Aastra 6757i User Manual page 29

QUEUE - Continued
● Skip Busy Agents - When set to 'Yes' agents who are on an occupied phone will be skipped as if
the line were returning busy. This means that Call Waiting or multi-line phones will not be
presented with the call and in the various hunt style ring strategies, the next agent will be
attempted. When set to 'Yes + (ringinuse=no)' the queue configuration flag 'ringinuse=no' is set for
this queue in addition to the phone's device status being monitored. This results in the queue
tracking remote agents (agents who are a remote PSTN phone, called through Follow-Me, and
other means) as well as PBX connected agents, so the queue will not attempt to send another call
if they are already on a call from any queue. When set to 'Queue calls only (ringinuse=no)' the
queue configuration flag 'ringinuse=no' is set for this queue also but the device status of locally
connected agents is not monitored. The behavior is to limit an agent belonging to one or more
queues to a single queue call. If they are occupied from other calls, such as outbound calls they
initiated, the queue will consider them available and ring them since the device state is not
monitored with this option. WARNING: When using the settings that set the 'ringinuse=no' flag,
there is a NEGATIVE side effect. An agent who transfers a queue call will remain unavailable by
any queue until that call is terminated as the call still appears as 'inuse' to the queue UNLESS
'Agent Restrictions' is set to 'Extensions Only'.
● Queue Weight - Gives queues a 'weight' option, to ensure calls waiting in a higher priority queue
will deliver its calls first if there are agents common to both queues.
● Music On Hold Class - Music (MoH) played to the caller while they wait in line for an available
agent. Choose "inherit" if you want the MoH class to be what is currently selected, such as by the
inbound route. MoH Only will play music until the agent answers. Agent Ringing will play MoH until
an agent's phone is presented with the call and is ringing. If they don't answer, MoH will return.
Ring Only makes callers hear a ringing tone instead of MoH ignoring any MoH Class selected as
well as any configured periodic announcements. This music is defined in the "Music on Hold"
Menu.
● Join Announcement - Announcement played to callers prior to joining the queue. This can be
skipped if there are agents ready to answer a call (meaning they still may be wrapping up from a
previous call) or when they are free to answer the call right now. To add additional recordings
please use the "System Recordings" MENU.
● Call Recording - Incoming calls to agents can be recorded. If 'never' is selected, then in-call on
demand recording is blocked.
● Mark calls answered elsewhere - Enabling this option, all calls are marked as 'answered
elsewhere' when cancelled. The effect is that missed queue calls are *not* shown on the phone (if
the phone supports it)
● Max wait time - The maximum number of seconds a caller can wait in a queue before being pulled
out. (0 for unlimited).
● Max wait time mode - Asterisk timeoutpriority. In 'Strict' mode, when the 'Max Wait Time' of a
caller is hit, they will be pulled out of the queue immediately. In 'Loose' mode, if a queue member is
currently ringing with this call, then we will wait until the queue stops ringing this queue member or
otherwise the call is rejected by the queue member before taking the caller out of the queue. This
means that the 'Max Wait Time' could be as long as 'Max Wait Time' + 'Agent Timeout' combined.
● Agent Timeout - The number of seconds an agent's phone can ring before we consider it a
timeout. Unlimited or other timeout values may still be limited by system ringtime or individual
extension defaults.
● Agent Timeout Restart - If timeoutrestart is set to yes, then the time out for an agent to answer is
reset if a BUSY or CONGESTION is received. This can be useful if agents are able to cancel a call
with reject or similar.
● Retry - The number of seconds we wait before trying all the phones again. Choosing "No Retry" will
exit the Queue and go to the fail-over destination as soon as the first attempted agent times-out,
additional agents will not be attempted.
● Wrap-up Time - After a successful call, how many seconds to wait before sending a potentially
free agent another call (default is 0, or no delay)
● Member Delay - If you wish to have a delay before the member is connected to the caller (or
before the member hears any announcement messages), set this to the number of seconds to
delay.
● Agent Announcement - Announcement played to the Agent prior to bridging in the caller.
Example: "the Following call is from the Sales Queue" or "This call is from the Technical Support
Queue". To add additional recordings please use the "System Recordings" MENU.
● Report Hold Time - If you wish to report the caller's hold time to the member before they are
connected to the caller, set this to yes.
● Auto Pause - Auto Pause an agent in this queue (or all queues they are a member of) if they don't
answer a call. Specific behavior can be modified by the Auto Pause Delay as well as Auto Pause
Busy/Unavailable settings if supported on this version of Asterisk.
● Auto Pause on Busy - When set to Yes agents devices that report busy upon a call attempt will be
considered as a missed call and auto paused immediately or after the auto pause delay if
configured.
● Auto Pause on Unavailable - When set to Yes agents devices that report congestion upon a call
attempt will be considered as a missed call and auto paused immediately or after the auto pause
delay if configured.