Call Center Settings And Enhancements; Table 77: Call Center Parameters - Grandstream Networks UCM6100 Series User Manual

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Queue recordings are shown on the Call Queue page under "Queue Recordings" Tab. Click on
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Call Center Settings and enhancements

UCM supports light weight call center features including virtual queue and position announcement, allowing the
callers to know their position on the call queue and giving them the option to either stay on the line waiting for
their turn or activate a callback which will be initiated by the UCM one an agent is free.
To configure call center features, press
Following parameters are available:
Enable Virtual Queue
Virtual Queue Period
Virtual Queue Mode
Virtual Queue
Outbound Prefix
Enable Virtual Queue
Timeout
Write Timeout
Enable Position
Announcement
on an existing call queue and go under the advanced settings tab.

Table 77: Call Center Parameters

Enable virtual queue to activate call center features.
Configure the time in (s) after which the virtual queue will take effect and the menu
will be presented to the caller to choose an option. Default is 20s.
Offered to caller after timeout: After the virtual queue period passes, the caller
will enter the virtual call queue and be presented with a menu to choose an option,
the choices are summarized below:
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Press * to set current number as callback number.
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Press 0 to set a callback number different than current caller number.
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Press # to keep waiting on the call queue.
Triggered on user request: In this mode, the callers can activate the virtual
queue by pressing 2, then they will be presented with the menu to choose an
option as below:
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Press * to set current number as callback number.
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Press 0 to set a callback number different than current caller number.
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Press # to keep waiting on the call queue.
System will add this prefix to dialed numbers when calling back users.
When this option is enabled and after a caller registers a call back request on the
virtual queue. While all the agents are busy, the UCM will call an agent once
he/she is idle again, this timeout is used for how long the UCM continues calling
the agent and if the agent doesn't answer the call then the callback request will
timeout and expire.
Configure the virtual queue callback timeout period in seconds.
Enable the announcement of the caller's position periodically.
UCM6100 Series User Manual
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