Queue Statistics - Grandstream Networks UCM6100 Series User Manual

Position
Announcement
Interval
CTI Chairman
Enable Agent Login
Autofill
Queue Auto fill enhancement:
In previous UCM firmware, the call queue has a serial type behavior in that the queue will make all waiting callers
wait in the queue even if there is more than one available member ready to take calls until the head caller is
connected with the member they were trying to get to.
The next waiting caller in line then becomes the head caller, and they are then connected with the next available
member and all available members and waiting callers waits while this happens.
Starting from 1.0.14.x, the waiting callers are connecting with available members in a parallel fashion until there
are no more available members or no more waiting callers.
For example, in a call queue with linear method, if there are two available agents, when two callers call in the
queue at the same time, UCM will assign the two callers to each of the two available agents at the same time,
rather than assigning the second caller to second available agent after the first agent answers the call from the
first caller.

Queue Statistics

Along with call center features, users can also gather detailed call queue statistics allowing them to make better
changes/decision to manage better the call distribution and handling based on time, agent and queue.
To access call queue statistics, go to Web GUI→Call Features→Call Queue and click on "Call Queue Statistics",
the following page will be displayed:
Configure the period of time in (s) during which the UCM will announce the caller's
position in the call queue.
Select the extension to act as chairman of the queue (monitoring).
When enabled, statics agents can conveniently log in and out of a queue by
configuring a programmable key on their phones as a shortcut.
Notes:
✓ This feature is currently available only for GXP21xx phones on firmware
1.0.9.18 or greater.
✓ After enabling the feature, users need to set the option on GXP21XX phone
under "Account→SIP Settings→Advanced Features→Special Feature"
to "UCM Call Center".
bottom of the phone's screen.
✓ When this option is enabled, dynamic agent login will be no longer
supported.
✓ In case of concurrent registrations, changing agent status on one phone
(login/logout) will be reflected on all phones.
Enable or Disable the autofill feature.
UCM6100 Series User Manual
Version 1.0.18.13
A softkey labeled "UCM-CC" will appear on the
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