System Configuration - Grandstream Networks GXE502X User Manual

o Preferred: Since the agent can be included in more than queue, this option will put the
preferred queue on top of the list displayed in the LCD screen of the GXP phone when the
agent presses the sign in softkey.
o Report: The supervisor can click on the report link to the right of each agent's properties. This
will bring up a new page which informs the supervisor about the agent's login status, answered
calls, time calls were answered, customers helped, etc
o Automatic Call Distribution: This setting lets users configure, enable and disable skill-based
call routing. If skill-based routing is enabled, users can configure the call to be routed to the
least skilled or most skilled agent first. The skill level for each agent can be configured on the
agent 's properties.
o Parallel: This feature is similar to that of hunt/ring groups as supervisors can configure the
mode in which agents of the same skill level will ring.
Parallel
Least Busy - The least busy agent will ring first.
Most skilled first
o Serial Ring Interval: If the serial ring mode is selected, users may set the ring time interval (in
seconds) between call queue members.
o Call Queue Greeting Message: Upload an audio file for the queue greeting message. Users
can type the path manually or click the Browse button to upload the file from your computer.
Note: - The Call Queue Greeting Message must be in the following format: 8
KHz/16bit/MONO .WAV or a ZIP file if you use the GXE502X IVR/System
Prompt Conversion Tool.
- It's highly recommended to use the GXE502X IVR/System Prompt Conversion
Tool to convert the wav file before uploading it to GXE502X.
 Delete: Click the Delete button on the far right of the unwanted Call Queue. Users will then be
prompted for confirmation via a dialog box; click OK to confirm or Cancel to go back.
 Status: Click on the status button to the right of each call queue to get information about the
agents that belong to this call queue. The page will display information like calls answered per
agent, average time per call answered, missed calls, average waiting time, etc.
Note: If you are using Grandstream GXP phones (2020, 2010, 1200, 280 only) and the extension on
these phones belong to any of the queue configured in the GXE, then the softkeys on the phones
should allow you to log in or log out of any of the call queues that the extension is a member of.

8. System Configuration

System configuration and administration can be configured via the System Configuration menu.
The following sub menus can be used to manage different system configurations..
- Networking Setting
The Networking Setting sub menu allows users to configure the LAN-side IP address and DHCP
server settings, as well as the WAN-side settings like IP address of the WAN port, Dynamic DNS and
port-forwarding settings.
GXE502X User Manual 11/2/2009
- All agents ring simultaneously.
- The most skilled agent will have his phone ring first
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