ATCOM IPPBX IP04 User Manual page 38

IPPBX IP04 User Manual
Queue Max Wait Time
The maximum time in seconds for a caller can wait in the queue before being pulled out. (0 means unlimited)
Queue Ringing Strategy
Strategy for IPPBX ring the agents.
RingAll: Ring all available agents simultaneously until one answers.
LeastRecent: Ring agents which was least recently called.
FewestCalls: Ring agents with the fewest completed calls.
Random: Ring agents in a random way.
RRmemory: Round robin with memory, remembers where it left off in the last ring pass.
2) Agents
Select Static Agent here. there are two kinds of agents:
Static Agent: chose here
Dynamic Agent: users can dial 'Queue number + *' to log in as dynamic agent, and 'Queue number + **' to log
out.
In this case, users can dial 6900* to being a dynamic agent (need to enter password 123), and 6900** to log out.
3) Caller Position Announcement
Announce queue position and / or estimated hold time to caller
4) Period Announcement
This allows a message like "Thank you for holding, your call is important to us." to be played at regular intervals
while a caller is in the queue
NOTE: The key point with announcements is that they are only played within the timeout/retry period set on the
queue. For the most part this works OK as when all queue members are busy/unavailable, the timeout/retry
period is effectively ignored (i.e. you can consider the queue to always be in this state) and announcements will
be played as per your setting of the announce-frequency and periodic-announce-frequency parameters. When a
handset is available and the queue is ringing it, the timeout/retry timeouts become critical. For example, if you
want announcements every 20 seconds, but the timeout is set to 60 seconds, when a queue member is ringing,
you will only ever get announcements every 60 seconds.
5) Event
This allows callers waiting in the queue to dial a key to go to other destination.
6) Failover Destination
This define the failover destination for callers when the max wait time is up.
7) Others
Music On Hold
Select Music On Hold Class for this Queue
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