Notes and reasons

Setting	Default	What it does
A note is required to decline	On	The engineer cannot decline without writing one.
A note is required after a missed offer	On	After a timeout the side panel asks for a note before anything else can be done in it.
A note is required when the card never reached them	Off	Off because it is usually a connection problem, not a choice.
Shortest note	5 characters (0 to 100)	The length a required note must have. 0 and 1 mean any text.
Note reminder	10 minutes (0 to 120)	One reminder card this long after a missed offer, if the note is still owed. 0 sends none.
Decline reasons	Six	What an engineer picks when they cannot take a call. One to twelve, each a label of 3 to 40 characters. Select Add a reason to add one and the bin icon to remove one. The shipped list is On another call, With a customer or onsite, On a break or lunch, About to leave, Not my area and Other.

Only the dispatcher who sent the call, administrators and service desk managers can read a decline reason or a note. The rest of the dispatch team sees neutral words; see the call offer log.

Who to try first

The order comes from four parts, each worked out from 0 to 100 and weighted: whether the person is free right now (the tightest of phone, calendar, lunch and shift wins), how long since their last call, how few open tickets they have, and how well they know the client. The score is never shown to anyone: only the order and the sentence are.

Setting	Default	What it does
Weight: free right now	35 (0 to 100)	How much being free counts.
Weight: fairness	25 (0 to 100)	A longer time since the last call ranks higher.
Weight: ticket load	20 (0 to 100)	Fewer open tickets ranks higher.
Weight: knows the client	20 (0 to 100)	Counts only when the call has a client; otherwise the other weights share it out.
Fairness reaches full at	45 minutes (5 to 240)	Minutes since the last call after which a person counts as fully rested.
Lunch soon within	20 minutes (0 to 120)	Someone whose lunch starts within this long ranks lower. 0 turns it off.
Appointment soon within	20 minutes (0 to 120)	The same for an appointment about to start.
Shift ending within	20 minutes (0 to 120)	The same for the last minutes of a shift.
People shown in the collapsed list	3 (1 to 10)	How many top people the bar shows without opening the list.
Offer calls to someone on a call	Off	Off: a person on the phone is listed as busy and Best available skips them.
Offer calls to someone at lunch	Off	Off: listed with when they are back.
Offer calls to someone in an appointment	Off	Off: listed with when it ends.
Respect do not disturb on the phone	On	On: a person whose phone says do not disturb is not offered calls.
Only offer to people connected to QuantumOps	On	On: someone with no signed-in extension open is listed as Not connected to QuantumOps.
Put the ticket's owner first	On	When the call is about a ticket someone already owns.
Eligible roles	Agent	The QuantumOps agent roles that may be offered calls. Check any of Agent, SDM Primary, SDM Secondary and Dispatch. If none is checked, Agent is used. Dispatchers and service desk managers are out by default.
Eligible teams	All teams	The teams that may be offered calls. Pick them from the list, which holds the teams in your PSA and any team your agents already carry. Pick none to include every team.
Never offer calls to	Nobody	The people to leave out of the list, picked from your PSA's agents (for example a bot account or someone on a project team).

If your PSA cannot be reached when the tab opens, a note under Who to try first says so and the lists show the teams and people QuantumOps already has.

A person who is blocked is still listed, under Cannot take a call now, with the reason. A dispatcher can still name a blocked person after confirming.

Limits

Setting	Default	What it does
Offers per engineer	4 (1 to 20)	The most offers one engineer may get in ten minutes. A call sent by name past this limit is refused.
Calls per dispatcher	30 (5 to 200)	The most calls one dispatcher may send in an hour.
Cool-down after an offer	5 minutes (0 to 60)	A person who was offered a call and did not accept is skipped by Best available for this long. 0 turns it off.

Sound

Setting	Default	What it does
Default sound	Ring	What rings for anyone who has not picked their own. Choose a built-in sound or one from your library.
People may choose their own sound	On	From the built-ins and the library.
People may upload their own sound	On	Up to three each, in the extension's Options.
People may mute the ring	Off	Off: the volume never goes below Lowest volume.
Lowest volume	30 percent (0 to 100)	The lowest level a person may turn the ring down to, unless you allow mute.
Pause between rings	2 seconds (0 to 10)	Silence between repeats of the sound while the card is open.

The sound library

Under Sound library, each row shows the sound's name, whether it is built in or from your library, and its length, with a play button. Add one with Add a sound (MP3, WAV or OGG, up to 1 MB and 10 seconds), give it a Name, and select Add to the library. The library holds up to 20. The file is checked by its contents, not its name. Select the bin icon to delete a sound from the library. If it was the default sound, the default goes back to Ring. The built-in sounds are Ring, Chime, Pulse, Urgent and Soft.

Notices

Setting	Default	What it does
Tell the engineer in Slack or Teams about a missed offer	On	One direct message, only to that engineer, with no phone number in it.
Follow-up threshold	0, off (0 to 50)	When someone lets this many offers lapse in a week, the service desk managers get one private note. 0 turns it off.

Where to see what happened

The call offer log lists every call, who it was offered to and what happened. Agent detail and profiles shows each person's offers, accept rate and response time over 30 days to everyone who can open the Agent Performance Hub. Only administrators and service desk managers also see how the other offers ended (declined, timed out, never shown) and the reasons for declining.

Who to try first, and sending a call: what the dispatcher sees.
Call offers from dispatch: what the engineer sees.
Q-Director Settings: the other tabs and how saving works.

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