Aastra 6757i User Manual page 30

QUEUE - Continued
● Auto Pause on Delay - This setting will delay the auto pause of an agent by auto pause delay
seconds from when it last took a call. For example, if this were set to 120 seconds, and a new call
is presented to the agent 90 seconds after they last took a call, they will not be auto paused if they
don't answer the call. If presented with a call 120 seconds or later after answering the last call, they
will then be auto paused. If they have taken no calls, this will have no affect.
● Max Callers - Maximum number of people waiting in the queue (0 for unlimited)
● Join Empty - Determines if new callers will be admitted to the Queue, if not, the failover destination
will be immediately pursued. The options include: Yes - Always allows the caller to join the Queue.
Strict - Same as Yes but more strict. Simply speaking, if no agent could answer the phone then
don't admit them. If agents are inuse or ringing someone else, caller will still be admitted. Ultra
Strict - Same as Strict plus a queue member must be able to answer the phone 'now' to let them
in. Simply speaking, any 'available' agents that could answer but are currently on the phone or
ringing on behalf of another caller will be considered unavailable. No - Callers will not be admitted
if all agents are paused, show an invalid state for their device, or have penalty values less then
QUEUE_MAX_PENALTY (not currently set in FreePBX dialplan). Loose - Same as No except
Callers will be admitted if their are paused agents who could become available.
● Leave Empty - Determines if callers should be exited prematurely from the queue in situations
where it appears no one is currently available to take the call. The options include: Yes - Callers
will exit if all agents are paused, show an invalid state for their device or have penalty values less
then QUEUE_MAX_PENALTY (not currently set in FreePBX dialplan) Strict - Same as Yes but
more strict. Simply speaking, if no agent could answer the phone then have them leave the queue.
If agents are inuse or ringing someone else, caller will still be held. Ultra Strict - Same as Strict
plus a queue member must be able to answer the phone 'now' to let them remain. Simply speaking,
any 'available' agents that could answer but are currently on the phone or ringing on behalf of
another caller will be considered unavailable. Loose - Same as Yes except Callers will remain in
the Queue if their are paused agents who could become available. No - Never have a caller leave
the Queue until the Max Wait Time has expired.
● Penalty Members Limit - A limit can be set to disregard penalty settings, allowing all members to
be tried, when the queue has too few members. No penalty will be weighed in if there are only X or
fewer queue members.
● Frequency - How often to announce queue position and estimated holdtime (0 to Disable
Announcements)
● Announce Position - Announce position of caller in the queue?
● Announce Hold Time - Should we include estimated hold time in position announcements? Either
yes, no, or only once; hold time will not be announced if <1 minute.
● IVR Break Out Menu - You can optionally present an existing IVR as a 'break out'
menu.<br><br>This IVR must only contain single-digit 'dialed options'. The Recording set for the
IVR will be played at intervals specified in 'Repeat Frequency', below.
● Repeat Frequency - How often to announce a voice menu to the caller (0 to Disable
Announcements).
● Service Level - Used for service level statistics (calls answered within service level time frame)
● Fail-Over Destination - Destination to send call to upon exiting queue
● Reset Queue Stats - Select how often to reset queue stats. The following schedule will be followed
for all but custom:
○ Hourly - Run once an hour, beginning of hour
○ Daily - Run once a day, at midnight
○ Monthly - Run once a month, midnight, first of month
○ Annually - Run once a year, midnight, Jan. 1
○ Reboot - Run at startup of the server OR of the cron daemon (after every: service cron
restart)
○ If Randomize is selcted, a similar frequency will be followed, only the exact times will
be randomized (avoiding peak business hours, when possible). Please note:
randomized schedules will be rescheduled (randomly) every time ANY backup is saved
○ Never will never reset the queue stats automatically. If a custom schedule is selected,
any section not specficed will be considered to be 'any' (aka: wildcard). I.e. if Day of
Month is set to 12 and Day of Week is not set, the queue stats will be reset on ANY
12th of the month - regardless of the day of the week. If Day of Week is set to, say,
Monday, the queue stats will be reset ONLY on a Monday, and ONLY if it's the 12th of
the month.