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MUC1004 Administrator guide
Random: Ring a Random Agent.
RRmemory: Round Robin with Memory, Remembers where it left off in the
last ring pass.
Linear: Rings agents in the other specified,for dynamic agents in the other
they logged in.
·Static Agents
This selection shows all users. Selecting a user here makes them an agent of
the current queue.
·Music on Hold
Select the "Music on Hold" Class for this Queue.
·Agent Announcement
Announcement played to the Agent prior to bridging in the caller.
·Join Announcement
Announcement played to callers once prior to joining the queue.
·Retry
The number of seconds we wait before trying all the phones again.
·Wrap-up time
How many seconds after the completion of a call an Agent will have before
the Queue can ring them with a new call. The default is 30.
·Join Empty
This option controls whether callers can join a call queue that has no agents.
There are two options,
Yes: Callers can join a call queue without agents or only unavailable agents
No: Callers cannot join a queue when there are no agents in the queue.
The default option is No.
·Leave When Empty
This option controls whether callers already on hold are forced out of a queue
that has no agents. There are two options.
Yes: Callers are forced out of a queue when no agents are logged in.
No: Callers will remain in a queue with no agents.
.Caller Position Announcements
·Frequency
How often to announce queue position and estimated hold time.
Note: "0 seconds" means disabling the announcement.
·Announce Position
Announce position of caller in the queue
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