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A publisher queue gives a lead vendor its own SIP address, and routes its calls to your queues. Here is how to set one up.

Open Publishers, and select Create Publisher Queue. On General, enter the Publisher Name and a Description.

On Routing, tick the Target Queues its calls go to. The first one you tick has the highest priority.

On Rate Limiting, set the Ping Delay. Zero gives the fastest access to available agents. A higher value holds agents back for other publishers.

On Billing, switch on Publisher charges for calls, and enter the Cost per Call, and how long a call must last to be billable. Then select Create Publisher Queue.

The publisher appears as a card. Its SIP address is where the publisher sends its calls.

To hand over the integration details, select the pencil on a publisher's card, and open the Ping Template tab.

It lists the SIP address, the response tags to check, and the ping URL. Copy each one, or select Export to PDF, and send the file.

The switch on a card turns the publisher off, and on again. Its settings are kept.

To delete a publisher, select the bin, and confirm. Calls from that publisher stop.

Next, pool your queues and partners behind one queue with Global Queues.

A publisher is a company that sends you calls, such as a lead vendor or a media partner. A publisher queue gives that publisher its own SIP address to send calls to, routes those calls to your queues, and records what the publisher charges per call. Publishers can also ping AgentTech Dialer to check that agents are available before they send a call.

This article is for agency admins. Open Publishers in the sidebar (the page is called Publisher Queue Management).

Publisher Queue Management page
Each publisher shows its SIP address, the queues it routes to and its ping delay.

Use Sort to order publishers by name or by ping delay, and search to find one by name.

Create a publisher queue

  1. Select Create Publisher Queue. The window has four tabs; fill them in order.
  2. General: enter the Publisher Name (for example SeniorQuote Media) and a Description. Leave Publisher queue is active ticked.
  3. Routing: tick the Target Queues the calls go to. Your own queues are listed under Internal Queue and global queues under Global Queue. Priority follows the order you tick them: first ticked, highest priority.
  4. Rate Limiting: set the Ping Delay (see below).
  5. Billing: if the publisher charges you, switch on Publisher charges for calls and fill in the cost.
  6. Select Create Publisher Queue.
General
Names must be unique; an existing name is flagged as you type.
Routing
At least one target queue is required.
Rate Limiting
A 3-second ping delay.
Billing
The publisher charges $22.00 per call lasting 90 seconds or more.
FieldWhat it does
Publisher NameRequired and unique, for example "Partner1" or "CallCenter-A".
Target QueuesRequired. Where the publisher's calls go, highest priority first. You can only route to your agency's queues and global queues.
Ping Delay (seconds)How long agents must be available before this publisher can see them. 0 (the default) gives immediate access and the highest priority; a higher value holds agents back for other publishers.
Publisher charges for callsTurns on the cost fields below.
Cost per CallAmount charged per call routed through this publisher.
Billable after (seconds)A call is billable once it lasts this long.
Billable only if answeredOnly calls answered by an agent are charged. On by default.

The new publisher appears as a card with its SIP address, for example publisher_362@call.agenttech.io. This is the address the publisher sends calls to.

A publisher card
Marked: 1 the on/off switch, 2 edit and delete.

Give the publisher its integration details

  1. Select the pencil on the publisher's card.
  2. Open the Ping Template tab.
  3. Copy the details with each Copy button, or select Export to PDF and send the file to the publisher.
Ping Template
The template's SIP address, response tags and ping URL.

The template contains:

  • SIP Address for Routing: where to send calls, the same address as on the publisher's card.
  • Example Response Tag for Routing: the field in the ping reply to check, in the form publisher_<id>_available_agents > 0 (more than 0 means agents are available).
  • Duration Response Tag and Bid Response Tag: the billable duration and the cost per call.
  • Phone Number Based Queue Ping: the URL the publisher calls with the caller's phone number in place of [caller_phone_number_here].
  • Full Example Response: a sample JSON reply.

Edit, switch off or delete

  • Edit has the same tabs as Create, plus Ping Template. Select Save Changes when done.
  • The switch on the card turns the publisher off and on. Its settings are kept.
  • In List view you can change Ping Delay, Bid and Duration directly in the table.
  • Delete asks for confirmation and stops all call routing from the publisher.
Delete publisher queue
Deleting stops all calls from this publisher.

Common problems

  • "At least one target queue is required." Tick a queue on the Routing tab.
  • "This queue name already exists." Publisher names must be unique; add a suffix such as the campaign or tier.
  • The publisher's calls don't arrive. Confirm they are sending to the SIP address on the card (see the warning above), that the publisher is switched on, and that its target queues are active.
  • One publisher gets fewer calls than another. Compare their ping delays: a higher delay means lower priority.

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