Queue Management; Setting Queue Phrase Options; Queue Announcement - Altigen MAXCS ACC 6.0 Administration Manual

Queue Management

The Queue Management tab in Workgroup Configuration allows you to set options for
queue phrases and announcements, queue overflow routing and quit queue options.
Figure 7. Workgroup Configuration, Queue Management tab, Basic Queue Control

Setting Queue Phrase Options

For each workgroup, you can either use the system default phrases or you can set up a
custom configuration.
The default audio phrases are discussed in "Audio Peripheral Configuration" on page 62.

Queue Announcement

You can set up the system to announce a caller's queue status—queue position and
expected queue time—when an incoming call enters a workgroup queue. To enable this
option, check Enable Announcement, then check Queue Position and/or Expected
Queue Time.
Queue Position - When checked, the system will tell the caller which position the caller
is at in queue.
Expected Queue Time - when checked, the system will tell the caller how long the wait
is expected to be. When calculating this number, the system will consider the average
agent call handling time and the position of the caller in queue. Please note that the
Expected Queue Time is an estimated number. Agents logging in or out of the workgroup
during operation hours will affect the actual handling time and cause deviation to the
expected queue time.
Expected Queue Time
x Queue Position) + 59 sec] / 60 sec
(round up to minutes)
= [(Average Call Handling Time
MAXCS ACC 6.0 Administration Manual 281
Chapter 22: Workgroup Configuration